Organizational Behavior Exam Review
Course Introduction
Organizational Behavior explores the complex dynamics of how individuals, groups, and structures influence behavior within organizations. This course examines key topics such as motivation, leadership, team dynamics, communication, organizational culture, decision-making, and change management. Through case studies, theoretical frameworks, and real-world examples, students develop an understanding of how to improve organizational effectiveness, foster positive workplace relationships, and enhance overall productivity by applying principles of psychology and management to real business situations.
Recommended Textbook
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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Chapter 1: Introduction to Quality
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80 Verified Questions
80 Flashcards
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Sample Questions
Q1) Organizations can ensure that the quality is rooted in their culture by:
A)internalizing quality at the personal level and encouraging employees to practice quality in all activities of life.
B)encouraging employees to do more than what they are expected to do through reward programs.
C)ensuring that the company follows all the laws and regulations regarding product labeling, packaging, and other marketing requirements.
D)allotting sufficient budget for equipment, training, and other means of assuring quality.
Answer: A
Q2) What are the key areas in corporation health that are measured by the executive management team balanced scorecard at Huawei?
Answer: The balanced scorecard at Huawei measures four key areas in corporation health: financial and profit,customer and quality,growth and learning,and internal business performance.
Q3) What was the reason for the competitive advantage of Xerox?
Answer: The competitive advantage of Xerox was due to strong patents,a growing market,and little competition.
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Chapter 2: Foundations of Quality Management
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80 Verified Questions
80 Flashcards
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Sample Questions
Q1) Unlike other management gurus and consultants,Deming defined and described quality precisely.
A)True
B)False
Answer: False
Q2) Who among the following influenced the development of a participative,bottom-up view of quality,which became the trademark of the Japanese approach to quality management?
A)Joseph Juran
B)A.V.Feigenbaum
C)Kaoru Ishikawa
D)Philip.B.Crosby
Answer: C
Q3) In Juran's quality trilogy,the process of meeting quality goals during operations is called:
A)quality control.
B)quality planning.
C)quality leadership.
D)quality improvement.
Answer: A
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Chapter 3: Customer Focus
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80 Verified Questions
80 Flashcards
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Sample Questions
Q1) According to Juran,the customers who fall under the category of "useful many" typically need only standardized attention as a group.
A)True
B)False
Answer: True
Q2) Which of the following is most likely to be true of a customer-focused organization?
A)They make it easy for the customers to conduct business.
B)They do not encourage customer complaints as it will affect their brand image.
C)They are less keen on engaging in a face-to-face conversation with the customers.
D)They do not provide explicit guarantees and warranties to the customers.
Answer: A
Q3) The customer satisfaction measurement of "customer perceived value" focuses more on loyalty than on customer satisfaction.
A)True
B)False
Answer: True
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Chapter 4: Workforce Focus
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80 Flashcards
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Sample Questions
Q1) Empowerment,teamwork,and good working environment motivate employees intrinsically.
A)True
B)False
Q2) Ergo Industries,which manufactures automotive parts,had taken various measures to improve the quality of the products.The product-line managers at the company had the authority to stop production if they found the components to be defective without the approval of the senior management in the company and to take measures to resolve the issue.This authority motivated the managers to perform their jobs better.According to Hackman and Oldham work design model,which of the following core job characteristics is influencing the performance of managers in the above scenario?
A)Skill variety
B)Task identity
C)Autonomy
D)Task significance
Q3) Strategic human resource management relies on proven approaches to improve organizational performance.
A)True
B)False
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Chapter 5: Process Focus
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79 Verified Questions
79 Flashcards
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Sample Questions
Q1) Services that emphasize on professional judgement of the employees often succeed in providing good solutions to customer problems.
A)True
B)False
Q2) A(n)_____ is a design tool that enables management to study and analyze processes prior to implementation in order to improve quality and operational performance.
A)Likert's scale
B)flowchart
C)quality manual
D)affinity diagram
Q3) The management team at Kyra Electronics is looking for ways to achieve higher levels of performance.It is trying to obtain higher yields and reduce cycle times.In the context of the three major activities involved in process management,the management team at Kyra is engaged in the _____ activity of process management.
A)mapping
B)improvement
C)design
D)control
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Page 7
Chapter 6: Statistical Methods in Quality Management
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94 Verified Questions
94 Flashcards
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Sample Questions
Q1) A confidence interval is an interval estimate of a population parameter that also specifies the likelihood that the interval contains the true population parameter.
A)True
B)False
Q2) Probability is the likelihood that an outcome occurs.
A)True
B)False
Q3) A random variable is a numerical description of the outcome of an experiment.
A)True
B)False
Q4) Correlation is a measure of a linear relationship between two variables,X and Y,and is measured by the (population)correlation coefficient.
A)True
B)False
Q5) What are the rules that apply when calculating probabilities of events?
Q6) The square of the correlation coefficient is called the coefficient of determination. A)True
B)False
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Chapter 7: Design for Quality and Product Excellence
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80 Verified Questions
80 Flashcards
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Sample Questions
Q1) The managed care organizations (MCOs)used the QFD process to redesign their handbook.List the technical requirements identified through this QFD process that describe how the organization will respond to the customer requirements.
Q2) In practice,product design reliability is determined by the number of failures per unit time during the duration under consideration.
A)True
B)False
Q3) The predicted reliability determined by the design of the product or process is called the _____ reliability.
A)achieved
B)perceived
C)inherent
D)nominal
Q4) One of the most significant barriers to efficient product development is the adaption of concurrent engineering within an organization.
