Organizational Excellence Exam
Bank
Course Introduction
Organizational Excellence explores the strategies and practices that enable organizations to achieve superior performance and sustain competitive advantages in a dynamic environment. The course examines frameworks such as Total Quality Management, Six Sigma, and the Baldrige Criteria to assess and improve organizational processes, culture, and leadership. Students learn how to implement continuous improvement, foster innovation, align goals across departments, and engage employees to drive overall effectiveness. Emphasis is placed on case studies and real-world applications that illustrate successful transformation initiatives and best practices for maintaining high standards of quality and stakeholder satisfaction.
Recommended Textbook
Managing for Quality and Performance Excellence 8th Edition by James R. Evans
Available Study Resources on Quizplus
13 Chapters
1384 Verified Questions
1384 Flashcards
Source URL: https://quizplus.com/study-set/648
Page 2
Chapter 1: Introduction
Available Study Resources on Quizplus for this Chatper
126 Verified Questions
126 Flashcards
Source URL: https://quizplus.com/quiz/12289
Sample Questions
Q1) A.V.Feigenbaum recognized the importance of a comprehensive organizational approach to quality in the 1950s and coined the term _____.
A)process control
B)total quality control
C)quality circle
D)companywide quality control
Answer: B
Q2) A key contribution of Frederick Taylor's scientific management philosophy was to:
A)reduce the reliance on inspectors for quality assurance.
B)increase the training and education workers received.
C)separate the planning function from the execution function.
D)combine individual work tasks to promote teamwork.
Answer: C
Q3) _____ denotes a firm's ability to achieve market superiority.
A)Quality focus
B)Competitive advantage
C)Performance excellence
D)Customer focus
Answer: B
To view all questions and flashcards with answers, click on the resource link above.
Page 3
Chapter 2: Total Quality In Organizations
Available Study Resources on Quizplus for this Chatper
105 Verified Questions
105 Flashcards
Source URL: https://quizplus.com/quiz/12290
Sample Questions
Q1) The Federal Quality Institute was established within the U.S.Office of Personnel Management to:
A)regulate implementation of ISO 9000 standards.
B)facilitate the use of quality management practices in the federal government.
C)monitor quality in third-world nations.
D)administer the Malcolm Baldrige National Quality Award.
Answer: B
Q2) _____ -a form of team participation-were developed in the late 1970s at several Department of Defense installations,such as the Norfolk Naval Shipyard and the Cherry Point Naval Air Station.
A)Systems thinking
B)Continuous improvement
C)The Golden Hammer
D)Quality circle programs
Answer: D
Q3) Low-cost procurement is the primary responsibility of the purchasing agent.
A)True
B)False
Answer: False
To view all questions and flashcards with answers, click on the resource link above.
Page 4
Chapter 3: Philosophies And Frameworks
Available Study Resources on Quizplus for this Chatper
130 Verified Questions
130 Flashcards
Source URL: https://quizplus.com/quiz/12291
Sample Questions
Q1) According to Deming and Juran,the majority of quality problems are associated with:
A)uncaring workers.
B)the lack of production quotas.
C)processes designed by management.
D)an unnecessary reliance on statistical tools.
Answer: C
Q2) _____ are the best routes to improving quality.
A)Slogans
B)Motivational programs
C)Numerical quotas
D)Statistical thinking
Answer: D
Q3) ISO 9000:2000 recertification is required every:
A)3 years.
B)5 years.
C)7 years.
D)8 years.
Answer: A
To view all questions and flashcards with answers, click on the resource link above. Page 5
Chapter 4: Strategic Focus For Performance Excellence
Available Study Resources on Quizplus for this Chatper
104 Verified Questions
104 Flashcards
Source URL: https://quizplus.com/quiz/12292
Sample Questions
Q1) Action plans may include all of the following EXCEPT:
A)description of the competitive position of the firm vis-à-vis competitors.
B)details of resource commitments and time horizons for accomplishment.
C)the design of efficient processes.
D)creation of an accounting system that tracks activity-level costs.
Q2) Strategy development requires an environmental assessment of key factors which typically include all of the following EXCEPT:
A)career development paths of maturing workforce.
B)early indications of major shifts in technology, markets, customer preferences.
C)competition, or the regulatory environment.
D)long-term organizational sustainability.
Q3) Mission is the pattern of decisions that determines and reveals an organization's goals,policies,and plans to meet the needs of its stakeholders.
A)True
B)False
Q4) Describe the basic strategy development model illustrated in the text.
