Organizational Excellence Exam Preparation
Guide
Organizational Excellence explores the strategies, frameworks, and best practices that drive high performance within organizations. This course examines the principles of quality management, innovation, leadership, and continuous improvement as essential components for achieving and sustaining superior results in a competitive environment. Students will analyze real-world case studies, learn to assess organizational culture, and apply models such as the Baldrige Framework and Lean Six Sigma to promote strategic alignment, operational efficiency, and stakeholder satisfaction. By the end of the course, students will be equipped to lead initiatives that foster excellence and long-term organizational success.
Recommended Textbook
Quality and Performance Excellence 7th Edition by James R. Evans
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11 Chapters
877 Verified Questions
877 Flashcards
Source URL: https://quizplus.com/study-set/1357 Page 2
Chapter 1: Introduction to Quality and Performance Excellence
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79 Verified Questions
79 Flashcards
Source URL: https://quizplus.com/quiz/27106
Sample Questions
Q1) _____ is the subjective assessment of a product resulting from image, advertising, or brand names.
A) Perceived quality
B) Reliability
C) Performance
D) Aesthetics
Answer: A
Q2) In the organismic model of organizations, work is reduced to elementary tasks with a focus on efficiency, conformity, and compliance.
A)True
B)False
Answer: False
Q3) In the context of Noriaki Kano's classification of customer needs, _____ refer to those needs that are expected in a product or service.
A) satisfiers
B) delighters
C) dissatisfiers
D) exciters
Answer: C
Page 3
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Chapter 2: Frameworks for Quality and Performance Excellence
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80 Verified Questions
80 Flashcards
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Sample Questions
Q1) TQ activities generally occur within a function, process, or individual workplace; Six Sigma projects are truly cross-functional.
A)True
B)False
Answer: True
Q2) With regard to quality management systems, a(n) _____ is a formal document that demonstrates a commitment to achieving high quality and meeting customer expectations.
A) guidance document
B) quality trilogy
C) owner's manual
D) quality policy
Answer: D
Q3) A system governed only by _____ causes is stable and its performance can be predicted.
A) special
B) unique
C) common
D) assignable
Answer: C
Page 4
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Chapter 3: Tools and Techniques for Quality Design and Control
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79 Verified Questions
79 Flashcards
Source URL: https://quizplus.com/quiz/27108
Sample Questions
Q1) Which of the following statements is true about the various service components: degree of customer contact and interaction, the degree of labor intensity, and the degree of customization?
A) A hair-stylist would be low in all three dimensions.
B) A railroad is high in labor intensity but low on the other two dimensions.
C) A fast-food restaurant would be high in customization and customer contact, but low in labor intensity.
D) An interior design service would be high in all three dimensions.
Answer: D
Q2) Control charts can be easily applied to service organizations.
A)True
B)False
Answer: True
Q3) By viewing processes as interconnected components of a system, we avoid:
A) suboptimization.
B) capacity utilization.
C) process variance.
D) root causes.
Answer: A
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Chapter 4: Tools and Techniques for Quality Improvement
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79 Verified Questions
79 Flashcards
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Sample Questions
Q1) With respect to the various tools used in lean thinking, _____ is designed to ensure that equipment is operational and available when needed.
A) total productive maintenance
B) pull production system
C) source inspection
D) standardized work system
Q2) The Deming Cycle is composed of four stages: Design, Measure, Analyze, and Control.
A)True
B)False
Q3) The most useful tool for identifying the causes of problems is an Ishikawa diagram.
A)True
B)False
Q4) With respect to the terms used in 5S, shitsuke means _____.
A) sort
B) sustain
C) set in order
D) standardize
Q5) What are the implications of the trends of points in a scatter-diagram?
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Chapter 5: Competitive Advantage and Strategic Management for Performance Excellence
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78 Verified Questions
78 Flashcards
Source URL: https://quizplus.com/quiz/27110
Sample Questions
Q1) The time it takes to accomplish one portion of a process is known as the _____.
A) lead time
B) turnaround time
C) time signature
D) cycle time
Q2) The total time required by a company to deliver a finished product that satisfies customers' needs is referred to as the:
A) product lead time.
B) time signature.
C) standard time.
D) cycle time.
Q3) The horsepower of an engine or the sound quality of a stereo amplifier are examples of the feature dimension of product quality.
A)True
B)False
Q4) Traditional management strategists advocated focusing on a single quality-related dimension.
A)True
B)False
Page 7
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Chapter 6: Quality in Customer Supplier Relationships
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80 Verified Questions
80 Flashcards
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Sample Questions
Q1) _____ developed a useful framework to distinguish between adversarial and teamwork relationships with suppliers.
