Performance Management
Exam Practice Tests
Course Introduction
Performance Management explores the strategies, tools, and processes used to assess and enhance employee performance in organizations. The course covers goal setting, performance appraisal systems, feedback techniques, coaching, and the alignment of individual objectives with organizational strategy. Students will learn how to design fair and effective performance management systems, address challenges such as bias and motivation, and drive continuous improvement through data-driven decision making. By understanding both the technical and human aspects of performance management, students will be prepared to support organizational success and foster a culture of high performance.
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) A(n) _____ is a sequence of activities that is intended to achieve some result. A) process
B) array
C) cluster
D) symmetry
Answer: A
Q2) Agency theory assumes that risks are to be minimized and shared between the two parties.
A)True
B)False
Answer: True
Q3) The traditional way of viewing an organization is by surveying the horizontal dimension-by keeping an eye on an organization chart.
A)True
B)False
Answer: False
Q4) Process time refers to the time it takes to accomplish one cycle of a process.
A)True
B)False
Answer: False
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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) The ISO 9000:2000 standards consist of three documents of which ISO 9001: 2008 pertains to:
A) requirements.
B) fundamentals.
C) guidance for performance improvement.
D) vocabulary.
Answer: A
Q2) _____ pioneered the concept of Six Sigma as an approach to measuring product and service quality.
A) Motorola
B) Nokia
C) Google
D) Apple
Answer: A
Q3) ISO 9001:2008 provides background information and establishes definitions of key terms used in the standards.
A)True
B)False
Answer: False
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) A process owner might be an individual, a team, a department, or some cross-functional group.
A)True
B)False
Answer: True
Q2) The House of Quality relates customer attributes to technical features to ensure that any engineering decision has a basis in meeting a customer need.
A)True
B)False
Answer: True
Q3) Mass customization refers to providing personalized, custom-designed products to meet individual customer preferences at prices comparable to mass-produced items.
A)True
B)False
Answer: True
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Page 5
Chapter 4: Tools and Techniques for Quality Improvement
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79 Verified Questions
79 Flashcards
Source URL: https://quizplus.com/quiz/27109
Sample Questions
Q1) Cause-and-effect diagrams are usually constructed in a regulated environment by the quality department of the organization.
A)True B)False
Q2) A kaizen event is a slow process in which a team or a department uses its resources into an improvement project over a long time period.
A)True
B)False
Q3) _____ is the search for best practices that will lead to superior performance.
A) Benchmarking
B) Suboptimization
C) Anchoring
D) Alternative analysis
Q4) A histogram is a graphical representation of:
A) the sequence of steps performed in a process.
B) the cause-and-effect relationship of data points.
C) the variation in a set of data.
D) the types or sources of problems.
Q5) How is an Ishikawa diagram generated?
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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) _____ products are unique configurations of subassemblies that are designed to fit together. The customer participates in choosing the specifications of the components to be assembled.
A) Custom
B) Knock-down
C) Standard
D) Option-oriented
Q2) An interrelationship digraph allows for "linear thinking" rather than "lateral thinking."
A)True
B)False
Q3) Quality levels, productivity, cycle time, and cost are examples of the internal perspective in a balanced scorecard.
A)True
B)False
Q4) High productivity and high capacity utilization leads to higher prices.
A)True
B)False
Q5) What is the significance of the balanced scorecard?
Q6) Describe core competencies.
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Chapter 6: Quality in Customer Supplier Relationships
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80 Verified Questions
80 Flashcards
Source URL: https://quizplus.com/quiz/27111
Sample Questions
Q1) As per the net promoter score, scores of 6 or below represent _____.
A) passives
B) promoters
C) satisfiers
D) detractors
Q2) As per the net promoter score, scores of 9 and 10 are usually associated with _____.
A) promoters
B) passives
C) detractors
D) dissatisfiers
Q3) One of the key principles of integrative bargaining says that fair solutions result from the personalities of the negotiators rather than deciding on the criteria on which to evaluate the result.
