PdfExam 5 quality management exam test with 40 haha yrdrstrstsrtsrtsrtsrsiyrtdvigyvgvygvyguygyuvgt ftdtydyrtdtyb fdttiuyygbyugtuyfyitdtryidygc ydsyttyfufyyuifiyfuy tdutdtfutrdyub tydtdutdudfuyv b 64we PDF

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Exam 5 quality management exam test with 40 haha yrdrstrstsrtsrtsrtsrsiyrtdvigyvgvygvyguygyuvgt ftdtydyrtdtyb fdttiuyygbyugtuyfyitdtryidygc ydsyttyfufyyuifiyfuy tdutdtfutrdyub tydtdutdudfuyv b 64wetsydtufyfid dtds6a3etycugiulgutd yrfcguvghjy udtfdhjcjgcdrx...

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Solutions Manual and Test Bank Quality Management for Organizational Excellence Introduction to Total Quality 7th Edition David L. Goetsch, Stanley Davis Download full at: https://testbankdata.com/download/solutions-manual-test-bank-qualitymanagement-organizational-excellence-introduction-total-quality-7th-edition-david-lgoetsch-stanley-davis/

Chapter Five

PARTNERING AND STRATEGIC ALLIANCES TRUE OR FALSE: Place T or F in the space provided to the left of the statement. _____1. The overall purpose of internal partnering is to harness the full potential of the workforce and focus it on continual improvement of quality. _____2. Any supplier would make a good partner. _____3. If a manufacturer is not careful a customer-supplier partnership can be very costly, especially in the product development cycle. _____4. The rationale for partnering with potential competitors is competitiveness. _____5. Educational institutions provide on-site customized training, technical assistance, and consulting services to help organizations continually improve their people and their processes. _____6. Government mandated partnerships are recommended when dealing with foreign countries.

MULTIPLE CHOICE: Circle the letter before the correct answer in each of the following questions. 1.

The maximum benefits of partnering are realized when all parties in the chain of partners: A. Are satisfied B. Cooperate C. Get what they want D. Trust each other

2.

Partnering can lead to continual improvements in such key areas as relationships between customers and suppliers, customer satisfaction, and A. Increased competitiveness B. Increased resources

C. Processes and products D. Quality Control 3.

Internal partnering occurs at three levels. Which of the following is NOT one of these levels? A. Team-to-team partnerships B. Management-to-management partnerships C. Management-to-employee partnerships D. Employee-to-employee partnerships

4.

Successful supplier partnerships evolve in seven stages. They begin in the following order: Uncertainty and tentativeness; Short-term pressures; Need for new opportunity and ___________________. A. Adoption of new values B. Mature partnering C. Adoption of new paradigms D. Awareness of potential

5.

Educational institutions provide which of the following services to help organizations continually improve their people and their processes. A. On-site customized training B. Technical assistance C. Consulting services D. All of the above

6. The rules for establishing global partnerships are the same as those for establishing domestic partnerships when: A. Partnerships are based on sound business principles rather than politics B. Governments agree to guarantee profits C. Governments are influenced D. Sound business principles are not allowed to inhibit partnerships

Test Key—Chapter 5 True/False 1. 2. 3. 4. 5. 6.

T F F T T F

Multiple Choice 1. 2. 3. 4. 5. 6.

B C B C D A

Chapter Six

QUALITY CULTURE: CHANGING HEARTS, MINDS, AND ATTITUDES TRUE OR FALSE: Place T or F in the space provided to the left of the statement. _____1. Expectations are important determinants of organizational culture. _____2. If an organization begins to decline after moving to total quality it should return to its traditional approach. _____3. The most effective way to implement changes is to make sure all employees have sufficient warning prior to the actual changes. _____4. It might be necessary to change an organization’s leadership to ensure needed cultural change. _____5. The key people in an organization that is establishing a quality culture are those who can facilitate and those who can inhibit implementation of the change. _____6. To maintain a quality culture organizations must recognize and reward behaviors that nurture quality.

MULTIPLE CHOICE: Circle the letter before the correct answer in each of the following questions. 1.

There are several primary reasons why cultural change must either precede or at least parallel the implementation of total quality. Which of the following is NOT a primary reason? A. Moving to Total Quality takes time. B. Employees may not adapt to too many changes. C. It can be difficult to overcome the past D. Change cannot occur in a hostile environment

2.

Which of the following is NOT a law of organizational change? A. Involve everyone affected by change in making it. B. Be prepared to listen and observe. C. Trust people and treat them with dignity and respect. D. Understand the history behind the current culture.

3.

Which of the following strategies are needed for establishing a quality culture?

A. B. C. D.

Take a hearts and minds approach Put the planned changes in writing Support of management All the strategies above are needed for establishing a quality culture.

4.

Advocates of change: A. Are often unaware of how a proposed change will be perceived by potential resisters. B. Fear a loss of control. C. Sometimes fear the unknown. D. Are patient with the concerns of resisters.

