Organizational Excellence
Pre-Test Questions
Course Introduction
This course explores the principles and practices that drive organizational excellence in various sectors. Students will examine models of high-performing organizations, learn how to implement quality management systems, and develop strategies for continuous improvement and innovation. Emphasis is placed on leadership, organizational culture, employee engagement, and effective decision-making processes that support sustainable success. Through case studies and practical applications, learners gain the skills needed to foster operational excellence and create value for stakeholders in dynamic business environments.
Recommended Textbook
Managing for Quality and Performance Excellence 9th 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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Sample Questions
Q1) 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.
Q2) What is the quality policy of Xerox written by Kearns and 25 other top employees of Xerox?
Answer: Kearns and the company's top 25 managers wrote the Xerox Quality Policy,which states:Xerox is a quality company.Quality is the basic business principle for Xerox.Quality means providing our external and internal customers with innovative products and services that fully satisfy their requirements.Quality improvement is the job of every Xerox employee.
Q3) Services cannot be inventoried or inspected prior to delivery as manufactured goods.
A)True
B)False
Answer: True
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3
Chapter 2: Foundations of Quality Management
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Sample Questions
Q1) Setting simple goals and targets is one of the practices that are used for implementing leadership as a quality management principle.
A)True
B)False
Answer: False
Q2) 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
Q3) One of the most important quality management techniques is basic statistics.
A)True
B)False
Answer: True
Q4) Variation in a production process increases capacity utilization.
A)True
B)False
Answer: False
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Chapter 3: Customer Focus
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Sample Questions
Q1) In the context of the gap model,a customer will be satisfied when the expected quality of a product is higher than the actual quality.
A)True
B)False
Answer: False
Q2) The customer satisfaction measurement of "customer perceived value" focuses more on customer satisfaction than on loyalty.
A)True
B)False
Answer: False
Q3) Customer -supplier partnerships help organizations to improve products through early design recommendations and also reduce operations costs through better communications.
A)True
B)False
Answer: True
Q4) List some of the competitors of Unique Online Furniture,Inc.
Answer: Unique Online Furniture,Inc faces competition from a number of competitors,including CSN Stores,eBay,and Amazon.
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Chapter 4: Workforce Focus
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Sample Questions
Q1) Which of the following "conditions of collaboration," proposed by Kendall and Bodison,creates a congruency between what the organization stands for and the personal beliefs of the individual?
A)Respect
B)Trust
C)Communication
D)Aligned values
Q2) In the adjourning stage of a team's life cycle,the team members cooperate with each other to solve problems and complete the goals of their assigned work.
A)True
B)False
Q3) An organization that has a strategic orientation to human resource management will:
A)focus on short-term immediate needs rather than future needs.
B)rely on proven approaches in designing and implementing policies and procedures.
C)adapt to changing business needs through innovative programs and systems.
D)focus on responding to stated needs of the organization rather than predicting unstated needs.
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6
Chapter 5: Process Focus
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Sample Questions
Q1) How does K&N identify work process improvements?
Q2) Assembly of products in a manufacturing plant is an example of a support process.
A)True
B)False
Q3) Describe the various elements of a control system.
Q4) When a service ranks low on the dimensions of customer contact,labor intensity,and customization,the service providers need to emphasize on _____ to provide a high quality service to the customers.
A)training provided to the employees
B)employee behavior
C)professional judgement of the employees
D)physical facilities and procedures
Q5) Define process management and list the major activities involved in process management.
Q6) Explain the concept of "quality gates" at the Cambridge plant of Lexus with an example.
Q7) How does the cleanliness process at the Lexus plant in Cambridge support the achievement of high product quality?
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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) Partitioning a population into hierarchical groups or levels,and selecting a sample from each group is known as:
A)simple random sampling.
B)stratified sampling.
C)systematic sampling.
D)cluster sampling.
Q3) The Poisson distribution is closely related to the binomial distribution.
A)True
B)False
Q4) The Data Validation Toolpak in Microsoft Excel for Windows provides many procedures for conducting statistical analyses.
A)True
B)False
Q5) What are the rules that apply when calculating probabilities of events?
Q6) State the steps involved in a hypothesis test.
Page 8
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Chapter 7: Design for Quality and Product Excellence
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Sample Questions
Q1) _____ is seeing things in new or novel ways.
A)Flexibility
B)Agility
C)Creativity
D)Quality assurance
Q2) A product failure which occurs at the start of product life due to manufacturing or material defects such as a missing connection or a faulty component is referred to as functional failure.
A)True
B)False
Q3) _____ is a method to describe combinations of conditions or events that can lead to a failure.
A)Axiomatic design
B)Quality function deployment
C)Fault tree analysis
D)Total quality management
Q4) Describe the perspiration test procedure used by Shure Inc.
Q5) Explain how the Absolute Quality Weight and the Percentage of Importance was determined in the House of Quality created by the result of the MCOs' QFD study.
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Chapter 8: Measuring and Controlling Quality
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Sample Questions
Q1) Explain the inspection procedure at Kroger when batches of products arrive at the Distribution Center?
