MGT433 : Midterm Revision Exam

[CH1] The American Society for Quality defines quality as the totality of features and characteristics of a product or service that bears on its ability to satisfy given needs.

[CH1] In the shift from "Little Q" to "Big Q", the focus of quality moved from customer satisfaction and prevention during the process to product inspection and defect reduction.

[CH1] The Malcolm Baldrige National Quality Award was introduced in 1987 to encourage organisations to adopt quality excellence practices.

[CH1] Among the dimensions of quality in manufacturing, durability is the probability of a product operating for a specific time under stated conditions of use.

[CH1] Unlike manufactured goods, services are typically produced and consumed simultaneously and cannot be inventoried.

[CH1] A restaurant that always serves catering orders at exactly the time it promised is performing well on the service quality dimension of accessibility and convenience.

[CH1 P2] In quality management, practices are the activities by which principles are implemented, while techniques are the tools and approaches that make those practices effective.

[CH1 P2] Interorganizational teamwork refers to teamwork within work groups and across functional lines inside the organization.

[CH1 P2] According to agency theory, the goals of agents are aligned with the goals of principals through formal contracts.

[CH1 P2] Under the principle of customer and stakeholder focus, the quality department is considered the principal judge of quality.

[CH2] Six Sigma is based on a statistical measure that equates to 3.4 or fewer errors or defects per million opportunities.

[CH2] DMAIC is used to create or completely redesign a process, product, or service, whereas DMADV is used to improve the capabilities of an existing process.

[CH2] The Six Sigma concept was "invented" by Bill Smith at General Electric, which used it in the 1980s to describe its higher quality efforts.

[CH3] Dissatisfied customers tell at least twice as many friends about their bad experiences as they tell about their good ones.

[CH3] In the Kano model, dissatisfiers correspond to expected requirements, whereas satisfiers correspond to expressed requirements.

[CH1] A car owner says she keeps buying the same brand because the dealership fixes problems quickly and its technicians are polite and highly competent. Which dimension of quality is she mainly describing?

[CH1] A washing-machine maker advertises that its machines can handle fifteen years of heavy family use before they need to be replaced. Which dimension of quality is being promoted?

[CH1] A factory supervisor says: "A part is high quality if its measurements fall within the tolerances shown on the engineering drawing." Which formal definition of quality is the supervisor applying?

[CH1] A hotel guest complains that her room-service order arrived on time and the waiter was friendly, but the dessert she ordered was missing. Which service quality dimension failed?

[CH1] Which of the following is NOT one of the differences between manufacturing and services identified in the chapter?

[CH1 P2] A hospital tracks patient satisfaction monthly, compares its infection rates with similar hospitals, and uses the results to set its improvement priorities. Which principle of total quality does this best illustrate?

[CH1 P2] Front-desk staff at a Manama hotel may offer an unhappy guest a free night without first asking a manager. This is an example of:

[CH1 P2] After introducing a new shift schedule, a supervisor compares the results with the targets to see how well the plan is working. Which step of the learning cycle is this?

[CH1 P2] What is the key assumption that agency theory makes about individuals in agency relationships?

[CH1 P2] A Bahraini manufacturer forms a long-term partnership with its main parts supplier to jointly reduce defects in incoming materials. Which type of teamwork does this represent?

[CH1 P2] Which of the following is a leadership practice under the principle of visionary leadership?

[CH1 P2] A CEO designs detailed contracts, performance bonuses, and close monitoring because she believes managers will pursue their own interests unless they are controlled. Her approach mainly reflects:

[CH2] A process operating at Six Sigma (3.4 defects per million opportunities) produces output that is approximately what percentage defect free?

[CH2] A bank wants to build a completely new online loan-application service from scratch to meet customer requirements. Which Six Sigma methodology is most appropriate?

[CH2] A telecom improvement team has measured its billing-error rate and is now using the data to identify the key causes of why the errors occur. Which DMAIC step is the team in?

[CH2] Which of the following describes Six Sigma rather than traditional Total Quality (TQ)?

[CH2] According to the evolution of the Six Sigma concept, what was its main focus during the period 1994-2000?

[CH2] An insurance company finds that its staff do not think in terms of processes, measurements, and data, and its approval processes are invisible and poorly documented. These problems are challenges of applying:

[CH3] A Bahraini hotel surprises a returning guest with a free upgrade to a sea-view suite that she never requested or expected. In the Kano model, this upgrade is a:

[CH3] When applying the Kano model, which step comes immediately after surveying your customers?

[CH3] A customer forms a negative impression of an airline after the check-in agent ignores her while chatting with a colleague. In customer-relationship terms, this interaction is a:

[CH3] A purchasing manager at a Bahraini food factory wants to follow the chapter's practices for dealing with suppliers. Which planned action goes AGAINST those practices?

[CH3] A car maker and its parts supplier agree to share cost-saving ideas so that both gain in the long run, rather than each trying to win every round of price negotiation. This reflects:

[CH3] A customer who regularly drives across Bahrain to buy from one particular bakery and actively recommends it to friends on social media is showing:

[CH3] A retailer studies which products customers usually buy together so it can bundle them into special offers. This is an example of exploiting:

[CH1] Compare "Little Q" and "Big Q" (Total Quality Management). Explain at least four differences between them.

[CH1] List and explain the six dimensions of quality in services.

[CH1 P2] List and briefly explain the six principles of total quality.

[CH1 P2] Compare Total Quality (TQ) and agency theory. Explain at least five differences in their assumptions and practices.

[CH1 P2] Define employee engagement and empowerment, then explain the three types of teamwork discussed in the chapter.

[CH2] Explain the five steps of the DMAIC methodology and state how DMADV differs from DMAIC.

[CH2] Define Six Sigma and compare it with Total Quality (TQ) as a quality framework, giving at least four differences.

[CH3] Explain the Kano model, describing its three categories of customer needs and the five steps for using it.

[CH1] Identify four service quality dimensions that Gulf Trust Bank is failing on, and support each with evidence from the case.

[CH2] Which Six Sigma methodology should the board use, and how would each of its steps be applied to the loan-approval problem?

[CH1 P2] Which management theory does Mr. Faisal's approach reflect? Explain why, and describe how a Total Quality approach would differ.

[CH3] Using the practices for dealing with suppliers, identify the weaknesses in Dar Al Khubz's purchasing approach and recommend improvements.

[CH3] Apply the Kano model to classify the morning availability of fresh bread and the free warm date pastry. Explain what each classification means for the general manager.

[CH1 P2] Which customer-focused practices are missing at Dar Al Khubz? Recommend how the company should listen to and use the voice of the customer, including its internal customers.