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Management
Q:
A tall organization has fewer levels of authority relative to the size of the organization.
A. True
B. False.
Q:
Span of control refers to the number of subordinates who report directly to a manager.
A. True
B. False.
Q:
The chain of command in an organization is the hierarchy of authority for the organization.
A. True
B. False.
Q:
A cross-functional team is a group of managers brought together from different departments to perform organizational tasks.
A. True
B. False.
Q:
What are the requirements for a cross-functional team to be successful?
Q:
Discuss the stages of a stage-gate development funnel.
Q:
Define the two principal types of innovation. What is the main difference between them?
Q:
What are self-managed teams? Define process reengineering. Discuss how they individually affect efficiency.
Q:
Describe the effect of flexible manufacturing and just-in-time inventory on efficiency.
Q:
List and briefly explain the three basic facilities layouts or ways of arranging workstations with an example of the type of products produced by each type.
Q:
What is Six Sigma? Describe the similarity as well as the difference between Six Sigma and TQM.
Q:
What is total quality management (TQM)? List the 10 steps necessary to implement a successful TQM program.
Q:
What is customer relationship management? Describe the possible changes in the operation of a grocery store in a small town that recently implemented a customer relationship management system.
Q:
Discuss the necessity of satisfying customer demands. List some of the general product attributes or qualities that most customers prefer.
Q:
What is a value chain? Define value chain management and list the various functions along the value chain.
Q:
Discuss the four specific ways in which managers can lower costs or increase differentiation to obtain a competitive advantage.
Q:
The members of a team who bear primary responsibility for the success of a project and who stay with a project from inception to completion are called:
A. contract members.
B. core members.
C. temporary members.
D. developmental members.
E. founding members.
Q:
A written agreement that details factors such as responsibilities, resource commitments, budgets, time lines, and development milestones is referred to as a _____.
A. product development plan
B. contract book
C. loan agreement
D. pay slip
E. company bond
Q:
The _____ plan specifies all of the relevant information that managers need to decide whether to go ahead with a full-blown product development effort.
A. product development
B. value chain
C. product positioning
D. process reengineering
E. quality control
Q:
The first step in a stage-gate development funnel is to:
A. draft a detailed product development plan.
B. provide a list of technological requirements.
C. encourage employees to come up with as many new product ideas as possible.
D. develop a detailed developmental budget.
E. sign a written agreement that details factors such as responsibilities and resource commitments.
Q:
A technique that forces managers to choose among competing projects so functional resources are not spread thinly over too many projects is referred to as:
A. brainstorming.
B. a stage-gate development funnel.
C. process reengineering.
D. a product development plan.
E. a project development plan.
Q:
Which of the following must managers in product development avoid to promote innovation and speed up product development?
A. Developing a structured process for evaluating ideas
B. Funding too many project ideas at one time
C. Providing incentives for employees to come up with ideas
D. Allowing team members to brainstorm
E. Establishing a stage-gate funnel
Q:
The management of the value-chain activities that bring new products or services to market is called _____.
A. product promotion
B. total quality management
C. product positioning
D. process reengineering
E. product development
Q:
Illumin, a light bulb manufacturing company, strives to improve the longevity and brightness of its bulbs by continuously changing designs and trying different combinations of materials and component parts while manufacturing them. This is an example of _____.
A. quantum process innovation
B. quantum product innovation
C. incremental product innovation
D. incremental process innovation
E. process reengineering
Q:
The goods and products manufactured using fundamental shifts in technology as a result of pioneering discoveries are termed:
A. quantum process innovations.
B. quantum product innovations.
C. incremental product innovations.
D. incremental process innovations.
E. process reengineering strategies.
Q:
Which of the following is true about quantum product innovations?
A. Quantum product innovations are always more important than incremental product innovations.
B. Quantum product innovations involve improving and refining existing products.
C. Quantum product innovations are rarer than incremental product innovations.
D. Quantum product innovations are more frequent than incremental product innovations.
E. Quantum product innovations result largely from ongoing technological advances.
Q:
The Donut House, a large donut bakery with outlets across several cities, improves the quality of the dough it uses and introduces a wide range of toppings and glazes to go with its donuts. This is an example of _____.
