Performance Excellence in Organizations
Textbook Exam Questions
Course Introduction
Performance Excellence in Organizations examines the principles, frameworks, and best practices that drive high performance and sustainable success within various types of organizations. This course explores influential models such as the Baldrige Excellence Framework and introduces students to strategic planning, leadership, workforce engagement, customer focus, and process management. Emphasis is placed on the integration of continuous improvement initiatives, measurement systems, and innovation strategies. Through case studies and practical applications, students learn to assess organizational effectiveness, foster a culture of excellence, and implement award-winning performance strategies to achieve superior results in dynamic environments.
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Managing for Quality and Performance Excellence 8th Edition by James R. Evans
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Chapter 1: Introduction
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Sample Questions
Q1) A paper mill supplies a corrugated container manufacturer with Kraft paper.The corrugated container manufacturer uses Kraft paper to manufacture corrugated shipping containers that are then sold to a cereal manufacturer.Which of the following is TRUE?
A)The corrugated container manufacturer is an internal customer of the cereal manufacturer.
B)The corrugated container manufacturer is an external customer of the paper mill.
C)Both the paper mill and corrugated container manufacturer are internal customers of the cereal manufacturer.
D)There are no external customers.
Answer: B
Q2) Identify and explain three challenges that firm's face in the future regarding quality.
Answer: Examples include more widespread inclusion of quality performance at the senior management level; implementation issues,such as ensuring management's long term commitment so that quality is not a fad or 'flavor-of-the-month' program; and integration of quality practices with a business's general performance management system.
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Chapter 2: Total Quality In Organizations
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Q1) The _____ is an integral part of the government's plan to improve health care quality and safety.
A)Institute of Medicine (IOM)
B)The National Committee for Quality Assurance (NCQA)
C)Joint Commission on Accreditation of Healthcare Organizations (JCAHO)
D)Agency for Healthcare Research and Quality (AHRQ)
Answer: D
Q2) If quality is built into the product properly,_____ should be unnecessary.
A)inspection
B)customer service
C)process scheduling
D)workforce training
Answer: A
Q3) The phrase "continuous quality improvement" (CQI)is the preferred term for quality-related efforts in which industry?
A)Health care
B)Education
C)Automotive
D)Education.
Answer: A
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Chapter 3: Philosophies And Frameworks
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Sample Questions
Q1) In mechanical assemblies,_____ lead(s)to inconsistent performance and premature wear and failure.
A)poor inspection
B)lack of systems approach
C)outdated technology
D)variations from specifications
Answer: D
Q2) The remedial journey in Juran's breakthrough sequence consists of several phases.Which of the following is NOT one of them?
A)Identifying process gaps based on data collected
B)Choosing an alternative that optimizes total cost
C)Implementing remedial action
D)Dealing with resistance to change
Answer: A
Q3) The Deming Prize was instituted in 1951 by the American Society for Quality Control to honor Dr.W.E.Deming's contribution to quality management.
A)True
B)False
Answer: False
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Chapter 4: Strategic Focus For Performance Excellence
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Sample Questions
Q1) The term _____ refers to those pressures that exert a decisive influence on an organization's likelihood of future success.
A)strategic challenges
B)core competencies
C)work systems
D)strategic inertia
Q2) Strategic planning is the process of envisioning the organization's future and developing the necessary goals,objectives,and action plans to achieve that future.
A)True
B)False
Q3) One of the reasons for poor deployment of action plans is insufficient operational measures.Which of the following does NOT feature under this aspect?
A)Projections into the future based on accomplishment of action plans.
B)Dedicating resources to make improvements or changes in those areas that are critical.
C)Changes resulting from new ventures.
D)Comparisons with competitors, benchmarks, and past performance.
Q4) What is catchball? Describe.
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Chapter 5: Focusing On Customers
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Q1) The physical facility and equipment of a resort hotel represent which dimension of service quality?
A)Responsiveness
B)Tangibles
C)Reliability
D)Assurance
Q2) "Moments of truth" are instances when:
A)new products are launched.
B)a firm is audited.
C)a customer comes into contact with an employee.
D)a new competitor enters the market with higher quality.
Q3) Measurable performance levels that define the quality of customer contact with an organization's representatives are known as:
A)customer contact requirements.
B)quality function deployments.
C)indexed service standards.
D)consumer benefits packages.
Q4) Likert scales allow customers to express their degree of opinion.
A)True
B)False
Page 7
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Chapter 6: High Performance Workforce Management
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Sample Questions
Q1) All of the following are critical psychological states that drive the Hackman and Oldham model EXCEPT:
A)task significance.
B)knowledge of results.
C)experienced responsibility.
D)experienced meaningfulness.
Q2) The focus of human resources in _____ revolves primarily around training and the work environment,and does not address the subject as comprehensively as in _____.
