Quality Management For Organizational
Excellence Exam Questions and
Complete Solutions Graded A+
An effective leadership system encourages initiative and risk-taking. - Answer: True
Six Sigma is focused on improvement with little financial accountability, whereas total quality
management (TQM)requires a verifiable return on investment and focus on the bottom line. - Answer:
False
The variance is the simplest measure of dispersion and is computed as the difference between the
maximum value and the minimum value in the data set. - Answer: False
The square of the correlation coefficient is called the coefficient of determination. - Answer: True
According to the Hackman and Oldham work design model, _____ is the degree to which the worker can
perceive the task as a whole, identifiable piece of work from start to finish. - Answer: Task Identity
_____ of product and service performance and customer indicators is a critical management tool for
defining and focusing on key quality and customer requirements, identifying product and service
differentiators in the marketplace, and determining cause-effect relationships between product and
service attributes and measures of customer satisfaction and loyalty, as well as positive referrals. -
Answer: Correlation analysis
The _____ is a simple adaptation of the scientific method for process improvement. - Answer: Deming
cycle
According to Herzberg's two-factor theory, which of the following factors is an example of a
motivational factor? - Answer: Nature of work
Which of the following personal leadership competencies refers to the ability to discern what is right
from wrong and commit to the right path? - Answer: Integrity
, The term "management challenges" refers to those pressures that exert a decisive influence on an
organization's likelihood of future success. - Answer: False
American Express pioneered the concept of Six Sigma as an approach to measuring product and service
quality. - Answer: False
One of the most important quality management techniques is basic statistics. - Answer: True
According to Bass, compared to transformational leaders, transactional leaders have greater interest in
continuous organizational change and improvement, transcending or aligning self-interests for the
longer-range greater good of the organization and its members. - Answer: False
The Taguchi loss function can be used to set product design tolerances in an economical fashion. -
Answer: True
Customer satisfaction or dissatisfaction takes place during moments of truth. - Answer: True
Decisions about work systems are _________________ - Answer: Strategic
Narrow tolerances in product design tend to raise manufacturing costs but they also increase the
interchangeability of parts within the plant and in the field, product performance, durability, and
appearance. - Answer: True
The control chart most appropriate for plotting the daily percentage of students that wait longer than 5
minutes in line at the undergraduate admissions office is a(n) __________________ - Answer: p-chart
A testing engineer in a bulb factory is planning a study to estimate the average life of a large shipment of
bulbs. The engineer wants to estimate the average life within ±16 hours with 95% confidence. Assuming
a process standard deviation of 90 hours, what is the sample size for this study? - Answer: 122
Inspection should be used as a means of gathering information that can be used to improve quality, not
simply to remove defective items. - Answer: True
Excellence Exam Questions and
Complete Solutions Graded A+
An effective leadership system encourages initiative and risk-taking. - Answer: True
Six Sigma is focused on improvement with little financial accountability, whereas total quality
management (TQM)requires a verifiable return on investment and focus on the bottom line. - Answer:
False
The variance is the simplest measure of dispersion and is computed as the difference between the
maximum value and the minimum value in the data set. - Answer: False
The square of the correlation coefficient is called the coefficient of determination. - Answer: True
According to the Hackman and Oldham work design model, _____ is the degree to which the worker can
perceive the task as a whole, identifiable piece of work from start to finish. - Answer: Task Identity
_____ of product and service performance and customer indicators is a critical management tool for
defining and focusing on key quality and customer requirements, identifying product and service
differentiators in the marketplace, and determining cause-effect relationships between product and
service attributes and measures of customer satisfaction and loyalty, as well as positive referrals. -
Answer: Correlation analysis
The _____ is a simple adaptation of the scientific method for process improvement. - Answer: Deming
cycle
According to Herzberg's two-factor theory, which of the following factors is an example of a
motivational factor? - Answer: Nature of work
Which of the following personal leadership competencies refers to the ability to discern what is right
from wrong and commit to the right path? - Answer: Integrity
, The term "management challenges" refers to those pressures that exert a decisive influence on an
organization's likelihood of future success. - Answer: False
American Express pioneered the concept of Six Sigma as an approach to measuring product and service
quality. - Answer: False
One of the most important quality management techniques is basic statistics. - Answer: True
According to Bass, compared to transformational leaders, transactional leaders have greater interest in
continuous organizational change and improvement, transcending or aligning self-interests for the
longer-range greater good of the organization and its members. - Answer: False
The Taguchi loss function can be used to set product design tolerances in an economical fashion. -
Answer: True
Customer satisfaction or dissatisfaction takes place during moments of truth. - Answer: True
Decisions about work systems are _________________ - Answer: Strategic
Narrow tolerances in product design tend to raise manufacturing costs but they also increase the
interchangeability of parts within the plant and in the field, product performance, durability, and
appearance. - Answer: True
The control chart most appropriate for plotting the daily percentage of students that wait longer than 5
minutes in line at the undergraduate admissions office is a(n) __________________ - Answer: p-chart
A testing engineer in a bulb factory is planning a study to estimate the average life of a large shipment of
bulbs. The engineer wants to estimate the average life within ±16 hours with 95% confidence. Assuming
a process standard deviation of 90 hours, what is the sample size for this study? - Answer: 122
Inspection should be used as a means of gathering information that can be used to improve quality, not
simply to remove defective items. - Answer: True
