1. In a TQM manufacturing environment, the burden of inspecting the quality of purchased material rests with the _____.
transporter of the material
supplier of the material
user of the material
purchaser of the material
2. Employees of an insurance firm are given the task of studying the very successful employee training program at a bank. This is an example of which of the following?
Process management
Strategic reengineering
Benchmarking
Quality control
3. Which type of process drives the creation of products and services, is critical to customer satisfaction, and has a large impact on the organization's strategic goals?
Value-creation process
Support process
Outsourced process
Supplier process
4. _____ are accountable for process performance.
Process managers
Process owners
Process workers
Process Black Belts
5. In the context of process management, _____ is the activity of ensuring conformance to the requirements and taking corrective action when necessary to correct problems and maintain stable performance, whereas _____ implies enhancing performance.
performance, innovation
control, improvement
inspection, anticipation
standardization, customization
6. If a company finds that the level of employee satisfaction appears to predict turnover, then employee satisfaction represents ______ measure while turnover represents ______ measure.
a leading, a lagging
a prescriptive, a predictive
a dependent, an independent
a prevention, an appraisal
7. A good, balanced scorecard should contain which of the following?
Lagging measures only
Leading measures only
Both lagging and leading measures
Neither lagging nor leading measures
8. Operational improvement is an example of which of the following measures?
Customer-focused measure
Organizational effectiveness measure
Governance measure
Social responsibility measure
9. An advantage of cost of quality measures is that management receives a report in which the unit of analysis is _____.
errors
defects
dollars
lost sales
10. Regulatory/legal compliance and community service is an example of which of the following performance measures?
Financial and market measure
Governance measure
Human resource measure
Leadership and social responsibility measure
1. Match the following:
Process improvement
Kaizen
Cycle time
Agility
Breakthrough improvement
2. What are the three main costs that relate to external failure costs?
3. What are three of the five purposes of a performance measurement system?
4. What are three of the five benefits listed that the right information to the right people can provide?
5. What are three of the seven elements of effective quality control systems?
6. What are three of the five activities that a total approach to product and process design involves?
7. Briefly describe breakthrough quality improvement.