5.

Strategies for establishing a quality culture include which of the following? A. Watching shocking videos B. Realization of the work effort C. Developing a plan for making the changes D. Rebuilding teams

6.

Which of the following is a strategy for maintaining a quality culture? A. Increase the company’s debt-to-assets ratio B. Streamline the RFP process C. Discourage initiative in favor of SOPs D. Keep employees involved

Test Key—Chapter 6 True/False 1. 2. 3. 4. 5. 6.

T F F T T T

Multiple Choice 1. 2. 3. 4. 5. 6.

B C D A C D

Chapter Seven

CUSTOMER SATISFACTION, RETENTION, AND LOYALTY TRUE OR FALSE: Place T or F in the space provided to the left of the statement. _____1. The customer in a total quality setting defines quality. _____2. It is important to acquire as many customers as an organization is able because customers are not reliable and an organization must always be replacing a lost customer. _____3. Communication just happens. _____4. Quality Function Deployment is a model for incorporating customer input and feedback into product development. _____5. Meeting customer specifications does not produce customer satisfaction. _____6. Satisfied customers will not migrate to a competitor.

MULTIPLE CHOICE: Circle the letter before the correct answer in each of the following questions. 1.

In a total quality setting, quality is defined by: A. The employee B. The customer C. The management D. The organization

2.

An organization with a customer focus is: A. Outward-looking B. Inward-looking C. Established D. Continually improving

3.

Which of the following mechanisms can help improve communication? A. An internal customer B. Self-managed and cross-departmental teams C. Organization employees D. External customers

4.

Which of the following statements are true concerning communication with customers? A. Must extend only to internal customers. B. Is never misunderstood. C. Is essential in a competitive marketplace D. Is not necessary in a small town

5.

The customer loyalty model consists of which of the following components? A. Business performance B. Global perceptions C. Loyalty behaviors D. All of the above are components of the customer loyalty model

6.

The best way to generate customer loyalty is to provide customers with: A. Rebates B. Discounts C. Superior value D. Uninhibited access

Test Key—Chapter 7 True/False 1. 2. 3. 4. 5. 6.

T F F T T F

Multiple Choice 1. 2. 3. 4. 5. 6.

B A B C D C

Chapter Eight

EMPLOYEE EMPOWERMENT TRUE OR FALSE: Place T or F in the space provided to the left of the statement. _____1. Without empowerment, involvement is just another management tool that doesn’t work. _____2. Employee empowerment is a new name for participatory management. _____3. A workforce that is ready for empowerment is accustomed to critical thinking. _____4. A quality circle is a group of employees that meets regularly for the purpose of identifying, recommending, and making workplace improvement. _____5. Employee enlistment means not simply empowering employees to participate in the decision-making process but expecting them to do so. _____6. Fear of exclusion can cause managers to resist employee empowerment.

MULTIPLE CHOICE: Circle the letter before the correct answer in each of the following questions. 1.

Employee empowerment is: A. Employee involvement in decision making. B. Power of the employee to make suggestions that will be reviewed by management C. Employee input that is heard, seriously considered, and followed up on whether it is accepted or not. D. Power of the employee to make a decision without management involvement.

2.

The primary inhibitor of empowerment is: A. The Wohcao Syndrome B. Human nature's resistance to change. C. Resistance from employees and unions. D. Resistance from management.

3.

The word that best describes management’s role in employee empowerment is: A. Facilitation B. Leadership C. Commitment D. All of the above

4.

Which of the following strategies will help organizations move beyond empowerment to enlistment? A. Set up a reward system. B. Make it clear to all employees that their ownership is not just wanted and needed but that it is expected. C. Make it clear to implement suggestions. D. Empower employees for suggestions that are implemented.

5.

A workforce that is ready for empowerment: A. Is accustomed to critical thinking B. Understands the decision making process C. Knows where it fits into the big picture D. All of the above

6.

Which of the following is an element of management’s role in empowerment? A. Commitment B. Establishing quality circles C. Establishing customer feedback mechanisms D. Being impatient to earn employee buy-in

Test Key—Chapter 8 True/False 1. 2. 3. 4. 5. 6.

T F T T T T

Multiple Choice 1. 2. 3. 4. 5. 6.

C B D B D A

Chapter Nine

LEADERSHIP AND CHANGE TRUE OR FALSE: Place T or F in the space provided to the left of the statement. _____1. Misleaders surround themselves with knowledgeable, strong people who are able to make them appear to be good leaders. _____2. Democratic leadership is called open, free-reign, or nondirective leadership. _____3. Servant leadership/stewardship seeks to do a better job of serving both external and internal customers. _____4. Building trust requires leadership on the part of managers. _____5. To facilitate change in a positive way, leaders must have a clear vision and corresponding goals, exhibit a strong sense of responsibility, be effective communicators, have a high energy level, and have the will to change. _____6. It is important for those who want to lead to first learn how to follow.

