Exam 1: Core Concepts of Total Quality Management (Chapters 1-9)
Democratic leadership is also called consultive or consensus leadership.
T or F - correct answer ??True
What strategies did Winston Churchill say were important to follow as a leader? -
correct answer ??He teaches the importance of maintaining a positive attitude
regardless of circumstances and challenges.
Which of the following is not a key element of leadership for quality? - correct
answer ??Democratic Leadership
Which of the following are included in trust-building strategies? - correct
answer ??All of the above
Leaders can be mentors by applying the following best practices: set a positive
example, establish definite learning goals, communicate effectively and often,
think critically and innovate, empower proteges, and inspire, support, and
encourage.
T or F - correct answer ??True
What strategies did Abraham Lincoln say were important to follow as a leader? -
correct answer ??He teaches the importance of circulating among employees,
persuading rather than coercing, being honest and maintaining one's integrity,
having the courage to handle unjust criticism, and having a vision and continually
reaffirming it.
What is the lose/lose approach to human interaction? - correct answer ??An approach
to human interaction in which both parties are so stubborn, ego driven, and
vindictive that, ultimately, they both lose regardless of what decision is made
Which leadership approach is chosen when people exert little control over the
decision-making process. - correct answer ??Participative leadership
Advocates of servant leadership believe those who serve worst lead best. - correct
answer ??False
What is the Juran Trilogy composed of? - correct answer ??Quality planning, Quality
control, Quality improvement
Win/lose is an approach to human interaction that seeks mutual benefit.
T or F - correct answer ??False
Which of the following is not a criterion used to distinguish leaders from
misleaders? - correct answer ??Leaders place image above substance and try to lead
by charisma alone
Which of the following is not a characteristic that builds and maintains
followership? - correct answer ??Lack of honesty
Which of the following is not a characteristic of a good leader? - correct
answer ??Poor communication skills
A change picture is a brief but compelling written explanation of the five Ws and
one H of change: what, where, when, who, and why plus how.
,T or F - correct answer ??True
What factors are necessary for quality and innovation to not just coexist but to
complement each other in ways that make organizations more competitive? - correct
answer ??All of the above
Leadership for quality is leadership from the perspective of what? - correct answer
??Total Quality
Which leadership approach is chosen when people select the style that seems to be
appropriate based on the circumstances that exist at a given time? - correct answer
??Situational leadership
What is the correct order of Maslow's Hierarchy of Needs, starting with the lowest
level? - correct answer ??Basic survival needs, Safety/Security needs, Social
needs, Esteem needs, self-actualization needs
Which leadership approach is represented by people who make decisions without
consulting the employees who will have to implement them or who will be affected by
them? - correct answer ??Autocratic leadership
What are the best managers for empowerment? - correct answer ??Balanced managers
Which of the following is a precaution that will help organizations avoid the most
common empowerment errors? - correct answer ??All of the above
What aspect of working smart is often missing in the modern workplace? - correct
answer ??Empowerment
Even if employees and labor unions support empowerment, it will not work unless
management does what? - correct answer ??Makes a full and whole-hearted commitment
to it
Enlistment goes beyond empowerment in that it not only allows employees to own
their jobs and to innovate but also expects them do so.
T or F - correct answer ??True
What does the term empowerment mean? - correct answer ??Having input that is heard
and used, and it means giving employees ownership of their jobs
What does it mean for a manager to have a dogmatic mind-set? - correct answer ??
They think employees should do what they are told, when they are told, and how they
are told
Empowerment errors to avoid include failing to clearly define what empowerment
means, provide empowerment training, and be patient.
T or F - correct answer ??True
Groupshift is the phenomenon that exists when group members exaggerate their
initial position, hoping that the eventual decision will be what they really want.
