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Question 1.   As a design tool, a _____ enables management to study and analyze processes prior to implementation in order to improve quality and operational performance.

  • Likert’s scale
  • flowchart
  • quality manual
  • affinity diagram

 

Question 2.  (TCO 9) In the case of a manufacturing company, which of the following is an example of a value-creation process?

  • Product designing
  • Human resource services
  • Public relations
  • Legal services

   

Question 3. Question : (TCO 9) As customization of services increases, _____ become(s) a bigger factor in the ability to provide high-quality service to the customers.

  • professional judgment of the employees
  • processes and procedures
  • employee behavior
  • physical facilities

  

Question 4.  (TCO 8) In the context of service errors, which of the following is an example of a treatment error?

  • Working on the wrong order
  • Unclean facilities
  • Lack of courteous behavior
  • Doing work incorrectly

   

Question 5.  (TCO 9) _____ is defined as the fundamental rethinking and radical redesign of business processes to achieve dramatic improvements in critical, contemporary measures of performance, such as cost, quality, service, and speed.

  • Process mapping
  • Total quality management
  • Reengineering
  • Benchmarking

 

Question 6.  _____ systems are software packages that integrate organizational information systems and provide an infrastructure for managing information across the organization.

  • Enterprise resource planning
  • Balanced scorecard
  • Juran’s quality trilogy
  • Quincunx experimental

   

Question 7.  _____ is the term that describes the quantitative modeling of cause-and-effect relationships between performance measures, such as the customer satisfaction and product quality or employee performance.

  • Programming
  • Mining
  • Interlinking
  • Enterprise resource planning

 

Question 8.  (TCO 10) Which of the following functions in the manufacturing system is responsible for specifying long-term and short-term production requirements for filling customer orders and meeting anticipated demand.

  • Cross-functional
  • Comparative
  • Reviewed
  • Interlinked

  

Question 9.   _____ involves the process of identifying, capturing, organizing, and using knowledge assets to create and sustain competitive advantage.

  • Knowledge mining
  • Suboptimization
  • Knowledge management
  • Lean production

   

Question 10. The ability to identify and transfer best practices within the organization is sometimes called

  • enterprise resource planning.
  • interlinking.
  • internal benchmarking.
  • data mining.

   

 

 

   

   

 

 

 

 

 

 

 

 

Top Reviews
EYS***754 2019-09-18 11:21:55
It was so helpfulll!!!

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Question 1.   As a design tool, a _____ enables management to study and analyze processes prior to implementation in order to improve quality and operational performance.

  • Likert’s scale
  • flowchart
  • quality manual
  • affinity diagram
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