A)the Baldrige criteria, ISO 9000:2000
B)ISO 9000:2000, Six Sigma implementation
C)ISO 9000:2000, the Baldrige criteria
D)Six Sigma implementation, ISO 9000:2000
Q3) During the ______ stage of a team's life cycle,team members agree on roles,ground rules,and acceptable behavior when doing the work of the team.
A)forming
B)storming
C)norming
D)performing
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Chapter 7: Process Management
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Q1) The four stages (PDSA)of the Deming cycle are:
A)plan, do, study, and act.
B)product, delivery, systems, and accounts.
C)plan, discuss, structure, and assess.
D)prepare, deliver, simplify, and act.
Q2) A service is more similar to a manufacturing operation if it is _____ in degree of customer contact,_____ in degree of labor intensity,and _____ in degree of customization..
A)low, low, low
B)low, high, low
C)low, high, high
D)high, high, low
Q3) Identify the four components of a control system.Provide an example in a manufacturing firm to demonstrate each component.Show in your example why long-term improvements cannot be made unless the process is brought under control.
Q4) Long-term improvements cannot be made to a process unless the process is first brought under control.
A)True
B)False
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Chapter 8: Performance Measurement And Information Management
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Q1) When a(n)_____ is not corrected before it reaches the customer,the error becomes a(n)_____.
A)internal failure; external failure
B)process error; product error
C)design failure; service failure
D)micro error; macro error
Q2) Which of the following is NOT a part of the internal benchmarking process?
A)Identifying and collecting internal knowledge and best practices
B)Organizing and patenting critical knowledge
C)Sharing and understanding best practices within the organization.
D)Adapting and applying the best practices to new situations and bringing them up to best-practice performance levels.
Q3) Which of the following is NOT an example of tacit knowledge?
A)Intellectual assets such as patents and software
B)A unique understanding of customer requirements
C)Cross-functional teamwork
D)Technical drawings
Q4) Identify the examination items and key managerial processes that comprise the Baldrige category related to information and analysis.
Page 10
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Chapter 9: Leading, building, and Sustaining Performance Excellence
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Sample Questions
Q1) Which is the most important question organizations contemplating change must answer?
A)Why is the change necessary?
B)What will it do to my organization (department, job)?
C)What problems will I encounter in making the change?
D)What's in it for me?
Q2) Subordinate _____ is defined in terms of the ability of subordinates to accept responsibility for their own task-related behavior.
A)leadership
B)contingency
C)responsibility
D)maturity
Q3) Robert Cole has called for _____ as an evolutionary step for extending continuous improvement.
A)continuous recycling
B)continuous innovation
C)extended improvement
D)selective improvement
Q4) In traditional management,motivation is achieved by _____ control.
Q5) Explain self-assessment with respect to TQ and what it should entail.
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Chapter 10: Statistical Thinking And Applications
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Q1) A confidence interval is a point estimate of a population parameter.
A)True
B)False
Q2) 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.
Q3) Statistical thinking is a philosophy of learning and action based on all of the following principles EXCEPT:
A)all work occurs in a system of interconnected processes.
B)variation exists in all processes.
C)all variation can be traced to human error.
D)understanding and reducing variation are keys to success.
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 major lesson to be learned from Deming's Funnel Experiment.
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Chapter 11: Six Sigma And Process Improvement
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Sample Questions
Q1) Places where defective product is sent to be revised,corrected,reworked,or scrapped are referred to as:
A)correction corners.
B)hidden factories.
C)sweat shops.
D)repair rooms.
Q2) At a Six Sigma quality level,3.4 defects per million opportunities are expected to occur with a mean shift of _____ standard deviations of the target.
A)0.5
B)1.0
C)1.5
D)2.0
Q3) The sequence of activities or the flow of materials and information in a process are identified in:
A)a process map.
B)a histogram.
C)a project charter.
D)the Deming cycle.
Q4) Explain each phase of the DMAIC methodology.
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Chapter 12: Design For Quality And Product Excellence
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Q1) The purpose of failure mode and effects analysis is to predict and prevent failures.
A)True
B)False
Q2) Explain the process of design failure mode and effects analysis and describe how it could be applied to the cashier checkout stand at a supermarket.
Q3) The number of failures per unit time during the duration under consideration is called:
A)mean time between failures.
B)failure rate.
C)mean time to failure.
D)conformance rate.
Q4) Process capability is valid when measured in the presence of common cause variation.
A)True
B)False
Q5) Technical requirements are also called design characteristics.
A)True
B)False
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Chapter 13: Statistical Process Control
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Q1) A(n)_____ is a performance characteristic that is either present or absent in the product or service under consideration.
A)variable
B)control limit
C)attribute
D)performance range
Q2) For variables data,the necessary sample size can be estimated by specifying the desired minimum shift in the process mean to be detected.
A)True
B)False
Q3) A histogram of data that resembles the normal distribution indicates that the process is in control.
A)True
B)False
Q4) Construct a flow chart that illustrates the decision process for selecting the appropriate control chart(s)for monitoring a given process.
Q5) Define pre-control and explain pre-control benefits organization.Explain under what conditions pre-control can be used.
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