A. quantum process innovation
B. quantum product innovation
C. incremental product innovation
D. incremental process innovation
E. process structuring
Q:
The gradual improvement and refinement of existing products over time as existing technologies are perfected is known as _____.
A. quantum process innovation
B. quantum product innovation
C. incremental product innovation
D. incremental process innovation
E. process reengineering
Q:
The development of new, often radically different, kinds of goods and services is called _____.
A. quantum process innovation
B. quantum product innovation
C. incremental product innovation
D. incremental process innovation
E. process reengineering
Q:
Which of the following is true about the impact of information systems and the Internet on companies in general?
A. It has resulted in reduced efficiency.
B. It has resulted in escalated costs.
C. It has increased the number of employees required to handle customer or supplier interactions.
D. It has increased the time required to handle requests or queries.
E. It has allowed for production scheduling to provide components on a just-in-time basis.
Q:
_____ is the fundamental rethinking and radical redesign of business procedures to achieve dramatic improvements in critical measures of performance such as cost, quality, service, and speed.
A. Product reengineering
B. Product research
C. Process reengineering
D. Flexible manufacturing
E. Efficiency monitoring
Q:
Which of the following is true about the members of a self-managed team?
A. They learn a single task and are posted at a single job.
B. They require multiple supervisors to monitor them.
C. They are responsible for escalating company's costs.
D. They assume the responsibilities of first-line managers.
E. They create a taller organizational hierarchy, thereby increasing efficiency.
Q:
Great cost savings can result from _____ inventory turnover and _____ inventory holding costs, such as warehousing and storage costs.
A. increasing; reducing
B. increasing; increasing
C. decreasing; reducing
D. decreasing; increasing
E. varying; increasing
Q:
A _____ is a small, wheeled container used in a just-in-time inventory system to move component parts from suppliers to the assembly line.
A. ketbull
B. gurney
C. conveyor belt
D. kanban
E. keltan
Q:
Which of the following is the rationale behind the development of flexible manufacturing techniques?
A. Efficiency will increase with an increase in the setup time for complex production.
B. Efficiency will improve with an increase in setup costs.
C. Actual production time will decrease with a decrease in setup time.
D. An increase in setup time will increase the actual production time.
E. Efficiency will increase with an increase in the actual production time.
Q:
The main aim of flexible manufacturing is to:
A. create products that can be modified easily.
B. create a standard range of products.
C. set up large workforces.
D. improve an organization's management systems.
E. reduce the time required to set up production equipment.
Q:
Self-managed teams use _____, in which different teams assemble each component part and then send those parts to a final assembly team.
A. process layouts
B. fixed-position layouts
C. utility layouts
D. product layouts
E. sequential layouts
Q:
A firm manufactures custom-made furniture based on customer specifications. Which of the following facilities layouts would best suit the firm's needs?
A. Process layout
B. Fixed-position layout
C. Sequential layout
D. Product layout
E. Flexible manufacturing layout
Q:
In a _____, machines are organized so that each operation needed to manufacture a product or process is performed at workstations arranged in a fixed sequence.
A. process layout
B. utility layout
C. facilities layout
D. product layout
E. fixed-position layout
Q:
The process of designing the machineworker interface to increase operating system efficiency is called _____.
A. facilities layout
B. flexible manufacturing
C. process reengineering
D. customer relationship management
E. materials management
Q:
_____ is a strategy based on the use of IT to reduce the costs associated with the product assembly process or the way services are delivered to customers.
A. Six Sigma
B. Flexible manufacturing
C. Process reengineering
D. Niche marketing
E. Customer relationship management
Q:
_____ is a measure of how well an organization's input resources are used to produce its outputs.
A. Efficiency
B. Quality
C. Reliability
D. Flexibility
E. Responsiveness
Q:
The _____ the input resources required to produce a given volume of output, the _____ will be the efficiency of the operating system.
A. more; higher
B. fewer; higher
C. smaller; lower
D. fewer; lower
E. larger; greater
Q:
Six Sigma shares with TQM its focus on improving value chain processes to increase _____.
