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Quality Management and Strategic Planning: A Comprehensive Overview

An analysis of quality management strategies and their role in business planning.

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    Quality Management and Strategic Planning: A Comprehensive Overview 1) If you select a physician solely on the reputation of the physician, you are basing your decision of which of the following dimensions of service quality? A. Service reliability B. Responsiveness C. Perceived quality D. Assurance E. Empathy 2) Which of the following is the most traditional definition of quality? A. Features B. Durability C. Conformance D. Performance E. Reliability 3) Like engineers, operations managers are very concerned about product and process design. However, rather than focusing on only the technical aspects of those activities, operations concentrates on the __________ of these activities. A . Management B. Economics C. Marketing D. Staffing E. Financing 4) Which of the following is not an example of a strategic content variable? A. Time

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    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 __________ into the design process. A. intermediary B. customer C. producer D. raw material supplier E. retail outlet 6) __________ is the process by which a leader influences a group to move toward the attainment of superordinate goals. A. Planning B. Empowerment C. Controlling D. Leadership E. Organizing 7) __________ are teams that work to improve processes and customer service. A. Tiger teams B. Natural work groups C. Process improvement teams D. Self - directed work teams E. Cross - functional teams

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    8) All of the activities associated with developing a product from concept development to final design and implementation is known as: A. simultaneous engineering B. life testing C. concurrent design D. process design E. product design 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 D. customer culture E. cultural richness 10) __________ was widely accepted as the world’s preeminent authority on quality management prior to his death on December 24, 1993 because of his influence on Japanese and American industry. A. Armand Feigenbaum B. Genichi Taguchi C. W. Edwards Deming D. Philip Crosby E. Kaoru Ishikawa 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

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