Performance Excellence
Test Preparation
Course Introduction
Performance Excellence focuses on the principles, methodologies, and practices that drive outstanding organizational results across diverse industries. The course explores frameworks such as the Baldrige Excellence Framework and Lean Six Sigma, emphasizing strategic planning, leadership, process management, and continual improvement. Students learn to assess organizational performance, identify gaps, implement best practices, and create a culture of excellence to achieve sustainable competitive advantage. Through case studies and practical exercises, participants gain tools to lead quality initiatives, measure effectiveness, and foster innovation for superior stakeholder value.
Recommended Textbook
Managing for Quality and Performance Excellence 8th Edition by James R. Evans
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13 Chapters
1384 Verified Questions
1384 Flashcards
Source URL: https://quizplus.com/study-set/648
Page 2
Chapter 1: Introduction
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126 Verified Questions
126 Flashcards
Source URL: https://quizplus.com/quiz/12289
Sample Questions
Q1) Which of the following statement is INCORRECT about traditional management?
A)It associates quality only with manufacturing and engineering.
B)It views people as an interchangeable commodity.
C)It rewards individual performance rather than teamwork.
D)It views suppliers as partners.
Answer: D
Q2) Compare and contrast the evolution of quality and the role it played in the management of U.S.and Japanese business firms from the 1950s to the present.
Answer: Japan's quality improvement in the 1950s-1970s was oriented toward a structured approach to quality improvement and management commitment.Lower U.S.priority on quality during this period ultimately resulted in the competitive superiority of many Japanese product categories by the end of the 1970s.The subsequent domestic concern with U.S.industrial competitiveness triggered a renewed emphasis on quality management in the 1980s.By the 1990s U.S.products and services met or exceeded foreign offerings in many product categories.
Q3) Assessment of quality is affected by one's position in the value chain.
A)True
B)False
Answer: True
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Page 3
Chapter 2: Total Quality In Organizations
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105 Verified Questions
105 Flashcards
Source URL: https://quizplus.com/quiz/12290
Sample Questions
Q1) Generally,output uniformity is as important in a manufacturing process as in a service activity.
A)True
B)False
Answer: False
Q2) The President's Quality Award was:
A)revised after 2000.
B)eliminated in 2000.
C)initiated in 2000.
D)suspended in 2000 and reinstated in 2004.
Answer: A
Q3) Studies indicate that variation in health care practices has been eliminated as a quality concern in the delivery of care.
A)True
B)False
Answer: False
Q4) Low-cost procurement is the primary responsibility of the purchasing agent.
A)True
B)False
Answer: False
Page 4
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Chapter 3: Philosophies And Frameworks
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130 Verified Questions
130 Flashcards
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Sample Questions
Q1) Which of the following is NOT true of Six Sigma?
A)It shares many synergies with the Baldrige framework.
B)It is a defect/error metric.
C)It is a continuous improvement philosophy
D)It is a business development philosophy.
Answer: B
Q2) _____ can be described as a business improvement approach that seeks to find and eliminate causes of defects and errors in manufacturing and service processes by focusing on outputs that are critical to customers and a clear financial return for the organization.
A)Baldrige criteria
B)ISO 9000:2000
C)Six Sigma
D)Deming's 14 principles
Answer: C
Q3) Crosby argues that Zero Defects is a motivational program and not a performance standard.
A)True
B)False
Answer: False
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Chapter 4: Strategic Focus For Performance Excellence
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104 Verified Questions
104 Flashcards
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Sample Questions
Q1) 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
Q2) If everyone is able to answer the question,What does strategy mean in terms that I can act on,which aspect of deployment will it address?
A)Improperly defined organizational objectives
B)Lack of alignment across the organization
C)Misallocation of resources
D)Insufficient operational measures
Q3) The _____ organization was developed for use in situations where large,complex projects are designed and carried out,such as defense weapons systems or large construction projects.
A)line
B)line and staff
C)centralized
D)matrix-type
Q4) Explain the roles of top management and middle management in the deployment process.
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Chapter 5: Focusing On Customers
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97 Verified Questions
97 Flashcards
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Sample Questions
Q1) The net present value of the customer relates to:
A)the cost to keep the customer minus the cost to replace the customer.
B)the profit gained from the customer minus the cost to keep the customer.
C)the total profits gained from the customer discounted over time.
D)the revenue gained from the customer after deducting rebates.
Q2) The scope of customer satisfaction criteria is broader in the ISO 9000:2000 standard than in the Baldrige criteria.
A)True
B)False
Q3) Organizations can use the ACSI data to do all of the following EXCEPT:
A)predict customer loyalty.
B)identify potential barriers to entry within markets.
C)predict return on investments.
D)pinpoint areas in which customer expectations are not being satisfied.
Q4) Which of the following is NOT a dimension of product quality listed in the textbook?
A)Performance
B)Responsiveness
C)Features
D)Conformance
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Chapter 6: High Performance Workforce Management
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109 Verified Questions
109 Flashcards
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Sample Questions
Q1) Today's organizations are characterized by all of the following EXCEPT:
A)much less employee loyalty.
B)much more organizational uncertainty.
C)much more individual opportunity.
D)much less dependence on its human capital.
Q2) The concept of _____ involves increasing a worker's level of responsibility so as to provide the worker the opportunity to use a wider range of skills.
A)job security
B)job enlargement
C)job rotation
D)job enrichment
Q3) The "storming" stage of a team's life cycle is the productive,brain-storming stage when team members generate ideas for solving problems.
A)True
B)False
Q4) Research has found that as employee satisfaction increases,customer satisfaction increases.
