MGT 420 Final Exam Answers A.           Service reliability B.           Responsiveness C.           Perceived quality D.           Assurance E.           Empathy A.           Features B.           Durability C.           Conformance D.           Performance E.           Reliability A.           Management B.           Economics C.           Marketing D.           Staffing E.           Financing 1) If you select a physician solely on the reputation of the physician, you are basing 3) Like engineers, operations managers are very concerned about product and process design. However, rather than focusing on only the technical aspects of 4) Which of the following is not an example of a strategic content variable? A. Time A.           intermediary B.           customer C.           producer D.           raw material supplier E.           retail outlet A.           Planning B.           Empowerment C.           Controlling D.   

1. MGT 420 Final Exam
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MGT 420 Final Exam Answers
A. Service reliability
B. Responsiveness

2. C. Perceived quality
D. Assurance
E. Empathy
A. Features
B. Durability
C. Conformance
D. Performance
E. Reliability
A. Management
B. Economics
C. Marketing
D. Staffing
E. Financing
1) If you select a physician solely on the reputation of the physician, you are basing
3) Like engineers, operations managers are very concerned about product and
process design. However, rather than focusing on only the technical aspects of
4) Which of the following is not an example of a strategic content variable?
A. Time
A. intermediary

3. B. customer
C. producer
D. raw material supplier
E. retail outlet
A. Planning
B. Empowerment
C. Controlling
D. Leadership
E. Organizing
B. Leadership
C. Quality costs
D. Generic strategies
E. Planning
5) The role of marketing in design has been to bring the voice of the __________ in
to
6) __________ is the process by which a leader influences a group to move toward
the
7) __________ are teams that work to improve processes and customer service.
A. Tiger teams
B. Natural work groups

4. C. Process improvement teams
D. Self-directed work teams
A. simultaneous engineering
B. life testing
C. concurrent design
D. process design
E. product design
A. Armand Feigenbaum
B. Genichi Taguchi
C. W. Edwards Deming
D. Philip Crosby
E. Kaoru Ishikawa
E. Cross-functional teams
8) All of the activities associated with developing a product from concept
9) A firm’s understanding of the customers, their needs, and their wants is referred
to as:
A. internal customer perspective
B. customer conformance
C. closeness to customers

5. D. customer culture
E. cultural richness
10) __________ was widely accepted as the world’s preeminent authority on qualit
y
management prior to his death on December 24, 1993 because of his influence on
11) The major theoretical contribution of Kaoru Ishikawa was:
A. Pareto Analysis
B. his assertion that “quality is free”
C. his insight that organizational quality problems are largely the result of
insufficient and ineffective planning for quality
D. the concept of benchmarking
E. his emphasis on total involvement of the operating employees in improvin
g
quality
12) The development and dissemination of the basic seven tools of quality was the
work of:
13) One of the difficulties in satisfying customer requirements is that in a dynamic
environment, customer needs are:
14) The model of reactive customer-driven quality shows:
A. constantly changing in services but remain fairly stable in manufacturing

6. B. constantly changing in manufacturing but remain fairly stable in services
C. not a priority for many firms
D. constantly changing
E. relatively stable
A. Genichi Taguchi
B. Philip Crosby
C. Joseph Juran
D. Kaoru Ishikawa
E. W. Edwards Deming
A. a firm’s quality performance is increasing while quality costs are decreasin
g
B. a firm’s quality performance is increasing while customer’s expectations
are also increasing
C. a firm’s quality performance is increasing while customer’s expectations
are decreasing
D. a firm’s quality performance is increasing while quality costs are also
increasing
E. a firm’s quality performance is decreasing while customer’s expectations
are also decreasing

7. 15) With __________, all work is inspected at each stage of the manufacturing pro
cess,
and the workers inspect their own work.
16) Your author indicates that although statistical inspection is an important
approach to improving quality, it is inherently:
17) The differences between desired levels of performance and actual levels of
performance is referred to as the:
A. full-frame quality control
B. multi-level inspection
C. total statistical control
D. in-process inspection
E. continuous reengineering
A. reactive
B. evil
C. philosophical
D. wrong
E. difficult
A. Quality costs
B. Planning
C. Time

8. D. Generic strategies
E. Leadership
A. quality divide
B. chasm
C. breach
D. conformance divide
E. gap
18) The core of quality management variables contains:
A. team approach
B. strategic planning
C. leadership
D. information analysis
E. environmental characteristics
20) Strategic plan __________ answers the question of what is to be contained in t
he
strategic plan.
A. operation
B. standardization
C. process