Q5) What is catchball? Describe.
Q6) What are work systems?
To view all questions and flashcards with answers, click on the resource link above. Page 6
Chapter 5: Focusing On Customers
Available Study Resources on Quizplus for this Chatper
97 Verified Questions
97 Flashcards
Source URL: https://quizplus.com/quiz/12293
Sample Questions
Q1) Modern outlook on customer satisfaction requires that firms must first:
A)avoid creating dissatisfied customers because of product or service failures.
B)design efficient customer service systems.
C)enforce stringent quality control standards for product delivery.
D)conduct effective feasibility studies before delivering a product or service.
Q2) Which of the following is NOT TRUE of the net present value of customers?
A)A firm can determine the net value of offering increasing levels of benefits to users.
B)Profit potential can be measured by the net present value of the customer.
C)The number of transactions associated with repeat customers cannot be estimated.
D)Firms can use it to eliminate customers with low or negative values that represent a financial liability.
Q3) If a competitor's product offers the same benefits at a lower price,then the competitor's product provides:
A)higher value.
B)lower quality.
C)lower value.
D)higher quality.
Q4) Describe how a Six Sigma project may lead to increase customer satisfaction.
To view all questions and flashcards with answers, click on the resource link above.
Page 7
Chapter 6: High Performance Workforce Management
Available Study Resources on Quizplus for this Chatper
109 Verified Questions
109 Flashcards
Source URL: https://quizplus.com/quiz/12294
Sample Questions
Q1) Contrast the role and function of human resource management under the traditional and TQ approaches.
Q2) A(n)_____ is a management tool for the submission,evaluation,and implementation of an employee's idea to save cost,increase quality,or improve other elements of work such as safety.
A)workforce vendor system
B)employee engagement system
C)workforce involvement plan
D)employee suggestion system
Q3) Research has indicated that determining who the stakeholders are for a Six Sigma project is an important lesson learned by participants on these project teams.
A)True
B)False
Q4) _____ implies that all workers feel the need to know how their work is evaluated and the outcome of their evaluation.
A)Experienced meaningfulness
B)Experienced responsibility
C)Knowledge of results
D)Experienced motivation
To view all questions and flashcards with answers, click on the resource link above. Page 8
Chapter 7: Process Management
Available Study Resources on Quizplus for this Chatper
98 Verified Questions
98 Flashcards
Source URL: https://quizplus.com/quiz/12295
Sample Questions
Q1) Documenting a process involves all of the following EXCEPT:
A)defining workforce distribution.
B)describing how it is performed.
C)developing a process "map" or flowchart.
D)writing standard operating procedures and work instructions.
Q2) A successful kaizen program within a company requires all of the following EXCEPT:
A)total employee involvement.
B)significant training.
C)substantial financial investment.
D)operating practices.
Q3) Which of the following are the quality characteristics in services that are easily measurable as opposed to observable?
A)Competency
B)Wrong delivery
C)Promptness
D)Nonconformance
Q4) Improvements under kaizen usually require minimal financial investment.
A)True
B)False
To view all questions and flashcards with answers, click on the resource link above. Page 9
Chapter 8: Performance Measurement And Information Management
Available Study Resources on Quizplus for this Chatper
129 Verified Questions
129 Flashcards
Source URL: https://quizplus.com/quiz/12296
Sample Questions
Q1) Which of the following statements about traditional accounting systems is INCORRECT?
A)They present an inadequate picture of manufacturing efficiency.
B)They attach no value to rework or bottlenecks that impede processing.
C)They allocate overhead costs to the products and services that use them.
D)They usually are not structured to capture important cost-of-quality data.
Q2) A convenient way of reporting quality costs is through a breakdown by organizational function.
A)True
B)False
Q3) A statistical tool that can aid interlinking efforts is:
A)analysis of variance.
B)ERP.
C)Pareto analysis.
D)correlation analysis.
Q4) A simple type of index is called a _____ index,computed by dividing a current value by a base period value.
Q5) Discuss the major differences between traditional management accounting and activity-based costing.
To view all questions and flashcards with answers, click on the resource link above. Page 10
Chapter 9: Leading, building, and Sustaining Performance Excellence
Available Study Resources on Quizplus for this Chatper
107 Verified Questions
107 Flashcards
Source URL: https://quizplus.com/quiz/12297
Sample Questions
Q1) As per the model that describes the Baldrige roadmap to performance excellence,at which stage does the transition from the singular focus on change through projects to systematic evaluation and improvement of leadership approaches occur?
