objective 4 1 quality expert w edwards deming helped develop and disseminate the 4312200

objective 4 1 quality expert w edwards deming helped develop and disseminate the 4312200

Objective 4

1) Quality expert, W. Edwards Deming, helped develop and disseminate the plan-do-check-act (PDCA) cycle.

2) Many organizations start the planning stage by re-affirming or updating its mission statement.

3) Operating profit is an example of nonfinancial information.

4) The check step in the PDCA cycle includes two components — measuring and monitoring ongoing performance and taking short-term actions based on the measured performance.

5) Which of the following best represents the Plan step in the Plan-Do-Check-Act (PDCA) cycle?

A) Take actions to lower costs, change resource allocations, improve the quality, cycle time and flexibility of processes, modify the product mix, change customer relationships, and redesign and introduce new products..

B) Measure and monitor ongoing performance and take short-term actions based on the measured performance.

C) Define the organization's purpose and select the focus and scope of its strategy. .

D) Implement the chosen course of action.

6) Which of the following best represents the Do step in the Plan-Do-Check-Act (PDCA) cycle?.

A) Take actions to lower costs, change resource allocations, improve the quality, cycle time and flexibility of processes, modify the product mix, change customer relationships, and redesign and introduce new products.

B) Measure and monitor ongoing performance and take short-term actions based on the measured performance.

C) Define the organization's purpose and select the focus and scope of its strategy.

D) Implement the chosen course of action.

7) Which of the following best represents the Check step in the Plan-Do-Check-Act (PDCA) cycle?

A) Take actions to lower costs, change resource allocations, improve the quality, cycle time and flexibility of processes, modify the product mix, change customer relationships, and redesign and introduce new products.

B) Measure and monitor ongoing performance and take short-term actions based on the measured performance.

C) Define the organization's purpose and select the focus and scope of its strategy.

D) Implement the chosen course of action.

8) Which of the following best represents the Act step in the Plan-Do-Check-Act (PDCA) cycle?

A) Take actions to lower costs, change resource allocations, improve the quality, cycle time and flexibility of processes, modify the product mix, change customer relationships, and redesign and introduce new products.

B) Measure and monitor ongoing performance and take short-term actions based on the measured performance.

C) Define the organization's purpose and select the focus and scope of its strategy.

D) Implement the chosen course of action.

9) How the customer is treated at the time of the purchase is an example of the __________ element of the value proposition.

A) functionality and features

B) industry standards

C) quality

D) service

10) Managers of service departments need all of the following information EXCEPT:

A) efficiency data on work performance.

B) quality data on work performance.

C) profitability data of the whole company.

D) profitability data of the service department.

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