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Principles of Management > Total Quality Management and Organizational Agility > Flashcards

Total Quality Management and Organizational Agility Flashcards

1
Q

A series of quality standards developed by a committee working under the International Organization for Standardization to improve total quality in all businesses for the benefit of both producers and consumers is known as ____.

  • customer-based integration
  • computer-integrated manufacturing
  • total quality management
  • just-in-time control
  • ISO 9001
A

ISO 9001

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2
Q

Almost any competitive advantage is temporary, so companies should strive for continuous improvement, which is also known as _____.

andon
kanban
zaibatsu
kaizen
keiretsu
A

kaizen

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3
Q

Which of the following tags help boost logistics efficiency and speed?

ISO
TQM
JIT
RFID
CRM
A

RFID

radio frequency identification

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4
Q

Marques Tech is a leading mobile phone manufacturer. The company has a deal with FoodZone, a leading fast-food chain. Anyone with the
latest Marques cell phone will get 20% off on their bill at FoodZone, with the offer being valid for six months. Which of the following best
describes this scenario?

  • Strategic alliance
  • Learning organization
  • Classical conglomeration
  • High-involvement organization
  • Network organization
A

Strategic alliance

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5
Q

A multifaceted process focusing on creating two-way exchanges with customers to foster intimate knowledge of their needs, wants, and buying patterns is called _____ management.

buyer-behavior
customer relationship
customer analytics
total quality
human resources
A

customer relationship

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6
Q

Which of the following statements is true of a high-involvement organization?

  • The organizational form is a flat, decentralized structure built around a customer, good, or service.
  • The leader defers to the board of directors for all decisions.
  • Task forces and study groups are not generally used because they are seen as a waste of time and resource.
  • Lower-level employees are not accountable for a good or service delivery.
  • Employee involvement tends to be inadequate when the environment changes rapidly.
A

The organizational form is a flat, decentralized structure built around a customer, good, or service.

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7
Q

At _____, a product or process is defect-free 99.99966 percent of the time.

CIM
ISO 9001
JIT system
six sigma
concurrent engineering
A

six sigma

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8
Q

Which of the following is a characteristic of a large batch organization?

  • Highly customized products
  • Decentralized decision making
  • Organic structure
  • Emphasis is on mutual adjustment among people
  • More rules and formal procedures
A

More rules and formal procedures

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9
Q

Which of the following is one of the criteria for receiving the Malcolm Baldrige National Quality Award?

ISO 9001 certification
Use of JIT
Extensive training for workers
Technological innovation
Customer and market focus
A

Customer and market focus

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10
Q

Which of the following steps in the value chain involves focusing on innovation and new products?

Research and development
Operations
Inbound logistics
Marketing and sales
Outbound logistics
A

Research and development

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11
Q

A(n) _____ is a formal relationship created among independent organizations with the purpose of joint pursuit of mutual goals.

subordinate partnership
strategic alliance
network organization
organizational alliance
cluster organization
A

strategic alliance

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12
Q

Deming’s 14 points of quality emphasized a(n) _____ approach to management.

short-term
interactive
generic
holistic
formulaic
A

holistic

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13
Q

In _____, the emphasis is on quality, speed, and flexibility more than on cost, efficiency, and hierarchy, which is exemplified by employees’
authority to halt operations to correct problems.

flexible factories
lean manufacturing
job shops
total quantity management
time-based competition
A

lean manufacturing

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14
Q

An organization that is skilled at creating, acquiring, and transferring knowledge and at modifying its behavior to reflect new knowledge and insights is known as a ____ organization.

learning
matrix
network
mechanistic
high-involvement
A

learning

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15
Q

A mechanistic organization is best described as:

  • an organization that emphasizes flexibility.
  • a form of organization that seeks to maximize internal efficiency.
  • a form of organization that uses the principle of specialization based on function or role.
  • an organization with fewer levels of intervening management between staff and managers.
  • an organization skilled at creating, acquiring, and transferring knowledge, and at modifying its behavior to reflect new knowledge.
A

a form of organization that seeks to maximize internal efficiency.

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16
Q

Which of the following aspects of an organization creates scale economies and economies of scope and leads to advantages like lower operating costs, greater purchasing power, and easier access to capital?

Mass customization
High flexibility
High agility
Centralized structure
Large size
A

Large size

17
Q

According to Deming’s 14 points of quality, which of the following has to be eliminated, as they are contrary to the idea of continuous improvement?

Value chains
Numerical quotas
Just-in-time operations
Retraining programs
Strategic alliances
A

Numerical quotas

18
Q

Which of the following is a support activity in the generic value chain?

Outbound logistics
Operations
Marketing and sales
Procurement
Research and development
A

Procurement

19
Q

Which of the following is a practice that is recommended for firms to ease the pain of downsizing?

  • Use downsizing as a primary option when it comes to improving efficiency
  • Engage in excessive hiring
  • Implement voluntary early retirement programs
  • Make slow, small, and frequent layoffs
  • Train people to cope with the new situation
A

Train people to cope with the new situation

20
Q

The support activities in the generic value chain include:

marketing and sales.
outbound logistics.
operations.
research and development.
firm infrastructure.
A

firm infrastructure.

21
Q

Rightsizing refers to:

  • arriving at the size at which a company performs most effectively.
  • determining the right size and composition of project teams.
  • firing lesser people than the right number as a process buffer.
  • hiring the right people for the right job.
  • estimating the human resource required to complete a project.
A

arriving at the size at which a company performs most effectively.

22
Q

In an organic structure, _____.

  • communication occurs through orders and instructions
  • decision making is centralized and formal
  • jobholders rely more heavily on rules than on judgment
  • obedience to authority is more important than commitment to the organization’s goals
  • employees depend more on one another and relate more informally
A

employees depend more on one another and relate more informally

23
Q

Which of the following is a primary activity in the generic value chain?

Procurement
Technology development
Service
Firm infrastructure
Human resource management
A

Service

24
Q

An effective strategy for enabling a firm to be responsive and competitive is to focus on fundamental strengths and expertise, and developing
leadership in and organizing around its _____.

managerial talents
core capabilities
customer service
employee skills
product offerings
A

core capabilities

25
Q

_____ is an integrative approach to management that supports the attainment of customer satisfaction through a wide variety of tools and techniques that result in goods and services of high standards.

  • Total quality management
  • Value-added manufacturing
  • Customer relationship management
  • Mass customization
  • Computer-integrated manufacturing
A

Total quality management

26
Q

Which of the following types of organization is similar to a bureaucratic structure?

  • An organic organization
  • A mechanistic organization
  • A continuous improvement organization
  • A learning organization
  • A high-involvement organization
A

A mechanistic organization

27
Q

A _____ is the knowledge, expertise, or skill that underlies a company’s ability to be a leader in providing a range of specific goods or services.

continuous process
core capability
cognitive ability
knowledge flow
dynamic network
A

core capability

28
Q

_____ is a design approach in which all relevant functions cooperate jointly and continually in a maximum effort aimed at producing
high-quality products that meet customers’ needs.

Concurrent engineering
Mass customization
Just-in-time operation
Flexible manufacturing
Dynamic networking
A

Concurrent engineering

29
Q

The _____ structure is an organizational form that emphasizes flexibility.

systematic
bureaucratic
mechanistic
organic
scientific
A

organic

30
Q

The sequence of activities that flow from raw materials to the delivery of a good or service, with additional value created at each step, is known as ____.

customer analysis
total quality management
the value chain
competitive analysis
the strategic triangle
A

the value chain

Principles of Management (8 decks)

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