Q2) What did the statistical consultants recommend to the managers of the pharmaceutical company,after the maintenance technician explained the reason for the increased length of the syringes? Was it implemented? What was the final result?
Q3) If the cost of investigating an operation to identify the cause of an apparent out-of-control condition is low,narrower control limits should be selected.
A)True
B)False
Q4) Which of the following is CORRECT regarding an x-chart?
A)Individual data require averaging before being plotted on it.
B)It is less sensitive to many conditions that can be detected by-chart and R-chart.
C)Specification limits cannot be drawn on the chart for direct comparison with the control limits.
D)The assumption of normality of observations is less critical than for
Q5) Define pre-control and explain under what conditions pre-control can be used.
Q6) Identify the tradeoffs associated with the s-chart instead of the R-chart.
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Page 10
Chapter 9: Process Improvement and Six Sigma
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Sample Questions
Q1) Compared to lean tools,Six Sigma tools are more intuitive and easier to apply by anybody in the workplace
A)True
B)False
Q2) In which of the following stages of the FADE approach,a team selects the problem to be addressed and defines it,characterizing the current state of the process,why change is needed,what the desired result should be,and the benefits of achieving the result?
A)Analyze
B)Develop
C)Focus
D)Execute
Q3) At each step,the Pareto diagram stratifies the data to more detailed levels,eventually isolating the most significant issues in process improvement.
A)True
B)False
Q4) List the process flow of the order fulfillment process that was developed for the automotive parts distribution center.
Q5) Describe the concepts on which the core philosophy of six sigma is based.
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Chapter 10: The Baldrige Framework for Performance Excellence
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Sample Questions
Q1) In the Baldrige Criteria,areas to address that request information on approach or deployment begin with the word "what."
A)True
B)False
Q2) In the context of the Baldrige Award process,deployment refers to refining the approach through cycles of evaluation and improvement.
A)True
B)False
Q3) In 2005,Baldrige introduced the concept of _____-which refers to an organization's ability to address current business needs and to have the agility and strategic management to prepare successfully for the future,and to prepare for real-time or short-term emergencies-into the criteria.
A)sustainability
B)adaptability
C)innovativeness
D)proactivism
Q4) Identify and discuss the key aspects of strategic planning addressed by the Baldrige category of strategic planning.
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Chapter 11: Strategy and Performance Excellence
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Sample Questions
Q1) _____ set an organization's longer-term directions and guide resource allocation decisions.
A)Management values
B)Strategic objectives
C)Core competencies
D)Workforce management principles
Q2) In the context of the organization,which of the following is a factor that affects how work is organized?
A)Suppliers and partners
B)Competitiveness
C)Unionization of personnel
D)Customer influences
Q3) As part of its strategic planning process,managers at Cigna learn what behaviors are required to ensure effectiveness.Discuss.
Q4) Strategic objectives are what an organization must change or improve to remain or become competitive.
A)True
B)False
Q5) What is the strategic planning process of Branch-Smith Printing Division?
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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) A balanced scorecard greatly helps in identifying the real drivers of customer satisfaction.
A)True
B)False
Q3) What must be included in an effective knowledge management system?
Q4) Describe the CI portal tool used by Convergys to get all their employees involved in improving the business.
Q5) A knowledge-enabled culture is created when an organization employs a system of aligned human resource policies,tactics,processes,and practices that ensure knowledge is created,captured,used,and reused to achieve superior organizational results as a sustainable advantage.
A)True
B)False
Q6) What are the factors contributing to the rapid and dynamic maturity of the outsourced customer service industry?
14
Q7) List the four perspectives of Kaplan and Nortan's balanced scorecard.
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Chapter 13: Leadership for Performance Excellence
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Sample Questions
Q1) The leadership system refers to how leadership is exercised,formally and informally,throughout an organization.
A)True
B)False
Q2) In the context of transactional leadership theory,contingent reward behavior includes clarification of the work required to obtain rewards to influence motivation.
A)True
B)False
Q3) Discuss the participation of the Advocate Good Samaritan hospital (GSAM) in Access DuPage.
Q4) In the context of the Weber's classification of the way leaders exercise authority,which of the following leadership styles extends from customs,habits,and social structures,and often involves the passing of position and power from one generation to the next?
A)Traditional leadership
B)Charismatic leadership
C)Rational-legal leadership
D)Absorptive leadership
Q5) Discuss the transactional leadership theory.
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Chapter 14: Building and Sustaining Quality and Performance Excellence
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Sample Questions
Q1) _____ is an organization's value system and its collection of guiding principles.
A)Strategy
B)Governance
C)Culture
D)Emotional intelligence
Q2) Describe the TPM Master Six Sigma certification offered by Honeywell International to its employees.
Q3) An accumulation of continuously improving process changes always leads to a positive and sustainable culture change.
A)True
B)False
Q4) Strategic change is confined to a particular unit,division,or function while process change motivates organization-wide changes in behavior.
A)True
B)False
Q5) What are the five key behaviors as suggested by Juran and others,to develop a positive quality culture?
Page 16
Q6) Describe the characteristics of Six Sigma plus.
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