Course Introduction
Management Science
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Management Science is a multidisciplinary field that applies analytical methods, quantitative techniques, and mathematical modeling to solve complex organizational problems and support effective decision-making. The course covers topics such as operations research, optimization, simulation, forecasting, and decision analysis, equipping students with the tools to address real-world business challenges. Through case studies and practical applications, students learn how to analyze data, evaluate alternatives, and implement solutions that improve organizational efficiency and effectiveness across various industries.
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Managing for Quality and Performance Excellence 10th Edition by James R. Evans
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14 Chapters
1153 Verified Questions
1153 Flashcards
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Page 2
Chapter 1: Introduction to Quality
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80 Verified Questions
80 Flashcards
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Sample Questions
Q1) The _____ function helps an organization in achieving quality by exposing the costs of poor quality and opportunities for reducing it.
A)marketing and sales
B)manufacturing and assembly
C)legal services
D)finance and accounting
Answer: D
Q2) The value perspective defines quality of a product on the basis of:
A)the ability of the product to perform its intended function.
B)the relationship of product benefits to price.
C)the quantity of some product attribute.
D)the product's conformance to its specifications.
Answer: B
Q3) According to the product perspective of quality,a smaller number of product attributes are equivalent to higher quality.
A)True
B)False
Answer: False
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Chapter 2: Foundations of Quality Management
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80 Flashcards
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Sample Questions
Q1) List KARLEE's three values.
Answer: The three values adhered to in the KARLEE organization are:
a.a systematic approach to business and performance management, b.a desire for long-term partnerships,and
c.global leadership.
Q2) Variation in a production process decreases capacity utilization.
A)True
B)False
Answer: True
Q3) Feigenbaum popularized the term _____,which described the portion of plant capacity wasted due to poor quality.
A)exponential distribution
B)hidden factory
C)quincunx
D)quality trilogy
Answer: B
Q4) One of the most important quality management techniques is basic statistics.
A)True
B)False
Answer: True
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Chapter 3: Customer Focus
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80 Verified Questions
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Sample Questions
Q1) The "conformance" dimension of a service depends on the ability of the service provider to provide what was promised to the customers,dependably and accurately.
A)True
B)False
Answer: False
Q2) The _____ dimension of the quality,as suggested by David A.Garvin,refers to how a product looks,feels,sounds,tastes,or smells.
A)aesthetics
B)reliability
C)assurance
D)serviceability
Answer: A
Q3) Loyal customers are most likely to be dissatisfied when problems are not resolved after complaining to the organization.
A)True
B)False
Answer: True
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Page 5
Chapter 4: Workforce Focus
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Sample Questions
Q1) Which of the following practices will lead to effective recognition and rewarding of employees?
A)Tying rewards to immeasurable performance so that employees provide more attention to quality rather than quantity
B)Giving individual rewards rather than team rewards because team rewards can ignore the contributions of individual employees to the team
C)Rewarding behavior, not just results
D)Rewarding employees only through cash rewards as money is the most important and effective motivating factor for most employees
Q2) Hewitt Associates uses _____ analysis to determine the most important drivers of retention for CS representatives.
A)regression
B)correspondence
C)principal component
D)independent component
Q3) Describe the steps taken by the HR team at Hewitt Associates to improve the productivity and growth opportunity for CS representatives.
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Chapter 5: Process Focus
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Sample Questions
Q1) Processes must be measurable and repeatable in order to apply the techniques of process management.
A)True
B)False
Q2) Suppliers include not only companies that provide materials and components,but also distributors,transportation companies,and information,health care,and education providers.
A)True
B)False
Q3) How are team members empowered at K&N?
Q4) Services that emphasize on professional judgement of the employees often succeed in providing good solutions to customer problems.
A)True
B)False
Q5) Identifying potential defects and errors and stopping a process before they occur is the best approach to avoid mistakes in a process.
A)True
B)False
Q6) How does K&N deal with a formal new process or a process change?
Page 7
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Chapter 6: Statistical Methods in Quality Management
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Sample Questions
Q1) Which of the following constitutes an approach to reducing sampling error?
A)Providing statistical training to workers at all organizational levels
B)Using user-friendly software for data analysis and visualization
C)Taking a larger sample from the population
D)Planning the sampling study carefully
Q2) The Data Validation Toolpak in Microsoft Excel for Windows provides many procedures for conducting statistical analyses.
A)True
B)False
Q3) What are the typical soldering defects in a wave soldering process of a PCA-Encoder?
Q4) The square of the correlation coefficient is called the coefficient of determination. A)True B)False
Q5) What are some of the applications of statistics used in quality?
Q6) Define binomial and Poisson distributions.State their probability functions.
Q7) The collection of all possible outcomes of an experiment is called an event. A)True B)False
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Chapter 7: Design for Quality and Product Excellence
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Sample Questions
Q1) Which of the following is the first phase of a typical product development process?
A)Product/process development
B)Preliminary concept development
C)Idea generation
D)Market introduction
Q2) A personal computer system is composed of the processing unit,graphics board,and keyboard with reliabilities of 0.976,0.785,and 0.893,respectively.This is a series system and even if one component fails,the computer will not function correctly.The reliability of this system is:
A)0.684
B)0.953
C)2.654
D)0.857
Q3) The methodology of axiomatic design is based on the premise that good design is governed by laws similar to those in natural science.