A) Joseph Juran
B) W. Edwards Deming
C) Philip B. Crosby
D) Jeffrey Pfeffer
Q2) One common form that cooperation takes is the early involvement of suppliers in the design of new products.
A)True
B)False
Q3) While dealing with suppliers, it is important to:
A) base purchasing decisions on cost; not quality.
B) increase the number of suppliers.
C) establish short-term contracts.
D) measure and certify supplier performance.
Q4) One of the challenges of monitoring the Internet for information is that unlike a focus group or telephone interview, inaccurate perceptions or factual errors cannot be corrected.
A)True
B)False
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Chapter 7: Designing Organizations for Performance Excellence
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82 Verified Questions
82 Flashcards
Source URL: https://quizplus.com/quiz/27112
Sample Questions
Q1) An advantage of "flatter" organizations is that it creates additional supervisory and coordinating tasks for managers.
A)True
B)False
Q2) List some of the challenges of a functional structure.
Q3) The purpose of job _____ is to renew interest or motivation of the individual and to increase his or her complement of skills.
A) evaluation
B) enlargement
C) rotation
D) sampling
Q4) Job _____ is a technique by which individual workers learn several tasks by moving from one task to another.
A) sharing
B) rotation
C) analysis
D) evaluation
Q5) Discuss the concept of an internal customer.
Q6) Discuss the common approaches to job redesign.
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Chapter 8: Quality Teamwork
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80 Verified Questions
80 Flashcards
Source URL: https://quizplus.com/quiz/27113
Sample Questions
Q1) Describe the organizational impact of self-managed teams.
Q2) Performance appraisal acts as a diagnostic tool and review process when they are based on the objectives of the work teams that support the organization.
A)True
B)False
Q3) Teamwork enables various parts of the organization to work together in meeting customer needs that can seldom be fulfilled by employees limited to one specialty.
A)True
B)False
Q4) What are quality circles?
Q5) Virtual teams rarely meet face-to-face.
A)True
B)False
Q6) The likelihood of "boundary spanning" leading to devaluation of inputs from "outsiders" is greater when the team becomes more cohesive.
A)True
B)False
Q7) List and describe the roles of the members of a Six Sigma team.
Page 10
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Chapter 9: Engagement, Empowerment, and Motivation
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80 Verified Questions
80 Flashcards
Source URL: https://quizplus.com/quiz/27114
Sample Questions
Q1) Explain why businesses must first satisfy their workforce in order to satisfy their customers.
Q2) Although engagement is relevant for all aspects of organizational performance, it is not relevant to quality improvement.
A)True
B)False
Q3) Employee satisfaction is not related to employee engagement.
A)True
B)False
Q4) Which of the following is a shortcoming of suggestion program?
A) It undermines and compromises the quality.
B) It increases the cost.
C) It is neither systematic nor continuous.
D) It makes employees disinterested and uninvolved.
Q5) One of the roles of a middle manager in an organization with empowered workforce is to act as a peer rather than a teacher or a coach.
A)True
B)False
Q6) Why do empowerment initiatives fail?
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Chapter 10: Leadership for Performance Excellence
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80 Verified Questions
80 Flashcards
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Sample Questions
Q1) Which of the following personal leadership competencies refers to taking responsibility for the organization, community, or self that the leader serves?
A) Accountability
B) Well-being
C) Creativity
D) Integrity
Q2) The personal leadership characteristics of accountability refers to the ability to discern what is right from wrong and commit to the right path.
A)True
B)False
Q3) With respect to the six competencies summarized by the human development and leadership division of the American society for quality, which of the following competencies in a leader involves effectively listening and articulating messages to provide shared meaning?
A) Builder
B) Navigator
C) Motivator
D) Communicator
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12
Chapter 11: Performance Excellence and Organizational Change
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80 Verified Questions
80 Flashcards
Source URL: https://quizplus.com/quiz/27116
Sample Questions
Q1) Stage 3 of the Baldrige roadmap to performance excellence is called the _____ stage.
A) integration
B) sustaining
C) status quo
D) false starts
Q2) The False Starts stage can result in two outcomes: continued improvement or decline as organizations lose focus or become distracted.
A)True
B)False
Q3) _____ are often seen as feeding territorial competition, stifling information flow, and feeling threatened by continuous improvement efforts.
A) Production workers
B) Senior managers
C) Middle managers
D) Third party vendors
Q4) Adaptive learning is defined as learning that enhances our capacity to create.
A)True
B)False
Page 13
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