A)True
B)False
Q5) What is the mission and philosophy of Shure Inc.?
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Chapter 8: Measuring and Controlling Quality
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105 Verified Questions
105 Flashcards
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Sample Questions
Q1) 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.
A)True
B)False
Q2) Control limits are often confused with _____.
A)pre-control lines
B)center lines
C)specification limits
D)three sigma limits
Q3) In pre-control,which zone covers the nominal specification of a process?
A)Gray zone
B)Green zone
C)Red zone
D)Yellow zone
Q4) Attribute measurement requires a much larger sample size than variable measurement to obtain the same amount of statistical information.
A)True
B)False
Q5) Identify the tradeoffs associated with the s-chart instead of the R-chart.
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Chapter 9: Process Improvement and Six Sigma
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80 Verified Questions
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Sample Questions
Q1) The "define" phase of the DMAIC process focuses on describing the problem in operational terms that facilitate further analysis.
A)True
B)False
Q2) _____ are special types of data collection forms in which the results can be interpreted on the form directly without additional processing.
A)Check sheets
B)Run charts
C)Data sheets
D)Control charts
Q3) In the context of a Six Sigma team,who among the following is typically a senior-level manager who owns the Six Sigma project and is responsible for its completion and results?
A)A black belt
B)A champion
C)A green belt
D)A team member
Q4) What are the various factors that should be considered when selecting a Six Sigma project?
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Chapter 10: The Baldrige Framework for Performance Excellence
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80 Flashcards
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Sample Questions
Q1) How does AtlantiCare empower its employees in individual business units?
Q2) ISO 9000:2000 is a comprehensive business performance framework.
A)True
B)False
Q3) The Canadian Awards for Business Excellence quality criteria are similar in structure to the Baldrige Award Criteria.
A)True
B)False
Q4) In the context of the criteria for performance excellence,the _____ category provides "real-time" information (measures of progress)for evaluation and improvement of processes and products,in alignment with overall organizational strategy.
A)Operations Focus
B)Measurement, Analysis, and Knowledge Management
C)Strategic Planning
D)Results
Q5) Identify four quality awards that have been implemented by nations or coalitions outside the United States.Explain their relationship to the Baldrige Award.
Page 12
Q6) What is the performance excellence framework used by AtlantiCare?
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Chapter 11: Strategy and Performance Excellence
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78 Flashcards
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Sample Questions
Q1) In many cases,the decision to vertically integrate is based solely on costs without considering the impact on other business priorities.
A)True
B)False
Q2) In the line and staff form of organization structure,quality managers and inspectors may take on the role of guardians of quality.
A)True
B)False
Q3) As part of its strategic planning process,managers at Cigna learn what behaviors are required to ensure effectiveness.Discuss.
Q4) What are core competencies? Describe its characteristics.
Q5) Matrix data analysis takes data and arranges them to display quantitative relationships among variables to make them more easily understood and analyzed.
A)True
B)False
Q6) What is the strategic planning process of Branch-Smith Printing Division?
Q7) What are the steps in the Branch-Smith strategic planning process?
Q8) How does Six Sigma help Cigna improve quality and productivity?
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Chapter 12: Measurement and Knowledge Management for Performance Excellence
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80 Verified Questions
80 Flashcards
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Sample Questions
Q1) What led to the creation of "customer perfect!" in postal services?
Q2) _____ data refer to industry averages,competitor performance,world-class benchmarks,or performance measures of other organizations with similar product offerings.
A)Cross-functional
B)Comparative
C)Reviewed
D)Interlinked
Q3) What makes it complex for the U.S.Postal service to balance the interests of its stakeholders?
Q4) _____ of product and service performance and customer indicators is a critical management tool for defining and focusing on key quality and customer requirements,identifying product and service differentiators in the marketplace,and determining cause-effect relationships between product and service attributes and measures of customer satisfaction and loyalty.
A)Regression analysis
B)Benchmarking
C)Correlation analysis
D)Quincunx experimentation
Q5) What is knowledge sharing at ConocoPhillips based on?
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Chapter 13: Leadership for Performance Excellence
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Sample Questions
Q1) According to Bass,compared to transformational leaders,transactional leaders have greater interest in continuous organizational change and improvement transcending or aligning self-interests for the longer-range greater good of the organization and its members
A)True
B)False
Q2) What are the various characteristics of effective strategic leadership?
Q3) Where is the Advocate Good Samaritan Hospital located?
A)Arkansas
B)New Jersey
C)Illinois
D)Pennsylvania
Q4) Discuss the transactional leadership theory.
Q5) The leadership system refers to how leadership is exercised,formally and informally,throughout an organization.
A)True
B)False
Q6) Describe the organizational structure of the magnesium plant of Alcoa.
Q7) What were the requirements of the new leadership model conceived by the Crosbys and the plant leaders?
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Chapter 14: Building and Sustaining Quality and Performance Excellence
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77 Verified Questions
77 Flashcards
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Sample Questions
Q1) Which of the following stages of the Baldrige roadmap can be rightly called the "sustaining" phase?
A)Stage 2
B)Stage 1
C)Stage 0
D)Stage 4
Q2) Small organizations and nonprofits have generally been quick to adopt quality initiatives.
A)True
B)False
Q3) With respect to American Express's change process,which of the following steps answer the question "What have we learned and how can we leverage it?"
A)Sustaining momentum
B)Driving commitment
C)Creating a vision
D)Accelerating the transition
Q4) Sustainability requires continual learning.
A)True
B)False
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