A)Stage 1
B)Stage 2
C)Stage 3
D)Stage 4
Q2) When considering management systems,it is understood that people working in the system cannot do better than the system allows.
A)True
B)False
Q3) _____ is the stage of a quality life cycle when a new quality initiative is used in conjunction with an existing one to develop new energy and impact.
A)Adoption
B)Regeneration
C)Maturation
D)Energizing
Q4) The _____ approach holds that there is no universal approach to leadership.
Page 11
To view all questions and flashcards with answers, click on the resource link above.
Chapter 10: Statistical Thinking And Applications
Available Study Resources on Quizplus for this Chatper
97 Verified Questions
97 Flashcards
Source URL: https://quizplus.com/quiz/12298
Sample Questions
Q1) Which of the following is Rule 1 in Deming's Funnel Experiment?
A)Leave the funnel alone.
B)Place the funnel over the spot where the marble last comes to rest.
C)Move the funnel an equal distance in the opposite direction from its current position.
D)Set the funnel an equal distance in the opposite direction of the error from the target.
Q2) All of the following are illustrated by the Red Bead Experiment EXCEPT:
A)management is responsible for the system.
B)all the variation in the production of red beads came entirely from the process itself.
C)special cause variation can be predicted.
D)numerical goals are often meaningless.
Q3) Special-cause variation tends to be easily detectable using statistical methods. A)True B)False
Q4) Explain the three fundamental principles of statistical thinking.Use an example from either your personal life or a work process to illustrate.
Q5) Explain the lessons learned from Deming's Red Bead Experiment.
To view all questions and flashcards with answers, click on the resource link above.
Page 12
Chapter 11: Six Sigma And Process Improvement
Available Study Resources on Quizplus for this Chatper
78 Verified Questions
78 Flashcards
Source URL: https://quizplus.com/quiz/12299
Sample Questions
Q1) Some people assert that Six Sigma quality levels represent overkill in most industry situations.Counter this assertion with industry examples where less than six sigma quality would significantly impact industry performance and perhaps social welfare at large.
Q2) The expectations of customers that matter most to them are known as "critical to quality" issues in Six Sigma terminology.
A)True
B)False
Q3) Half the tolerance is equal to the distance from the target to the upper specification limit.
A)True
B)False
Q4) At a Six Sigma quality level,if the process mean is held exactly on target,the expected result would be:
A)1.5 defects per thousand opportunities.
B)2.8 defects per ten thousand opportunities.
C)3.4 defects per million opportunities.
D)2.0 defects per billion opportunities.
Q5) Explain the concept of lean production.Describe its relation to Six Sigma.
To view all questions and flashcards with answers, click on the resource link above. Page 13
Chapter 12: Design For Quality And Product Excellence
Available Study Resources on Quizplus for this Chatper
104 Verified Questions
104 Flashcards
Source URL: https://quizplus.com/quiz/12300
Sample Questions
Q1) In mathematical terms,the Taguchi loss function assumes that losses can be approximated by a quadratic function so that larger deviations from target correspond to:
A)decreasing tolerances.
B)larger variances.
C)increasingly larger losses.
D)decreasingly smaller variances.
Q2) Which of the following is NOT a process capability index?
A)C<sub>pk</sub>
B)C<sub>pu</sub>
C)C<sub>p</sub>
D)C<sub>pz</sub>
Q3) _____ is a focused process for discovering customer requirements and using them to select superior product or service concepts that meet those requirements.
A)Concept development
B)Concept engineering
C)Concurrent engineering
D)Product development
To view all questions and flashcards with answers, click on the resource link above.
14
Chapter 13: Statistical Process Control
Available Study Resources on Quizplus for this Chatper
100 Verified Questions
100 Flashcards
Source URL: https://quizplus.com/quiz/12301
Sample Questions
Q1) The most commonly applied control limits for variables data are 3-sigma control limits.
A)True
B)False
Q2) If the lower limit for a p-chart computes to a number less than zero,this indicates:
A)that a calculation error has been made.
B)an out of control process.
C)an incorrect use of an attribute measure.
D)that the limit should be set at zero.
Q3) Define the term statistical process control.Outline the steps for setting up a control chart to monitor a process and determine its process capability.
Q4) Statistical process control relies on _____.
A)capability models
B)variance analyses
C)control charts
D)conformance reports
Q5) Discuss the differences in sample size and sampling frequency for attributes and variables data.
To view all questions and flashcards with answers, click on the resource link above. Page 15