Question 1

Productivity is measured by a ratio of inputs to quality.

Accepted Answer

A) True 
 B)False

Question 2

When evaluating service quality,customers look for assurance,which means

Accepted Answer

A)  providing caring,individualized attention. 
B)  maintaining knowledgeable and courteous employees who will earn the confidence of customers. 
C)  helping customers promptly. 
D)  performing the service as promised,both accurately and on time. 
E)  maintaining a pleasing appearance among personnel,and in materials and facilities. 
A)  providing caring,individualized attention. 
B)  maintaining knowledgeable and courteous employees who will earn the confidence of customers. 
C)  helping customers promptly. 
D)  performing the service as promised,both accurately and on time. 
E)  maintaining a pleasing appearance among personnel,and in materials and facilities.

Question 3

Business process re-engineering is designed to improve both the productivity and the quality of business processes.

Accepted Answer

A) True 
 B)False

Question 4

A process capability study provides information about variation in a production process.

Accepted Answer

A) True 
 B)False

Question 5

Wire Corp.recently started a re-engineering process.Their first step was to state a case for action.What is the next step they should take?

Accepted Answer

A)  Evaluate information and human resource requirements for re-engineering. 
B)  Understand the current process. 
C)  Identify the process for re-engineering. 
D)  Create a new process design. 
E)  Implement the re-engineered process. 
A)  Evaluate information and human resource requirements for re-engineering. 
B)  Understand the current process. 
C)  Identify the process for re-engineering. 
D)  Create a new process design. 
E)  Implement the re-engineered process.

Question 6

Which of the following is an advantage to a firm with increasing productivity?

Accepted Answer

A)  Machine breakdowns will be less likely. 
B)  Raw materials will decline in price. 
C)  The firm can afford to pay workers higher wages without raising prices. 
D)  Workers will not want to unionize. 
E)  The standard of living of its employees will fall. 
A)  Machine breakdowns will be less likely. 
B)  Raw materials will decline in price. 
C)  The firm can afford to pay workers higher wages without raising prices. 
D)  Workers will not want to unionize. 
E)  The standard of living of its employees will fall.

Question 7

ISO 9000:2000 certified businesses must

Accepted Answer

A)  have documented procedures for each stage of production. 
B)  have no defects. 
C)  have strict quality controls. 
D)  produce a variety of quality goods. 
E)  be productive. 
A)  have documented procedures for each stage of production. 
B)  have no defects. 
C)  have strict quality controls. 
D)  produce a variety of quality goods. 
E)  be productive.

Question 8

The evaluation method that allows managers to analyze variations in a company's production activities to determine when adjustments are needed is called

Accepted Answer

A)  internal failure analysis. 
B)  statistical process control. 
C)  quality circles. 
D)  upper/lower control limit analysis. 
E)  quality/cost study. 
A)  internal failure analysis. 
B)  statistical process control. 
C)  quality circles. 
D)  upper/lower control limit analysis. 
E)  quality/cost study.

Question 9

When Hewlett-Packard simplified its contracts and reduced them from 20 pages to two pages,it was engaging in

Accepted Answer

A)  quality/cost studies. 
B)  statistical process control. 
C)  getting closer to the customer. 
D)  value-added analysis. 
E)  benchmarking. 
A)  quality/cost studies. 
B)  statistical process control. 
C)  getting closer to the customer. 
D)  value-added analysis. 
E)  benchmarking.

Question 10

A country's labour productivity is usually calculated as gross domestic product divided by the total number of workers.

Accepted Answer

A) True 
 B)False

Question 11

When evaluating service quality,customers look for tangibles,which means

Accepted Answer

A)  providing caring,individualized attention. 
B)  maintaining knowledgeable and courteous employees who will earn the confidence of customers. 
C)  helping customers promptly. 
D)  performing the service as promised,both accurately and on time. 
E)  maintaining a pleasing appearance among personnel,and in materials and facilities. 
A)  providing caring,individualized attention. 
B)  maintaining knowledgeable and courteous employees who will earn the confidence of customers. 
C)  helping customers promptly. 
D)  performing the service as promised,both accurately and on time. 
E)  maintaining a pleasing appearance among personnel,and in materials and facilities.

Question 12

Which of the following would have the least interest in the productivity level of a Canadian business firm?

Accepted Answer

A)  A foreign firm not in direct competition with the firm 
B)  Employees of the firm 
C)  Investors 
D)  Union officials and members 
E)  Managers 
A)  A foreign firm not in direct competition with the firm 
B)  Employees of the firm 
C)  Investors 
D)  Union officials and members 
E)  Managers

Question 13

With respect to supply chains and their management,it is correct to say that

Accepted Answer

A)  supply chains are very important in the movement of physical goods,but not for the provision of services. 
B)  there are increasing concerns about using suppliers from developing countries. 
C)  re-engineering can generally not be used as a strategy to improve supply chains. 
D)  the globalization of business has reduced the risk of supply chain disruptions. 
E)  many global companies have centralized their supply chain management over the past five years. 
A)  supply chains are very important in the movement of physical goods,but not for the provision of services. 
B)  there are increasing concerns about using suppliers from developing countries. 
C)  re-engineering can generally not be used as a strategy to improve supply chains. 
D)  the globalization of business has reduced the risk of supply chain disruptions. 
E)  many global companies have centralized their supply chain management over the past five years.

Question 14

What is a control chart?

Accepted Answer

A control chart is a process c

Question 15

Labour productivity of a country is calculated by dividing ________ by _________.