MULTIPLE CHOICE: Circle the letter before the correct answer in each of the following questions. 1.

Which of the following characteristics is not necessarily needed to be a good leader? A. Good communication skills B. Positive role model C. A charismatic personality D. Persuasiveness

2.

The most effective leaders can be found in what part of an organization? A. Top-level management B. Mid-level management C. Lowest paid wage earner D. All of the above

3.

Leadership skills are: A. Inherited B. Learned C. Both A and B D. None of the above

4.

Which of the following is the most appropriate leadership style in a total quality setting? A. Autocratic B. Democratic C. Participative D. Goal-orientated

5.

The change facilitation model contains which of the following steps? A. Develop a compelling change picture B. Conduct a comprehensive roadblock analysis C. Monitor and adjust D. All of the above

6.

Which of the following is a benefit of mentoring? A. Enhances performance B. Satisfies ISO 9000 standards C. Decreases the organization’s retention rate D. Eliminates the problem of stewardship

Test Key—Chapter 9 True/False 1. 2. 3. 4. 5. 6.

F F T T T T

Multiple Choice 1. 2. 3. 4. 5. 6.

C D C C D A

Chapter Ten

TEAM BUILDING AND TEAMWORK TRUE OR FALSE: Place T or F in the space provided to the left of the statement. _____1. A team is a group of people with a common, collective goal. _____2. A team must have a mission statement because it explains the team’s reason for being. _____3. Teams are not coached - they are bossed. _____4. Coaches promote mutual respect among team members and promote cultural diversity. _____5. Employees always work well together as a team just because it’s the right thing to do. _____6. People in teams will respond to change in the same ways.

MULTIPLE CHOICE: Circle the letter before the correct answer in each of the following questions. 1.

Which of the following is not classified as a type of team according to Johnson, Katner, and Kikora? A. Environmental improvement team B. Departmental improvement team C. Process improvement team D. Task force

2.

Which of the following strategies counter the negative influences of advisor and followers? A. Personal identity of members B. Looking for disagreement among advisors C. Relationships among team members D. Follower’s identity within the organization

3.

Which of the following strategies are applied in order to be a good team member? A. Establish ground rules B. Be well prepared and participate C. Identify success criteria D. None of the above

4.

Which of the following character traits promote successful teamwork? A. Honesty B. Controlling C. Impatience D. Need to be in-charge (bossy)

5.

Which of the following is a common structural inhibitor to teamwork in organizations? A. Sensitivity B. Honesty C. Accountability to management D. Tolerance

6.

Which of the following is a personally negative response to conflict? A. Filing a lawsuit B. Going into denial C. Filing a grievance D. Submitting to mediation

Test Key—Chapter 10 True/False 1. 2. 3. 4. 5. 6.

T T F T F F

Multiple Choice 1. 2. 3. 4. 5. 6.

A B B A C B

Chapter Eleven

EFFECTIVE COMMUNICATION TRUE OR FALSE: Place T or F in the space provided to the left of the statement. _____1. Effective communication means receiving a message, correctly decoding it, and accurately perceiving what it means. _____2. Company level communication is communication within a peer group. _____3. When trying to communicate it is important that you do not use open-ended questions. _____4. In order for employees and managers to function effectively in a total quality setting, they must have good interpersonal skills. _____5. Interpersonal skills are those needed for people to work together in a positive manner that is conductive to both personal and corporate success. _____6. One-way communication helps maintain a climate that is conducive to effective communication.

MULTIPLE CHOICE: Circle the letter before the correct answer in each of the following questions. 1.

There are several components of communication. They are: A. The sender, the message, the receiver, verification B. The message, the medium, the sender, the customer C. The medium, the goals, the receiver, the message D. The message, the sender, the receiver, the medium

2.

Which of the following is not a common inhibitor of communication? A. Lack of trust B. Lack of concentration C. Interference D. Inaccurate assumptions

3.

Empathic listening means: A. Agreeing with what is being said B. Receiving the message, correctly decoding it, and accurately perceiving what is means C. Listening with the intent to understand D. Pretending to listen

4.

Robert Luke offers four guidelines for enhancing the effectiveness of corrective feedback. They are: A. Be positive, be prepared, be realistic, and don’t be completely negative B. Be positive, be prepared, be realistic, be accurate C. Be direct, be prepared, be realistic, be accurate D. Don’t be completely negative, be positive, be brief, and be understanding

5.

Verbal communication is least effective when: A. Reprimanding an employee for poor performance B. Promoting a safety campaign C. Commending an employee for doing a good job D. Attempting to resolve conflict between or among employees

6. One of the highest levels of verbal communication occurs when speakers use what to make their points? A. Stories B. Facts C. Photographs D. Graphs and charts

Test Key—Chapter 11 True/False 1. 2. 3. 4. 5. 6. Multiple Choice 1. 2. 3. 4. 5. 6.

D B C A B A

F F T T T F...