A)True
B)False
Q4) List the six basic steps involved in building the house of quality.
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9
Chapter 8: Measuring and Controlling Quality
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105 Verified Questions
105 Flashcards
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Sample Questions
Q1) If the variation in the process is due to common causes alone,the process is said to be:
A)out of control.
B)in pre-control.
C)in statistical control.
D)out of capability.
Q2) For statistical process control,a good sampling method should always:
A)use samples of random measurements over a long period of time.
B)minimize sampling cost.
C)maximize sample size.
D)use rational subgroups.
Q3) A precision parts manufacturer produces bolts for use in military aircraft.The specifications for bolt length are 37.50 ± 0.25 cm.The company has established an \( \bar{x} \) -chart and an R-chart using samples of size five.The center lines for the \( \bar{x} \) -chart and R-chart are set at 37.35 cm and 1.05 cm,respectively.What is the value of Cpk for this process?
A)0.07
B)0.28
C)0.75
D)0.03
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Chapter 9: Process Improvement and Six Sigma
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Sample Questions
Q1) Describe the concepts on which the core philosophy of Six Sigma is based.
Q2) In which of the following stages of the PDSA cycle do the improvements become standardized and the final plan is implemented as a "current best practice" and communicated throughout the organization?
A)Study
B)Do
C)Plan
D)Act
Q3) ______ are the graphical components of regression analysis.
A)Histograms
B)Run charts
C)Pareto diagrams
D)Scatter diagrams
Q4) With respect to Pareto analysis,a Pareto _____ is one in which the characteristics observed are ordered from largest frequency to smallest.
A)quincunx
B)histogram
C)charter
D)distribution
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Chapter 10: The Baldrige Framework for Performance Excellence
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Q1) In the context of the criteria for performance excellence,the strategic planning category is positioned as the foundation for all other categories in the systems framework that underlies the Baldrige philosophy.
A)True
B)False
Q2) 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.
A)True
B)False
Q3) In the context of the criteria for performance excellence,the results category provides "real-time" information for evaluation and improvement of processes and products,in alignment with overall organizational strategy.
A)True
B)False
Q4) Over a period of three years,BSPD applied for the Baldrige Award.In 2000,the company did not receive a site visit.What were some of the key strengths and outstanding practices the examiners recognized about BSPD?
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Chapter 11: Strategy and Performance Excellence
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Sample Questions
Q1) _____ is essentially a quality-based approach to executing a strategy by ensuring that all employees understand the business direction and are working according to a plan to make the vision a reality.
A)Policy deployment
B)Mission development
C)Value development
D)Quality orientation
Q2) What is Branch-Smith Printing Division's vision statement?
A)The objective of the Branch-Smith Printing Division is to provide expert solutions for publishers.
B)Market leading business results through an expert team providing turnkey solutions to customer partners.
C)Our single focus will continue to be helping customers all over the world succeed in their businesses.
D)Branch-Smith Printing will seek to continuously improve results for all stakeholders through the application of its Innovating Excellence Process.
Q3) What are the Seven Management and Planning Tools?
Q4) Discuss the strategic planning process used by Cigna.
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Chapter 12: Measurement and Knowledge Management for Performance Excellence
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Sample Questions
Q1) Leading indicators of a balanced scorecard represent long-term results.
A)True
B)False
Q2) Leading organizations continually improve their performance measurement systems,staying abreast of new techniques.
A)True
B)False
Q3) Pal's Sudden Service uses an automated data collection,integration,and analysis system called _____ to generate store-level and companywide reports on sales.
A)SysDiner
B)Knowledge Network
C)Quincunx
D)eTracker
Q4) In the context of managing information resources,the quality of information can be improved by:
A)avoiding electronic data capture.
B)placing accountability on the creators of data and information.
C)using multiple databases whenever feasible.
D)using as many intermediaries as possible to handle data.
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Chapter 13: Leadership for Performance Excellence
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Sample Questions
Q1) Compared to transactional leadership,transformational leadership is more aligned with organizational change required by total quality and Baldrige-like performance excellence models.
A)True
B)False
Q2) An important aspect of an organization's leadership is its responsibility to the public and practice of good citizenship.
A)True
B)False
Q3) In the context of the leadership styles defined by Hersey and Blanchard,in which of the following styles of leadership do leaders allocate tasks and set direction,but the subordinate has full control over the performance of the work?
A)Supporting
B)Delegating
C)Directing
D)Coaching
Q4) What are the various characteristics of effective strategic leadership?
Q5) What were the apparent causes of the problems faced at the magnesium plant of Alcoa?
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Chapter 14: Building and Sustaining Quality and Performance Excellence
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Sample Questions
Q1) Numerous approaches were used by Corning to transform manufacturing operations.This approach was effected by using:
A)3- to 10-person project teams.
B)TPM experts.
C)customized DMAIC tools.
D)project proliferation.
Q2) List the six stages of a quality life cycle.
Q3) Which of the following is true about the stage 2 of the Baldrige roadmap to performance excellence?
A)At this stage projects succeed often enough for most of the organizations, but the overall culture does not change and system-wide performance excellence is elusive.
B)At this stage approaches of leadership, such as values deployment and culture building, begin to link and align with the operational processes of the organization.
C)At this stage organizations opt to wait for mandates and regulations, and they implement change when required to maintain compliance.
D)At this stage senior leaders begin to experience traction on their organizational transformation strategies.
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Page 16