Accepted Answer

A)  productivity; quality 
B)  GNP; the total number of workers 
C)  GDP; the total number of workers 
D)  inputs; outputs 
E)  outputs; inputs 
A)  productivity; quality 
B)  GNP; the total number of workers 
C)  GDP; the total number of workers 
D)  inputs; outputs 
E)  outputs; inputs

Question 16

Name and describe the five criteria that customers use to judge service quality.

Accepted Answer

- customers judge services using five cr

Question 17

Control charts are used to monitor processes during production in order to detect the time at which the process becomes unacceptable.

Accepted Answer

A) True 
 B)False

Question 18

Which of the following is correct with regard to setting the control limits for the control chart?

Accepted Answer

A)  Control limits depend solely on statistical considerations. 
B)  Quality circles determine the control chart's control limits. 
C)  The control chart is used to plot the result of individual units that were sampled. 
D)  The control limits are set at 5% higher than the specification limits. 
E)  The control limits are the same as the specification limits for individual units. 
A)  Control limits depend solely on statistical considerations. 
B)  Quality circles determine the control chart's control limits. 
C)  The control chart is used to plot the result of individual units that were sampled. 
D)  The control limits are set at 5% higher than the specification limits. 
E)  The control limits are the same as the specification limits for individual units.

Question 19

The ISO 9000 certification program is designed to ensure that only the highest-quality products are sent to customers.

Accepted Answer

A) True 
 B)False

Question 20

What are the steps involved in the re-engineering process?

Accepted Answer

- Six steps: 
- State a case for action

Productivity is measured by a ratio of inputs to quality.

When evaluating service quality,customers look for assurance,which means

Business process re-engineering is designed to improve both the productivity and the quality of business processes.

A process capability study provides information about variation in a production process.

Wire Corp.recently started a re-engineering process.Their first step was to state a case for action.What is the next step they should take?

Which of the following is an advantage to a firm with increasing productivity?

ISO 9000:2000 certified businesses must

The evaluation method that allows managers to analyze variations in a company's production activities to determine when adjustments are needed is called

When Hewlett-Packard simplified its contracts and reduced them from 20 pages to two pages,it was engaging in

A country's labour productivity is usually calculated as gross domestic product divided by the total number of workers.

When evaluating service quality,customers look for tangibles,which means

Which of the following would have the least interest in the productivity level of a Canadian business firm?

With respect to supply chains and their management,it is correct to say that

What is a control chart?

Labour productivity of a country is calculated by dividing by _.

Name and describe the five criteria that customers use to judge service quality.

Control charts are used to monitor processes during production in order to detect the time at which the process becomes unacceptable.

Which of the following is correct with regard to setting the control limits for the control chart?

The ISO 9000 certification program is designed to ensure that only the highest-quality products are sent to customers.

What are the steps involved in the re-engineering process?

Understanding the Canadian Business System

Understanding the Environments of Business

Conducting Business Ethically and Responsibly

Understanding Entrepreneurship, small Business, and New Venture Creation

The Global Context of Business

Managing the Business Enterprise

Managing Human Resources

Understanding Labourmanagement Relations

Motivating and Leading Employees

Producing Goods and Services

Managing Information Systems and Communication Technology

Understanding Accounting Issues

Understanding Marketing Processes and Consumer Behaviour

Developing and Promoting Goods and Services

Pricing and Distributing Goods and Services

Understanding Money and Banking

Understanding Securities and Investments

Financial Decisions and Risk Management

Filters

Exam 12: Increasing Productivity and Quality

Productivity is measured by a ratio of inputs to quality.

When evaluating service quality,customers look for assurance,which means

Business process re-engineering is designed to improve both the productivity and the quality of business processes.

A process capability study provides information about variation in a production process.

Wire Corp.recently started a re-engineering process.Their first step was to state a case for action.What is the next step they should take?

Which of the following is an advantage to a firm with increasing productivity?

ISO 9000:2000 certified businesses must

The evaluation method that allows managers to analyze variations in a company's production activities to determine when adjustments are needed is called

When Hewlett-Packard simplified its contracts and reduced them from 20 pages to two pages,it was engaging in

A country's labour productivity is usually calculated as gross domestic product divided by the total number of workers.

When evaluating service quality,customers look for tangibles,which means

Which of the following would have the least interest in the productivity level of a Canadian business firm?

With respect to supply chains and their management,it is correct to say that

What is a control chart?

Labour productivity of a country is calculated by dividing ________ by _________.

Name and describe the five criteria that customers use to judge service quality.

Control charts are used to monitor processes during production in order to detect the time at which the process becomes unacceptable.

Which of the following is correct with regard to setting the control limits for the control chart?

The ISO 9000 certification program is designed to ensure that only the highest-quality products are sent to customers.

What are the steps involved in the re-engineering process?

Understanding the Canadian Business System

Understanding the Environments of Business

Conducting Business Ethically and Responsibly

Understanding Entrepreneurship, small Business, and New Venture Creation

The Global Context of Business

Managing the Business Enterprise

Managing Human Resources

Understanding Labourmanagement Relations

Motivating and Leading Employees

Producing Goods and Services

Managing Information Systems and Communication Technology

Understanding Accounting Issues

Understanding Marketing Processes and Consumer Behaviour

Developing and Promoting Goods and Services

Pricing and Distributing Goods and Services

Understanding Money and Banking

Understanding Securities and Investments

Financial Decisions and Risk Management

Filters

Labour productivity of a country is calculated by dividing by _.