Grading Summary

Question 1.  As a design tool, a _____ enables management to study and analyze processes prior to implementation in order to improve quality and operational performance.

• Likert’s scale
• flowchart
• quality manual
• affinity diagram

Question 2.  (TCO 9) In the case of a manufacturing company, which of the following is an example of a value-creation process?

• Product designing
• Human resource services
• Public relations
• Legal services

Question 3.  (TCO 9) As customization of services increases, _____ become(s) a bigger factor in the ability to provide high-quality service to the customers.

• professional judgment of the employees
• processes and procedures
• employee behavior
• physical facilities

Question 4.  (TCO 8) In the context of service errors, which of the following is an example of a treatment error?

• Working on the wrong order
• Unclean facilities
• Lack of courteous behavior
• Doing work incorrectly

Question 5.  (TCO 9) _____ is defined as the fundamental rethinking and radical redesign of business processes to achieve dramatic improvements in critical, contemporary measures of performance, such as cost, quality, service, and speed.

• Process mapping
• Total quality management
• Reengineering
• Benchmarking

Question 6.  (TCO 10) _____ systems are software packages that integrate organizational information systems and provide an infrastructure for managing information across the organization.

• Enterprise resource planning
• Balanced scorecard
• Juran’s quality trilogy
• Quincunx experimental

Question 7.  (TCO 10) _____ is the term that describes the quantitative modeling of cause-and-effect relationships between performance measures, such as the customer satisfaction and product quality or employee performance.

• Programming
• Mining
• Interlinking
• Enterprise resource planning

Question 8.  (TCO 10) Which of the following functions in the manufacturing system is responsible for specifying long-term and short-term production requirements for filling customer orders and meeting anticipated demand?

• Cross-functional
• Comparative
• Reviewed
• Interlinked

Question 9.  (TCO 10) _____ involves the process of identifying, capturing, organizing, and using knowledge assets to create and sustain competitive advantage.

• Knowledge mining
• Suboptimization
• Knowledge management
• Lean production

Question 10.  (TCO 10) The ability to identify and transfer best practices within the organization is sometimes called

• enterprise resource planning.
• interlinking.
• internal benchmarking.
• data mining.