Chapter 3 - Quality Management

Question 1 The upside-down view of organizations represents that: 1. The new workplace is demanding more managerial attention to directing and order giving. 2. Managers at the top of the organization frequently inform employees. 3. Organizations focus on customers and on the role of managers to support work efforts to continually improve quality and customer service. 4. All of these.

Question 2 Interests are a condition affecting decision-making and reducing the room for decision. Resources, from which interests may originate, are: 1. Society ethics. 2. Organizations culture. 3. The firm environment. 4. All of these.

Question 3 Group decision-making has some differences as compared to individual decision-making. Besides communication processes, in group decision-making _________ and _________ are frequently included. Fill in the missing words: 1. Use of power; team building. 2. Conflict management; use of power. 3. Leadership; team building. 4. Team building; conflict management.

Question 4 The administrative model of decision-making includes: 1. Incomplete information and risk. 2. Limited knowledge. 3. Satisfying behaviour. 4. All of these.
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Question 5 Feigenbaum can be considered as the father of quality assurance due to: 1. His statistical point of view. 2. His company-wide system of total quality control. 3. His system of continuous improvement. 4. All of these.

Question 6 Both Deming and Juran stressed the importance of: 1. Continuous improvement. 2. Top management commitment. 3. Prevention. 4. All of these.

Question 7 Planning is the process of __________ and ___________. Fill in the missing words: 1. Developing premises about the future; evaluating them. 2. Taking action; evaluating outcomes. 3. Measuring past performance; targeting future performance. 4. Setting objectives; deciding how to accomplish them.

Question 8 The main difference between product and resource decisions is: 1. Resource decisions are long-term oriented and product decisions are short-term oriented. 2. Opposite to product decisions, resource decisions are more or less irreversible and have long-term consequences. 3. Resource decisions are strategic decisions, whereas product decisions concern operations management.

Question 9 Jurans Quality Trilogy includes: 1. Planning, control and improvement. 2. Fitness for use, top managements commitment and organizational language. 3. Zero defects, prevention and focus on behaviour.

Question 10 The quality design function can be typified with __________ and __________. Fill in the missing words: 1. Long-term oriented; project planning. 2. Long-term oriented; strategic planning. 3. Mid-term oriented; project planning. 4. Short-term oriented; operations planning.

Question 11 A Quality Organization requires special attention to: 1. Human resources. 2. Availability of information. 3. Organizational structure. 4. All of these.

Question 12 Empowerment can be defined as: 1. Managers enabling and helping others to gain power and achieve influence. 2. Managers leaving power to others. 3. Managers granting others participation in decision-making. 4. All of these.

Question 13 Forces that are drivers for supply chain management are: 1. Government. 2. Productivity and technology. 3. Consumer demand. 4. All of these.

Question 14 Goal-directed behaviour is strongly influenced by: 1. Outcome rewards. 2. Need for achievement. 3. Growth need strength. 4. All of these.

Question 15 Organic designs of the organization can be typified as __________ and __________. Fill in the missing words: 1. Decentralized; informal. 2. Complex; specialized. 3. Informal; impersonal. 4. None of these.

Question 16 Partnership performance is dependent on: 1. Having clear benefits for all participants. 2. Having a good strategic fit of partners. 3. Having involvement of all management levels. 4. All of these.

Question 17 Quality behaviour depends on __________ and __________. Fill in the missing words: 1. Personal quality standard; leadership. 2. Team building; quality knowledge. 3. Disposition to quality; ability to quality. 4. Availability of time; support of colleagues.

Question 18 The different organization concepts are related to each other by different degrees of __________ and __________. Fill in the missing words: 1. Specialization; coordination. 2. Formalization; centralization. 3. Centralization; standardization. 4. Authority; coordination.

Question 19 The behavioural approach of leadership argues that effective leadership depends on the personal characteristics of the leader. 1. True 2. False

Question 20 The Quality Assurance department should be positioned as high as possible in the hierarchy. 1. True 2. False

Chapter 3 - Quality Management

Question 1 Correct answer: 3 Incorrect feedback: The correct answer is: Organizations focus on customers and on the role of managers to support work efforts to continually improve quality and customer service (see Figure 3.3).

Question 2 Correct answer: 4 Incorrect feedback: The correct answer is: All of these (see paragraph 3.1.4).

Question 3 Correct answer: 2 Incorrect feedback: The correct answer is: Conflict management, use of power (see paragraph 3.1.5).

Question 4 Correct answer: 4 Incorrect feedback: The correct answer is: All of these (see paragraph 3.1.6).

Question 5 Correct answer: 2 Incorrect feedback: The correct answer is: His company-wide system of total quality control (see paragraph 3.2.2 (page 73)).

Question 6 Correct answer: 4 Incorrect feedback: The correct answer is: All of these (see paragraph 3.2.2 (page 70)).

Question 7 Correct answer: 4 Incorrect feedback: The correct answer is: Setting objectives, deciding how to accomplish them (see paragraph 3.3.1).
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Question 8 Correct answer: 2 Incorrect feedback: See paragraph 3.3.2 for the correct answer.

Question 9 Correct answer: 1 Incorrect feedback: The correct answer is: Planning, control and improvement (see Figure 3.19/3.24).

Question 10 Correct answer: 3 Incorrect feedback: The correct answer is: Mid-term oriented, project planning (see paragraph 3.3.5).

Question 11 Correct answer: 4 Incorrect feedback: The correct answer is: All of these (see paragraph 3.5.1).

Question 12 Correct answer: 1 Incorrect feedback: The correct answer is: Managers enabling and helping others to gain power and achieve influence (see paragraph 3.4.4).

Question 13 Correct answer: 4 Incorrect feedback: The correct answer is: All of these (see paragraph 3.6.2).

Question 14 Correct answer: 4 Incorrect feedback: The correct answer is: All of these (see Figure 3.29).

Question 15 Correct answer: 1 Incorrect feedback: The correct answer is: Decentralized, informal (see Figure 3.42). Question 16 Correct answer: 4 Incorrect feedback: The correct answer is: All of these (see paragraph 3.6.3).

Question 17 Correct answer: 3 Incorrect feedback: The correct answer is: Disposition to quality, ability to quality (see Figure 3.31).

Question 18 Correct answer: 2 Incorrect feedback: See Figure 3.34 for the correct answer.

Question 19 Correct answer: 2 Incorrect feedback: The correct answer is: False (see Figure 3.26).

Question 20 Correct answer: 2 Incorrect feedback: The correct answer is: False (see paragraph 3.5.3).