A)True
B)False
Q4) List some of the most popular ways of collecting information about customers.
Q5) What is the impact of suppliers on performance excellence?
Q6) List the three guiding principles upon which a strong customer/supplier relationship is based.
Page 8
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Chapter 7: Designing Organizations for Performance Excellence
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82 Verified Questions
82 Flashcards
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Sample Questions
Q1) The organic organization compromises reliability for flexibility.
A)True
B)False
Q2) What are the benefits of a flat organization?
Q3) In the value-creation process, _____ processes involve all activities that are performed to incorporate customer requirements, new technology, and past learning into the functional specifications of a manufactured good or service.
A) design
B) facilities management
C) public relations
D) sales and marketing
Q4) List some of the challenges of a functional structure.
Q5) How does a process focus help managers in defining the organization design? Explain.
Q6) Project teams are fundamental to Six Sigma.
A)True
B)False
Q8) What are process maps? What is the new approach to process mapping? Page 9
Q7) What is the difference between an institutional and a structural contingency theory?
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Page 10
Chapter 8: Quality Teamwork
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80 Verified Questions
80 Flashcards
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Sample Questions
Q1) Natural work teams make a great deal of sense in an organization devoted to process improvement.
A)True
B)False
Q2) A common problem among new teams is that they select problems that are not associated with important business or quality issues.
A)True
B)False
Q3) History suggests that the concept of quality circles were first implemented by _____ at the Baltimore and Ohio Railroad as part of "The Cooperative Plan."
A) Joseph Juran
B) Philips Crosby
C) Daniel Willard
D) Edwards Deming
Q4) The likelihood of "boundary spanning" leading to devaluation of inputs from "outsiders" is greater when the team becomes more cohesive.
A)True
B)False
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Page 11
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) Which of the following is likely to be true of an organization that has an empowered workforce?
A) It encourages leadership skills in its employees.
B) It has a tall organizational structure.
C) It discourages creativity in its employees.
D) It involves only the top management in the decision making.
Q2) Which of the following is a principle of empowerment?
A) Do not provide business information to employees.
B) Do not ignore the middle management.
C) Stick to the existing reward system; don't attempt to change it.
D) Empower all employees irrespective of their capabilities.
Q3) Rewards should not be tied to quality.
A)True
B)False
Q4) Efforts at empowerment are likely to fail when:
A) empowerment is deployed collectively; to all employees.
B) empowerment is deployed jointly with employee development.
C) empowerment is deployed without the management's sustained commitment.
D) empowerment is deployed by managers who provide feedback.
Q5) What impact does empowerment have on individuals with various needs?
Page 12
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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) An important element of organizational sustainability is ensuring future leadership; thus the development of future leaders and a formal succession plan are vital.
A)True
B)False
Q2) Which of the following is an example of interpersonal roles according to Henry Mintzberg's model?
A) Entrepreneur
B) Disturbance handler
C) Leader
D) Resource allocator
Q3) Compared to transactional leadership, transformational leadership is more aligned with organizational change required by total quality and Baldrige-like performance excellence models.
A)True
B)False
Q4) What are leadership systems?
Q5) Organizational goals and plans should not include quality.
A)True
B)False
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Chapter 11: Performance Excellence and Organizational Change
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80 Flashcards
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Sample Questions
Q1) The human resource model of quality management is the best model of performance excellence.
A)True
B)False
Q2) A knowledge management system allows intangible information to be managed as an organizational asset in a manner similar to tangible assets.
A)True
B)False
Q3) Briefly describe the stages of a quality life cycle.
Q4) The Traction stage marks the transition from the singular focus on change through projects, however well executed, to systematic evaluation and improvement of leadership approaches.
A)True
B)False
Q5) Reaction to competition that poses a threat to its profitable survival is one of the reasons why firms adopt a performance excellence philosophy.
A)True
B)False
Q6) Compare organizational culture and organizational climate.
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