1.Improvements in operations are achieved by reducing the causes and impacts of variation.

True or False

2.Setting targets for each performance provides the basis for strategy deployment.

True or False

3.Setting targets for each performance measure provides the basis for strategy deployment.

Nature of work

Adequate pay

Safe working environment

Reasonable level of job security

4.For variable data, the two important quality measures are the proportion nonconforming and nonconformances per unit.

True or False

5.Pre-control should only be used when process capability is no greater than 88 percent of the tolerance.

True or False

6.Herzberg's Two-Factor theory proposed that factors such as recognition, advancement, achievement, and the nature of the work itself are effective in motivating employees to work harder.

True or False

7.The Organizational Profile provides the "finer picture" of the various organizational parts and thus sets the context for good strategic decisions.

True or False

8.The competitive strategy level is where organizational strategy and Six Sigma must align, because it is at this level that the tools of Six Sigma can be most effectively applied.

True or False

9.The s-chart is recommended when

the control chart calculations need to be performed by hand.

tight control of variability in the process is required.

the-chart is not associated with an R-chart.

the sample size for each sample needs to be reduced.

10.The outputs of service processes are as well defined as manufactured products.

True or False

11.Which of the following perspectives of the balanced scorecard focuses on market share?

Internal

Customer

Innovation and learning

Learning

12.Affinity diagrams help firms to efficiently organize large volumes of information and identify natural patterns or groupings in the information.

True or False

13.With respect to the types of challenges facing present and future management as classified by the "changing nature of leadership" (CNL) studies conducted by the Center for Creative Leadership, _____ challenges were those where current leadership skills had to be extended and adjusted to new environments.

Critical

Adaptive

Technical

Absorptive

14.An effective leadership system encourages initiative and risk taking.

True or False

15.The second group of questions in the Baldrige Organizational Profile is listed under the heading "Organizational Environment."

True or False

16.In practice, product design reliability is determined by the number of failures per unit time during the duration under consideration.

True or False

17.With respect to the six stages of a quality life cycle, in which of the following stages is an existing quality initiative refocused and given new resources?

Decline

Stagnation

Energizing

Adoption

18._____ refers to the harmonization of plans, processes, information, resource decisions, actions, results, and analyses to support key organization-wide goals.

Interlinking

Integration

Perseverance

Accountability

19.The total quality philosophy was initially based on only one principlecustomer focus.

True or False

20.The term "management challenges" refers to those pressures that exert a decisive influence on an organization's likelihood of future success.

True or False

21.All the following are key factors included in an environmental assessment EXCEPT

the organization's SWOT profile.

the workforce profile and future requirements.

early indications of major shifts in technology.

the long-term organizational sustainability.

22.An interrelationship digraph shows that every idea can be logically linked with more than one other idea at a time and allows for "linear thinking" rather than "lateral thinking."

True or False

23.Decisions about work systems are

operational.

strategic.

customer-focused.

administrative.

24.Which of the following personal leadership competencies refers to the ability to discern what is right from wrong and commit to the right path?

Accountability

Integrity

Creativity

Perseverance

25.Support processes generally add value directly to a product or service.

True or False

26.Identifying potential defects and errors and stopping a process before they occur is the best approach to avoid mistakes in a process.

True or False

27._____ is the basis for Deming's plan-do-study-act cycle.

Incremental gains

Experimentation

Stagnation

Slow pace of change

28.Which of the following activities of the Design for Six Sigma (DFSS) focuses on creating and building a product idea and determining its functionality based upon customer requirements, technological capabilities, and economic realities?

Detailed design

Design verification

Concept development

Design optimization

29.The _____ is a simple adaptation of the scientific method for process improvement.

Deming cycle

Taguchi loss function

quality trilogy

quincunx experiment

30.One of the major disadvantages of the Histogram tool is that the results are not dynamically linked to the data.

True or False

31.Effective strategy deployment is dependent upon, and tends to shape, organizational structure because the organizational structure must be aligned with and support the accomplishment of strategic initiatives.

True or False

32.Defects per million opportunities (dpmo) =

(Number of defects discovered)/Opportunities for error 100,000.

(Number of defects discovered)/Opportunities for error 1,000,000.

(Opportunities for error Number of defects discovered)/1,000,000.

(Opportunities for error/Number of defects discovered) 10,000,000.

33.According to the observations of A. V. Feigenbaum and Donald S. Feigenbaum, quality has become one of the twentieth century's most important management ideas.

True or False

34.The square of the correlation coefficient is called the coefficient of determination.

True or False

35.A frequency distribution is a table that shows the number of observations in each of several nonoverlapping groups.

True or False

36.The control chart most appropriate for plotting the daily percentage of students that wait longer than 5 minutes in line at the undergraduate admissions office is a(n)

p-chart.

np-chart.

x-chart.

-chart.

37.Narrow tolerances in product design tend to raise manufacturing costs but they also increase the interchangeability of parts within the plant and in the field, product performance, durability, and appearance.

True or False

38.A major benefit of Baldrige is that it naturally provides a framework for organizational learning and, therefore, helps to enhance and sustain an organization, no matter what its current level of maturity.

True or False

39.Strategically placed tray-return stands and trash receptacles remind customers to return trays in fast-food facilities. This is an example of a poka-yoke technique designed to prevent

customer errors in preparation.

customer errors during an encounter.

customer errors at the resolution stage of a service.

treatment errors between the server and the customer.

40.A testing engineer in a light bulb factory is planning a study to estimate the average life of a large shipment of light bulbs. The engineer wants to estimate the average life within plus or minus 16 hours with 95 percent confidence. Assuming a process standard deviation of 90 hours, what is the sample size for this study?

7

43

58

122

41.If most of the points on a control chart fluctuate randomly between the control limits with no recognizable pattern, then the process is in statistical control.

True or False

42._____ refers to the system of management and controls exercised in the stewardship of an organization.

Charisma

Contingency

Governance

Perseverance

43.The variance is the simplest measure of dispersion and is computed as the difference between the maximum value and the minimum value in the data set.

True or False

44.Common causes of variation in a production process are a result of the design of the product and production system.

True or False

45.American Express pioneered the concept of Six Sigma as an approach to measuring product and service quality.

True or False

46.Loyal customers are most likely to become dissatisfied when problems are not resolved after complaining to the organization.

True or False

47.Management teams are specially empowered work teams whose members gather to solve a specific problem and then disband.

True or False

48.An affinity diagram is a tool that can be used by organizations to

measure the response of customers by allowing them to express their degree of satisfaction on a five-point scale.

streamline their communication process with customers.

gather and organize a large number of ideas or facts.

train their employees on service recovery.

49.In the context of the Criteria for Performance Excellence, the Results category provides "realtime" information for evaluation and improvement of processes and products, in alignment with overall organizational strategy.

True or False

50.Which of the following statements regarding production of services is true?

Compared to manufacturing organizations, it is easier for service organizations to identify and measure customers' needs and performance standards as they involve human contact.

The production of services typically requires a lower degree of customization than does manufacturing.

Compared to manufacturing, production of services is typically less labor intensive.

• Services are produced and consumed simultaneously