A)True
B)False
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Chapter 7: Process Management
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98 Verified Questions
98 Flashcards
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Sample Questions
Q1) In managing a supply relationship,_____ provides recognition for high-quality suppliers,which motivates them to improve continuously and attract more business.
Q2) In the Deming cycle,the three fundamental questions to consider are all of the following EXCEPT:
A)What are we trying to accomplish?
B)What changes can we make that will result in improvement?
C)What time period will it take for the improvement to be standardized?
D)How will we know that a change is an improvement?
Q3) Any process control system has all of the following EXCEPT:
A)a backup process.
B)comparison of actual results with the standard.
C)a means of measuring accomplishment.
D)a standard or goal.
Q4) The major obstacle in describing and classifying the behavioral observations is:
A)the lack of management involvement in driving customer-facing skills.
B)identifying instances of behavioral inconsistencies.
C)developing operational definitions of behavioral characteristics.
D)the resistance of the frontline workforce to such classifications.
Q5) Explain the concepts of poka-yoke and kaizen blitzes.
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Chapter 8: Performance Measurement And Information Management
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129 Verified Questions
129 Flashcards
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Sample Questions
Q1) Robert Kaplan and David Norton developed a balanced scorecard which had four perspectives.Which one of the following is NOT one of them?
A)Financial
B)Industry
C)Customer
D)Innovation and Learning
Q2) ERP systems,due to their emphasis on data security,are designed to restrict the flow of data through an organization.
A)True
B)False
Q3) ______ measures tell what happened,and ________ measures predict what will happen.
A)Explicit, tacit
B)Dependent, independent
C)Lagging, leading
D)Internal, external
Q4) The cost of quality is a key financial performance indicator.
A)True
B)False
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Chapter 9: Leading, building, and Sustaining Performance Excellence
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107 Verified Questions
107 Flashcards
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Sample Questions
Q1) Goleman defines five components of emotionally intelligent leaders.Which of the following is NOT one of them?
A)Self-awareness
B)Motivation
C)Empathy
D)Authority
Q2) Reward systems often get in the way of cultural change and must be adjusted for the new culture to take hold.
A)True
B)False
Q3) Most firms seek to adopt a total quality philosophy because of threats to the organization's survival.
A)True
B)False
Q4) In traditional management,customers are within the enterprise and outside the domain of marketing and sales.
A)True
B)False
Page 11
Q5) Explain the concept of "alignment" and its importance to implementing TQ.
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Chapter 10: Statistical Thinking And Applications
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97 Verified Questions
97 Flashcards
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Sample Questions
Q1) A _____ is a subset of objects taken from the _____.
A)population; sample
B)cluster; superset
C)sample; population
D)population; universal set
Q2) Explain the following statement: "The only way to reduce common cause variation is to change the technology of the process."
Q3) Special-cause variation tends to be easily detectable using statistical methods.
A)True
B)False
Q4) In simple regression,a function describes how the dependent variable is a function of the independent variable.
A)True
B)False
Q5) Special causes of variation are often called _____ causes of variation.
A)assignable B)complex
C)remaining
D)final
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Chapter 11: Six Sigma And Process Improvement
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78 Verified Questions
78 Flashcards
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Sample Questions
Q1) Which of the following is NOT a tool used in the Define stage of DMAIC?
A)Check sheets
B)Cost of quality analysis
C)Pareto analysis
D)High level process mapping
Q2) In Six Sigma terminology,the expectations of customers that matter most to them are known as:
A)CTQs.
B)MBBs.
C)DFSs.
D)DPUs.
Q3) Which phase is the idea-gathering phase of DMAIC?
A)Define
B)Analyze
C)Improve
D)Control
Q4) A Six Sigma project might span an entire division or be as narrow as a single production operation.
A)True
B)False
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Chapter 12: Design For Quality And Product Excellence
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104 Verified Questions
104 Flashcards
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Sample Questions
Q1) A product's quality characteristic has a specification (in inches)of 0.200 ± 0.020.If the value of the quality characteristic exceeds 0.200 by the tolerance of 0.020 on either side,the product will require a repair of $150.The Taguchi loss function for this example is given by:
A)L(x)= 60(x-T)²
B)L(x)= 150(x-T)
C)L(x)= 375,000(x-T)²
D)L(x)= 30(x-T)²
Q2) A customer service manager wishes to evaluate the loss of goodwill that results from customers waiting in line at the checkout counter.Identify and discuss the Taguchi Loss Function for this situation.
Q3) Which of the following is NOT a step in concept engineering?
A)Understanding the customer's environment
B)Converting understanding into requirements
C)Operationalizing what has been learned
D)Product development
Q4) Competitive evaluation is done after the House of Quality is completed.
A)True
B)False
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Chapter 13: Statistical Process Control
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100 Verified Questions
100 Flashcards
Source URL: https://quizplus.com/quiz/12301
Sample Questions
Q1) Describe a process where a c-chart could be used to monitor a quality characteristic.Clearly identify the nature of the quality characteristic and why the c-chart is appropriate.Suggest a sampling procedure to allow for rational sub-groups.
Q2) Short repeated patterns in a control chart,with alternating high peaks and low valleys,are known as:
A)trends.
B)cycles. C)spikes.
D)reciprocals.
Q3) Which of the following charts is used to monitor the average number of defects per unit when subgroup sizes vary?
A)s-chart
B)c-chart
C)p-chart
D)u-chart
Q4) Control limits for variables and attribute data utilize the same mathematical formulas.
A)True
B)False
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