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  CHAPTER 1INTRODUCTION TO QUALITY AND PERFORMANCE EXCELLENCETRUE/FALSE QUESTIONS 1.The view of quality as the satisfaction of customer needs is often called fitness for use.Answer: TrueAACSB: AnalyticPage: 6.Pursuant to the develo!ment of scientific management#$ quality control was carried out %y s&illed crafts!eo!le# who served %oth as manufacturers and ins!ectors# %uilding quality into their !roducts.Answer: 'alseAACSB: AnalyticPage: 1().*n 1+,-# the .S /overnment designated 0ovem%er as the 0ational uality 2onth.Answer: TrueAACSB: AnalyticPage: 11-.Tolerances are acce!ta%le deviations from targets.Answer: TrueAACSB: AnalyticPage: 133.Performance e4cellence can %e defined as any !rimary or com!lementary activity that does not directly !roduce a !hysical !roduct.$Answer: 'alseAACSB: AnalyticPage: 136.nli&e services# manufacturing is !erformed away from the customer.Answer: TrueAACSB: 5eflective Thin&ingPage: 16 (11 Cengage 7earning. All 5ights 5eserved. 2ay not %e scanned# co!ied or du!licated# or !osted to a !u%licly accessi%le we%site# in whole or in !art.  8.'or an airline com!any# on time arrival$ for an airline is a measure of service  !erformance while frequent flyer awards and %usiness class$ sections re!resent features.Answer: TrueAACSB: 5eflective Thin&ingPage: 18,.0ot9for9!rofit organiations are ado!ting quality !rinci!les %ecause of their im!act on the %ottom line.Answer: 'alseAACSB: 5eflective Thin&ingPage: 1+.'rom a total quality !ers!ective# all strategic decisions a com!any ma&es are customer9driven.$Answer: TrueAACSB: 5eflective Thin&ingPage: )1(.T views everyone inside the enter!rise as a customer of an internal or e4ternal su!!lier and a su!!lier of an e4ternal or internal customer.Answer: TrueAACSB: 5eflective Thin&ingPage: )11.The voice of the customer$ refers to %oth near9term and longer9term customer needs and e4!ectations.Answer: TrueAACSB: AnalyticPage: -1.The traditional way of viewing an organiation is %y surveying the horiontal dimension.Answer: 'alseAACSB: 5eflective Thin&ingPage: - (11 Cengage 7earning. All 5ights 5eserved. 2ay not %e scanned# co!ied or du!licated# or !osted to a !u%licly accessi%le we%site# in whole or in !art.  1). Continuous im!rovement$ refers to %oth incremental and %rea&through$ im!rovement.Answer: TrueAACSB: AnalyticPage: 61-.Considering the three classes of needs suggested %y 0oria&i ;ano# the required safety features in an automo%ile is an e4am!le of a satisfier.Answer: 'alseAACSB: 5eflective Thin&ingPage: 613.Process time refers to the time it ta&es to accom!lish one cycle of a !rocess.Answer: 'alseAACSB: AnalyticPage: 816.A firm that is characteried %y fle4i%ility and short cycle times is considered to %eagile.Answer: TrueAACSB: 5eflective Thin&ingPage: 818.<m!loyee engagement is manifest %y em!owerment.Answer: TrueAACSB: 5eflective Thin&ingPage: ,1,.Com!etitive %ehavior=one !erson against another or one grou! against another  =is one of the %asic !rinci!les of T.Answer: 'alseAACSB: >iversityPage: +1+.Agency theory views the management system as one %ased on social and human values# whereas total quality is %ased on an economic !ers!ective.Answer: 'alseAACSB: 5eflective Thin&ingPage: )3 (11 Cengage 7earning. All 5ights 5eserved. 2ay not %e scanned# co!ied or du!licated# or !osted to a !u%licly accessi%le we%site# in whole or in !art.  (.Agency theory suggests that information may %e concealed to advance self9interests.Answer: TrueAACSB: 5eflective Thin&ingPage: )61.Agency theory assumes that ris&s are to %e minimied and shared %etween the two !arties.Answer: TrueAACSB: 5eflective Thin&ingPage: )8.*n the organismic model# organiations are autonomous entities.Answer: 'alseAACSB: 5eflective Thin&ingPage: )8).*n the organismic model of organiations# wor& is reduced to elementary tas&s with a focus on efficiency# conformity# and com!liance.Answer: 'alseAACSB: 5eflective Thin&ingPage: )8-.The mechanical organiational model assumes that systems goals# such as the need to survive# dis!lace !erformance goals# such as !rofit.Answer: 'alseAACSB: 5eflective Thin&ingPage: )83.*n the cultural organiational model# managers relinquish control and share !ower in order to meet the needs of the many individualsAnswer: TrueAACSB: >iversityPage: )+ MULTIPLE CHOICE QUESTIONS  (11 Cengage 7earning. All 5ights 5eserved. 2ay not %e scanned# co!ied or du!licated# or !osted to a !u%licly accessi%le we%site# in whole or in !art.
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