A. productivity
B. quality
C. innovation
D. flexibility
E. employee involvement
Q:
An approach that creates teams of expert change agents known as "green belts and black belts" to take control of problem finding, problem solving, and training other employees in implementing solutions is called _____.
A. total quality management
B. continuous improvement
C. Six Sigma
D. lean manufacturing
E. return on quality (ROQ)
Q:
The goal of Six Sigma is to improve a company's quality to only _____ defects per million by systematically altering the way all the processes involved in value chain activities are performed.
A. three
B. ten
C. thirty
D. five
E. three hundred
Q:
Successful implementation of TQM requires substantial cooperation between:
A. regulators and the organization.
B. customers and suppliers.
C. different value chain functions.
D. accounting and distribution functions.
E. managers and stockholders.
Q:
Which of the following is essential for implementing a successful total quality management program?
A. Resisting change in the organization's culture
B. Attributing product defects to poor customer service
C. Associating service defects to the production system
D. Introducing a just-in-case inventory system
E. Breaking down barriers between functions
Q:
In order to design for ease of production, a company should:
A. adopt a challenging quality goal.
B. design products that have fewer component parts.
C. increase the average number of customer queries solved per day.
D. decrease the number of employees performing a particular task.
E. create an additional product to be supplied with a main product.
Q:
To decrease product defects, materials managers must work closely with _____ to improve the quality of the raw materials and obtained parts.
A. suppliers
B. customers
C. employees
D. stockholders
E. distributors
Q:
The stock of raw materials, inputs, and component parts that an organization has on hand at a particular time is called _____.
A. storage
B. inventory
C. products
D. stored components
E. holdings
Q:
An organization's audit revealed that its customer support system is the least effective department. The customer support system is a major source of the organization's _____ defects.
A. product
B. manufacturing
C. service
D. distribution
E. supply
Q:
Which of the following is true about total quality management?
A. Output goals and targets should include only numbers.
B. The number of steps to assemble a product should be increased.
C. Employees should be asked for suggestions about improvements.
D. Incentives such as bonus pay and promotional opportunities should be eliminated.
E. A just-in-case inventory system should be introduced.
Q:
According to TQM philosophy, the _____, not the _____ in quality control or engineering, define what quality is.
A. managers; customers
B. customers; managers
C. employees; managers
D. managers; employees
E. employees; customers
Q:
_____ is a management technique that focuses on improving attributes of an organizations products such as superior design, features, reliability, and after-sales support.
A. Effective client management (ECM)
B. Organizational efficiency management (OEM)
C. Total quality management (TQM)
D. Product manufacture management (PMM)
E. Customer relationship management (CRM)
Q:
Which of the following is true of the impact of high-quality products?
A. High product quality results in high operating costs.
B. High product quality results in high employee productivity.
C. High product quality lowers efficiency.
D. High product quality reduces profits.
E. High product quality lowers customer retention.
Q:
An organization that increases its quality can improve its profits by _____ the prices of its products due to increased reliability and _____ its operating costs due to increased productivity.
A. decreasing; reducing
B. reducing; increasing
C. increasing; increasing
D. increasing; reducing
E. discounting; increasing
Q:
The implementation of customer relationship management (CRM) is a method of improving an organization's _____.
A. inventory
B. organizational structure
C. responsiveness to customers
D. product development plan
E. facility layout
Q:
_____ is a technique that uses IT to develop an ongoing relationship with the purchasers or buyers of an organization's product to maximize the value an organization can deliver to them over time.
A. Effective reliability management (ERM)
B. Organizational efficiency management (OEM)
C. Total quality management (TQM)
D. Continuous innovation management (CIM)
E. Customer relationship management (CRM)
Q:
Which of the following is essential for good value chain management?
A. The materials management function should hold greater inventories in order to increase costs.
B. The marketing function should define business in terms of customer needs rather than the type of products.
C. The production function should locate customers and persuade them to buy the company's products.
D. The sales function should control the movement of physical materials from the procurement of inputs to delivery to the customer.
E. The customer service function should focus on offering high-quality products at higher prices.
Q:
Which of the following is a potential outcome when organizations offer a very high level of responsiveness to customers?
