Quality Management and Strategic Planning: A Comprehensive Overview

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Quality Management and Strategic Planning: A Comprehensive Overview1)If you select a physician solely on the reputation of the physician, you are basing your decisionof which of the following dimensions of service quality?A.Service reliabilityB.ResponsivenessC.Perceived qualityD.AssuranceE.Empathy2)Which of the following is the most traditional definition of quality?A.FeaturesB.DurabilityC.ConformanceD.PerformanceE.Reliability3)Like engineers, operations managers are very concerned about product and process design.However, rather than focusing on only the technical aspects of those activities, operationsconcentrates on the __________ of these activities.A.ManagementB.EconomicsC.MarketingD.StaffingE.Financing4)Which of the following isnotan example of a strategic content variable?A.Time

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B.LeadershipC.Quality costsD.Generic strategiesE.Planning5)The role of marketing in design has been to bring the voice of the __________ into the designprocess.A.intermediaryB.customerC.producerD.raw material supplierE.retail outlet6)__________ is the process by which a leader influences a group to move toward the attainmentof superordinate goals.A.PlanningB.EmpowermentC.ControllingD.LeadershipE.Organizing7)__________ are teams that work to improve processes and customer service.A.Tiger teamsB.Natural work groupsC.Process improvement teamsD.Self-directed work teamsE.Cross-functional teams

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8)All of the activities associated with developing a product from concept development to finaldesign and implementation is known as:A.simultaneous engineeringB.life testingC.concurrent designD.process designE.product design9)A firm’s understanding of the customers, their needs, and their wants is referred to as:A.internal customer perspectiveB.customer conformanceC.closeness to customersD.customer cultureE.cultural richness10)__________ was widely accepted as the world’s preeminent authority on quality managementprior to his death on December 24, 1993 because of his influence on Japanese and Americanindustry.A.Armand FeigenbaumB.Genichi TaguchiC.W. Edwards DemingD.Philip CrosbyE.Kaoru Ishikawa11)The major theoretical contribution of Kaoru Ishikawa was:A.Pareto AnalysisB.his assertion that “quality is free”C.his insight that organizational quality problems are largely the result of insufficient andineffective planning for quality

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