Company ABC orders 15 products from XYZ every month and a recent order shows zero quantities ordered on all but one of the products made for ABC by XYZ. Prior to contacting ABC directly, XYZ's quality manager should hold a meeting with which of the following departments?
A. Regulatory compliance
B. Sales
C. Operations
D. Purchasing
The security section at a manufacturing plant asked for management support in forming in-house medical and fire response teams. Management agreed and teams were formed with representatives from all departments. The type of team being used in this situation is an example of a
A. cross-functional team
B. self-managed workgroup
C. project management team
D. process improvement team
Quality managers use a variety of techniques to motivate their teams. One motivational theory is
A. negotiation theory
B. expectancy theory
C. theory of change
D. conflict resolution
Which of the following is an external failure cost?
A. Rework costs
B. Downgrading costs
C. Product liability costs
D. Costs of corrective actions
The constraint that is most often encountered by virtual teams that communicate via telephone and e-mail is the
A. time zone differences
B. cultural differences
C. lack of body language cues
D. lack of common geographical space
On a balance sheet, which of the following elements should be classified as "assets"?
A. All equipment and the earning value of all employees
B. Any resources that have a monetary value
C. Only the resources that are used to produce saleable goods
D. Only the facilities and the physical equipment contained in those buildings
The Baldrige criteria for performance excellence defines management by fact as including which of the following?
A. Logistics planning
B. Analysis of gathered data
C. Reports on customer preferences
D. Employee suggestion output
Which of the following activities is a main objective for quality function deployment?
A. Measuring customer satisfaction
B. Determining the resources necessary for the quality function
C. Improving customer-supplier relations
D. Identifying critical quality characteristics at the design stage
If a company hires a training manager to convert its current train-as-needed model to a more proactive approach to training, which of the following steps should the manager take first?
A. Survey the employees to determine what training they have already received
B. Present a list of training objectives to top management for approval
C. Identify training objectives that support elements of the company's business plan
D. Evaluate the existing training staff in terms of experience and ability
A company that distributes merchandise to major retail stores is conducting a customer satisfaction survey. The major problem with limiting those interviews to individuals in the company's sales contact list is that the list may
A. not include potential new customers
B. include only purchasing agents and buyers
C. include customers that have stopped purchasing from the company
D. contain out-of-date information
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