T or F - correct answer ??True
What is a strategy that will help organizations move beyond empowerment to
enlistment? - correct answer ??All of the above
What is/are the best word(s) to describe management's role in empowerment? -
correct answer ??All of the above
Which of the following is not a strategy that will help overcome groupthink? -
, correct answer ??Only include people who are familiar with the issue
What does it mean for a manager to have old-school syndrome? - correct answer ??
They tend to focus more on the task at hand and getting it done than on the people
who actually perform the task
Groupshift is the phenomenon that exists when people in a group focus more on
reaching a decision than on making a good decision.
T or F - correct answer ??False
Which of the following is true regarding the term brainstorming? - correct
answer ??All of the above
What is the primary inhibitor of empowerment? - correct answer ??Resistance to
change
A workforce that is ready for empowerment is accustomed to critical thinking,
understands the decision-making process, and knows where it fits into the big
picture.
T or F - correct answer ??True
What is a quality circle? - correct answer ??A group of employees that meets
regularly for the purpose of identifying, recommending, and making workplace
improvements
The better suppliers know their customers' operations, the better they can serve
them. The better suppliers serve their customers, the greater the likelihood of
satisfied, long-term customers.
T or F - correct answer ??True
What is the best way to generate customer loyalty? - correct answer ??Consistently
provide customers with superior value
What is the first step in developing an affinity diagram? - correct answer ??Form a
cross-functional team that includes representatives from all of the key functional
areas in the organization
Which of the following is not a process step in the innovation model used to keep
products up to date, attractive, and relevant for customers? - correct answer ??
Analyze complaints
How does market share affect financial outcomes? - correct answer ??High customer
loyalty leads to a larger market share, which, in turn, leads to better financial
outcomes
The customer loyalty model consists of which of the following components? - correct
answer ??All of the above
What is the final step for implementing the innovation partnership approach to
product development? - correct answer ??Adapt your business practices to
accommodate the innovation partnership.
Customers' needs are static.
T or F - correct answer ??False
What is the difference between customer retention and customer satisfaction? -
correct answer ??Customer retention is a more accurate indicator of customer
loyalty than is customer satisfaction.
Democratic leadership is also called consultive or consensus leadership.
T or F - correct answer ??True
What strategies did Winston Churchill say were important to follow as a leader? -
correct answer ??He teaches the importance of maintaining a positive attitude
regardless of circumstances and challenges.
Which of the following is not a key element of leadership for quality? - correct
answer ??Democratic Leadership
Which of the following are included in trust-building strategies? - correct
answer ??All of the above
Leaders can be mentors by applying the following best practices: set a positive
example, establish definite learning goals, communicate effectively and often,
think critically and innovate, empower proteges, and inspire, support, and
encourage.
T or F - correct answer ??True
What strategies did Abraham Lincoln say were important to follow as a leader? -
correct answer ??He teaches the importance of circulating among employees,
persuading rather than coercing, being honest and maintaining one's integrity,
having the courage to handle unjust criticism, and having a vision and continually
reaffirming it.
What is the lose/lose approach to human interaction? - correct answer ??An approach
to human interaction in which both parties are so stubborn, ego driven, and
vindictive that, ultimately, they both lose regardless of what decision is made
Which leadership approach is chosen when people exert little control over the
decision-making process. - correct answer ??Participative leadership
Advocates of servant leadership believe those who serve worst lead best. - correct
answer ??False
What is the Juran Trilogy composed of? - correct answer ??Quality planning, Quality
control, Quality improvement
Win/lose is an approach to human interaction that seeks mutual benefit.
T or F - correct answer ??False
Which of the following is not a criterion used to distinguish leaders from
misleaders? - correct answer ??Leaders place image above substance and try to lead
by charisma alone
Which of the following is not a characteristic that builds and maintains
followership? - correct answer ??Lack of honesty
Which of the following is not a characteristic of a good leader? - correct
answer ??Poor communication skills
A change picture is a brief but compelling written explanation of the five Ws and
one H of change: what, where, when, who, and why plus how.