A. Quality of products will become low.
B. Customer satisfaction will decrease.
C. Company costs will become too high.
D. Customer relationship will not improve.
E. Production costs will decrease.
Q:
Which of the following is not a product attribute or quality that most customers prefer?
A. High-quality products
B. Products with valuable features
C. Customized products
D. Quick after-sales service
E. High prices
Q:
Managers try to develop functional strategies that allow the organization's value chain to deliver to customers:
A. fewer product attributes at a lower price.
B. smaller products at a higher price.
C. more product attributes at a higher price.
D. the same products at the same price.
E. the same product attributes at a lower price.
Q:
Attaining _____ includes all the other methods of achieving competitive advantage.
A. superior efficiency
B. superior quality
C. superior innovation
D. superior responsiveness to customers
E. superior speed and flexibility
Q:
A company with a strong _____ can create a perception of superior value in the minds of its clients by solving client problems and supporting clients after they have purchased its product.
A. production function
B. sales function
C. customer service function
D. marketing function
E. materials management function
Q:
The _____ function plays a crucial role in an organization's value chain by locating customers and then informing and persuading them to buy the companys products.
A. production
B. materials management
C. customer service
D. marketing
E. sales
Q:
Which of the following functions is responsible for transforming creating, assembling, or providing a good or service?
A. Materials management
B. Production
C. Customer service
D. Marketing
E. Sales
Q:
Which of the following functions can help increase customer perceptions of the utility of a company's product through brand positioning and advertising?
A. Design
B. Materials management
C. Production
D. Marketing
E. Customer service
Q:
A(n) _____ is a coordinated series or sequence of functional activities needed to transform inputs into finished goods or services.
A. operating system
B. marketing function
C. organizational hierarchy
D. value chain
E. customer relationship management system
Q:
The development of a set of functional-level strategies that support a company's business-level strategy and strengthen its competitive advantage is known as:
A. total quality management.
B. human resource management.
C. value chain management.
D. materials management.
E. marketing management.
Q:
A _____ is a plan of action to improve the ability of each of an organizations departments to perform its task-specific activities in ways that add value to an organizations goods and services.
A. corporate-level strategy
B. divisional-level strategy
C. functional-level strategy
D. business-level strategy
E. branch-level strategy
Q:
Users of Adobe Reader, created by Adobe Systems Incorporated, are prompted to provide feedback on their experiences with the software in a bid to improve the product. Adobe Systems Incorporated, in this case, is trying to gain a competitive advantage through:
A. superior efficiency.
B. superior infrastructure.
C. superior innovation.
D. superior speed and flexibility.
E. superior responsiveness to customers.
Q:
Which of the following should an organization do in order to obtain a competitive advantage through superior innovation?
A. Reduce the number of components that go into its products
B. Decrease the number of product attributes and lower the price of its products
C. Set up a strong team to handle after-purchase support
D. Produce products with technologies that have not been used previously
E. Provide high-quality products to create a brand-name reputation for its products
Q:
A tire company's products are more expensive than those offered by its competitors, but are still sought after by customers since they are more durable and perform better under harsh conditions. The tire company, in this case, has achieved competitive advantage through _____.
A. marketing strategies
B. superior quality
C. quantum product innovation
D. pricing strategies
E. promotional strategies
Q:
An organization gains competitive advantage when it:
A. lowers costs and decreases differentiation.
B. increases costs and decreases differentiation.
C. increases costs and increases differentiation.
D. lowers costs and increases differentiation.
E. increases costs and lowers prices.
Q:
A written agreement that details product development factors such as responsibilities, resource commitments, budgets, time lines, and development milestones is called a contract book.
A. True
B. False
Q:
Inputs from an organizations members are sufficient for successful product development.
A. True
B. False
Q:
Product development is the management of the value chain activities involved in bringing new or improved goods and services to the market.
A. True
B. False
Q:
The greater the rate of technological change in an industry, the more important it is for managers to innovate.
A. True
B. False
Q:
An automobile manufacturer redesigning the body of one of its cars to improve its aerodynamics is an example of quantum product innovation.
A. True
B. False