9. D. content
E. method
21) Strategic planning has two important dimensions. These are:
22) _________ allows customers and customers to tie their systems together to
enhance planning, and purchasing, and coordination.
23) The three spheres of quality are:
A. quality in products, quality in services, and quality in customer orientation
B. internal quality, external quality and quality systems
C. quality planning and management, quality assurance, and quality control
D. quality in design, quality in manufacturing, and quality in customer service
E. quality planning and management, quality conformance, and quality
education
A. strategic and routine
B. content and process
C. analysis and synthesis
D. proactive and standardized
E. implementation and control
A. MRP
B. CPM

10. C. EDI
D. PERT
E. CRM
24) The three spheres of quality are quality planning and management, quality
assurance, and:
25) Which of the following is a description of the “categorizing” stage of the internal
environmental analysis process?
A. Determine where, along the firm’s value chain, potential competitive
advantage lies
B. Reconceptualize long-list in terms of resources and capabilities and
complete deeper inspection with the application of key questions
C. Generate long-
lists of strengths and weaknesses from primary and support
activities of the firm’s value chain
D. Look at each competitively relevant resources and capability relative to its
potential as a cost or uniqueness driver
E. Choose the appropriate generic strategy for the firm – cost leadership or
differentiation
26) The means of generating lists of strengths and weaknesses in the internal
environmental analysis process is referred to as:

11. A. quality satisfaction
B. quality performance
C. quality education
D. quality reliability
E. quality control
A. identifying
B. scanning
C. surveying
D. synthesizing
E. investigating
A. Dual sourcing
B. Single sourcing
C. Individual sourcing
D. Separate sourcing
E. Discriminate sourcing
A. Aggregate filters
B. Color filter
C. Sole-source filters
D. Penultimate filters

12. E. Developmental filters
A. Perseverance
B. Attitude
C. People
D. Knowledge
E. Quality
28) ______________ that are used in many companies rely on external validation
of
29) __________ refers to narrowing down the list of approved suppliers for a single
30) A term used to characterize the relationship between suppliers and customers
when a high degree of linkages and interdependencies exist is __________.
A. customer partnering
A. Computer data transfer
B. CPU data interchange
C. Electronic data interchange
D. Electronically generated data transfer
E. Data interchange
A. supplier review
B. supplier analysis

13. C. supplier audit
D. supplier assessment
E. supplier checkup
B. supplier partnering
C. supplier/customer codependence
D. supplier linking
E. value partnering
32) A system that aids customer and supplier communication by linking together
33) Which of the following is not one of the primary activities in the value chain?
A. human resource management
B. outbound logistics
C. operations
D. service
A. back office activities
B. masked output
C. hidden factory
D. concealed output
E. silent throughput
A. chain of customers
B. sequence of patrons

14. C. sequence of value
D. progression of value
E. string of value
E. inbound logistics
34) From a quality perspective, an interesting variation of the value chain is the
35) Nonvalue chain activities typically have costs but no effect on the customer and
36) Many companies perform lengthy inspections of their suppliers that involve lon
g-
term visits and evaluations. There programs are often called:
A. supplier requirement programs
B. supplier affirmation programs
C. supplier confirmation programs
D. supplier compliance programs
E. supplier certification programs
37) The supplier development program developed by a Chrysler/Ford/General Mot
ors
supplier requirement task force was called:
38) The goals of QS 9000 is to:
A. enhance quality systems for suppliers while eliminating redundant

15. requirements and reducing costs
B. identify and prioritize problems that need to be solved
C. integrate financial, planning, and control systems into a single architecture
D. keep American families safe by reducing the risk of injury or death from
consumer products
E. find a company that is superior in a particular area, study what is does, an
d
gather ideas for improving your own operation in that area
39) During the __________ portion of the QS 9000 written standards the supplier
examines the steps associated with contracting with its own suppliers.
40) Which Baldrige criteria focuses on how the company establishes strategic
direction, and how it sets its tactical action plans to implement the strategic plan.
A. design control
B. management responsibility
C. quality system
D. purchasing
E. contract review
A. ISO 11000
B. targets for excellence

16. C. Q1
D. QS 9000
E. championship supplying
A. leadership
B. customer and market focus
C. information and analysis
D. strategic planning
E. process management
A. Human resource focus
B. Strategic planning
C. Process management
D. Information and analysis
E. Leadership
A. information and analysis
B. customer and market focus
C. leadership
D. process management
E. strategic planning
41) Which Baldrige criteria is used to evaluate the extent to which top management

17. is personally involved in creating and reinforcing goals, values, directions, and
42) Which Baldrige criterion focuses on how a firm assesses the relative importanc
e
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