,T or F - correct answer ??True
What factors are necessary for quality and innovation to not just coexist but to
complement each other in ways that make organizations more competitive? - correct
answer ??All of the above
Leadership for quality is leadership from the perspective of what? - correct answer
??Total Quality
Which leadership approach is chosen when people select the style that seems to be
appropriate based on the circumstances that exist at a given time? - correct answer
??Situational leadership
What is the correct order of Maslow's Hierarchy of Needs, starting with the lowest
level? - correct answer ??Basic survival needs, Safety/Security needs, Social
needs, Esteem needs, self-actualization needs
Which leadership approach is represented by people who make decisions without
consulting the employees who will have to implement them or who will be affected by
them? - correct answer ??Autocratic leadership
What are the best managers for empowerment? - correct answer ??Balanced managers
Which of the following is a precaution that will help organizations avoid the most
common empowerment errors? - correct answer ??All of the above
What aspect of working smart is often missing in the modern workplace? - correct
answer ??Empowerment
Even if employees and labor unions support empowerment, it will not work unless
management does what? - correct answer ??Makes a full and whole-hearted commitment
to it
Enlistment goes beyond empowerment in that it not only allows employees to own
their jobs and to innovate but also expects them do so.
T or F - correct answer ??True
What does the term empowerment mean? - correct answer ??Having input that is heard
and used, and it means giving employees ownership of their jobs
What does it mean for a manager to have a dogmatic mind-set? - correct answer ??
They think employees should do what they are told, when they are told, and how they
are told
Empowerment errors to avoid include failing to clearly define what empowerment
means, provide empowerment training, and be patient.
T or F - correct answer ??True
Groupshift is the phenomenon that exists when group members exaggerate their
initial position, hoping that the eventual decision will be what they really want.
T or F - correct answer ??True
What is a strategy that will help organizations move beyond empowerment to
enlistment? - correct answer ??All of the above
What is/are the best word(s) to describe management's role in empowerment? -
correct answer ??All of the above
Which of the following is not a strategy that will help overcome groupthink? -
, correct answer ??Only include people who are familiar with the issue
What does it mean for a manager to have old-school syndrome? - correct answer ??
They tend to focus more on the task at hand and getting it done than on the people
who actually perform the task
Groupshift is the phenomenon that exists when people in a group focus more on
reaching a decision than on making a good decision.
T or F - correct answer ??False
Which of the following is true regarding the term brainstorming? - correct
answer ??All of the above
What is the primary inhibitor of empowerment? - correct answer ??Resistance to
change
A workforce that is ready for empowerment is accustomed to critical thinking,
understands the decision-making process, and knows where it fits into the big
picture.
T or F - correct answer ??True
What is a quality circle? - correct answer ??A group of employees that meets
regularly for the purpose of identifying, recommending, and making workplace
improvements
The better suppliers know their customers' operations, the better they can serve
them. The better suppliers serve their customers, the greater the likelihood of
satisfied, long-term customers.
T or F - correct answer ??True
What is the best way to generate customer loyalty? - correct answer ??Consistently
provide customers with superior value
What is the first step in developing an affinity diagram? - correct answer ??Form a
cross-functional team that includes representatives from all of the key functional
areas in the organization
Which of the following is not a process step in the innovation model used to keep
products up to date, attractive, and relevant for customers? - correct answer ??
Analyze complaints
How does market share affect financial outcomes? - correct answer ??High customer
loyalty leads to a larger market share, which, in turn, leads to better financial
outcomes
The customer loyalty model consists of which of the following components? - correct
answer ??All of the above
What is the final step for implementing the innovation partnership approach to
product development? - correct answer ??Adapt your business practices to
accommodate the innovation partnership.
Customers' needs are static.
T or F - correct answer ??False
What is the difference between customer retention and customer satisfaction? -
correct answer ??Customer retention is a more accurate indicator of customer
loyalty than is customer satisfaction.
