Multiple Choice Answers

Question 1
Which of the following is NOT a factor that affects how work is organized?
A. Management style
B. Customer influences
C. Company size
D. Competitor work styles

Question 2
Which of the following is true about the functional structure?
A. Fosters the feedback loop that informs employees that their work needs to be improved
B. Quality consciousness is an organization-wide phenomenon, not restricted to quality departments
C. Tends to motivate employees to learn about customer expectations
D. No organizational unit has control over a whole process

Question 3
Which of the following is NOT an advantage of functional organizations?
A. Provides a clear chain of command
B. Allows people to specialize in the specific aspects of the work
C. Makes it easy to evaluate people
D. Promotes process improvement

Question 4
Which of the following is NOT one of the suggestions in redesigning organizations for performance excellence?
A. Make quality everyone’s job
B. Recognize internal customers
C. Consolidate hierarchy
D. Redesign work systems

Question 5
Processes that drive the creation of products and services, are critical to customer satisfaction, and have a large impact on the strategic goals of an organization are generally considered __________ processes.
A. critical to quality
B. value-creation
C. customer-driven
D. strategic

Question 6
Value-creation processes are also called __________ processes.
A. turnaround
B. key-result
C. integral
D. core

Question 7
__________ processes involve all activities that are performed to incorporate customer requirements, new technology, and past learning into the functional specifications of a manufactured good or service, and thus define its fitness for use.
A. Design
B. Value-creation
C. Performance management
D. Core

Question 8
__________ processes are those that are most important to an organization’s value creation processes, employees, and daily operations, but generally do not add value directly to the product or service.
A. Non-core
B. Support
C. Supplementary
D. Non value-added

Question 9
__________ processes are driven by external customer needs while support processes are driven by internal customer needs.
A. Core
B. Value-added
C. Customer-driven
D. Organizational

Question 10
__________ are generally standard flowcharts that describe a process as a sequence of steps.
A. Task-job charts
B. Organization maps
C. Process maps
D. Operations schedules

Question 11
A new approach to process mapping termed __________ is based on the premise that each process activity includes two players, a customer and a provider.
A. interactive mapping
B. game charting
C. the delta model
D. coordination mapping

Question 12
Promoting the idea of __________ shifts the focus from vertical to horizontal.
A. external customer
B. management
C. supervision
D. internal customer

Question 13
One type of structural change associated with TQ is the creation of a high-level planning group called __________, invested with the responsibility for guiding the organization’s performance excellence.
A. strategic planning group
B. steering committee
C. quality board
D. performance management team

Question 14
__________ defines two distinct but related aspects of process capability. They are the ability to meet the product quality goals, and the inherent ability to reproduce its results consistently.
A. Deming
B. Juran
C. Crosby
D. Senge

Question 15
Job __________ is the process in which workers’ jobs are expanded to include several tasks rather than one single, low-level task.
A. rotation
B. reengineering
C. enrichment
D. enlargement

Question 16
Job __________ is a technique by which individual workers learn several tasks by changing from one to another.
A. rotation
B. enlargement
C. enrichment
D. multitasking

Question 17
Job __________ entails “vertical job loading” in which workers are given more authority, responsibility, and autonomy rather than simply more or different work to do.
A. enlargement
B. enrichment
C. rotation
D. reengineering

Question 18
The purpose of job __________ is to renew interest or motivation of the individual and to increase his or her complement of skills.
A. enrichment
B. rotation
C. enlargement
D. redesign

Question 19
According to the structural contingency view, the two principal types of organization structures are mechanistic and:
A. networked.
B. hierarchical.
C. organic.
D. lean.

Question 20
__________ theory holds that organizations try to succeed by creating structures that will be seen as appropriate by important external constituencies.
A. Institutional
B. Structural contingency
C. Mechanistic
D. Organic