final exam2 - SULIT NOV/2008/UTA2022 UNIVERSITI SAINS ISLAM...

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Unformatted text preview: SULIT NOV/2008/UTA2022 UNIVERSITI SAINS ISLAM/ MALAYSLA banxagmwa ISLAMIC SCIENCE UNIVERSITY OF MALAYSIA ”5'5'39501 ENEMGW‘W‘L‘“ FINAL EXAMINATION SEMESTER I, ACADEMIC SESSION 2008/2009 UTA2022 TOTAL QUALITY MANAGEMENT (ASAS PENGURUSAN KUALITI) INSTRUCTIONS TO CANDIDATES: 1. This paper consists of TWO (2) sections: Section A and Section B. Section A : 40 multiple choice questions (40 marks) Section B : 3 essay questions (60 marks) 2. Answer all questions of Section A in this question booklet. Answer ONLY TWO (2) questions in Section B using answer booklet provided. 3. Candidates are required to write down the relevant particulars on the Borang H. 4. Candidates are not allowed to bring any materials except stationeries into the examination hall without prior permission. 5. Candidates are not allowed to take question booklet out of the examination hall. (in words) (in numbers) 6. Write your registration number. DO NOT OPEN THIS QUESTION BOOKLET UNTIL YOU ARE TOLD TO DO SO This question booklet has EIGHT (8) printed pages excluding this cover page HAKCIPTA TERPELIHARA SULIT SULIT NOV/2008/UTA2022 Registration No: ............................ SECTION A [40 marks] Multiple Choice Questions Answer all questions in this question booklet by marking the most appropriate answer amongst the choices given in each question. 1. The Deming philosophy focuses on improvements in product and service quality by: inspecting 100% of output reducing variation reducing customer complaints separating the planning and execution functions 999‘?” 2. Deming was virtually unknown in the United States until the broadcast of a program entitled If Japan Can Why Can ’t We? When did this broadcast occur? a. 1960 b. 1970 c. 1980 d. 1990 3. Which of the following is not a part of the Profound Knowledge system? psychology appreciation for a system management by objectives understanding of variation 999‘?” 4. Two U.S. consultants who worked with Japanese managers during the 1950’s to improve the quality of Japanese products were Crosby and Deming. Juran and Crosby. Crosby and Feigenbaum. Deming and J uran. 9‘99”?” 5. A plan that integrates an organization’s major goals, policies, and action sequences into a cohesive whole is referred to as a a. tactic. b. program. c. mission. d. strategy. 1 HAKCIPTA TERPELIHARA SULIT SULIT NOV/2008/UTA2022 Registration No: ............................ 6. 10. 11. The traditional approach to strategy deployment is a. top-down. b. back-and-forth (iterative). c. collaborative. d. bottom-up. Effective strategic development in total quality organizations requires consideration of all of the following except the details of organization’s resulting resource commitments. the organization’s strengths and weaknesses. the organization’s mission, vision, and guiding principles. an environmental assessment. 9‘.“ 9"?” The Japanese introduced a strategy deployment process known as a. JUSE alignment. b. hoshin planning. c. muri planning. (1. jidoka planning. According to Kano’s classification of customer requirements, a cup of coffee that is served hot and fresh at a restaurant specializing in breakfasts fits which class of customer requirements? a. dissatisfier b. satisfier c. exciter d. delighter Leading customer—oriented practices of successful companies include all of the following except recognize that all customers should to be treated in the same manner. understand the linkages between customer needs and business processes. make commitments to customers that build trust and confidence. compare customer satisfaction results to those of their competitors. 999‘?” Bill designs and maintains the inventory management software that his coworker John uses when customers call the company to place an order for merchandise. Bill is John’s internal customer external customer internal supplier external supplier 999‘!” 2 HAKCIPTA TERPELIHARA SULIT SULIT NOV/2008/UTA2022 Registration No: ............................ 12. 13. 14. 15. 16. 17. “Moments of truth” are instances when a. new products are launched. b. a firm is audited. c. a customer comes into contact with an employee. d. a new competitor enters the market with higher quality. The use of teams composed of senior managers is prevalent in total quality organizations. a complaint-resolution b. problem-solving c. steering d. auditing Which of the following generally is not a factor influencing of how organizations are structured? a. stability of the product line b. management style c. competitors’ organizational structures d. availability of personnel In a total quality organization, the role of quality should be in the organization chart. a. invisible b. a middle-manager position c. a vice-president position d. adepartrnent Most organizational structures are variations or combinations of three basic types. Which one of the following is not a basic type? line organization line and staff organization circle and core organization matrix organization 9.0 9‘!» Employees of an insurance firm are given the task of studying the very successful employee training program at a bank. This is an example of a. process management. b. strategic reengineering. c. benchmarking. d. quality control. 3 HAKCIPTA TERPELIHARA SULIT SULIT NOV/2008/UTA2022 Registration No: ............................ 18. 19. 20. 21. 22. 23. The employees of a manufacturing company who bill customers are involved in for this manufacturing company. a value—creation process a support process an outsourced process a supplier process 999‘?» A graphical representation of a process sequence is known as a. an affinity diagram b. a Pareto chart. c. a flowchart. d. a control chart. Which type of process drives the creation of products and services, is critical to customer satisfaction, and has a large impact on the organization’s strategic goals? a. value-creation process b. support process c. outsourced process (1. supplier process Statistical thinking is a philosophy of learning and action based on all of the following principles except a. All work occurs in a system of interconnected processes. b. Variation exists in all processes. c. All variation can be traced to human error. (1. Understanding and reducing variation are keys to success. Which of the following is used to organize large numbers of ideas or facts into natural groupings? a. process flow chart b. scoring system c. affinity diagram (1. Likert scale The acronym “QFD” stands for a. quality forming dimensions. b. quality function deployment. c. quality feedback dissemination. (1. quality focused design. 4 HAKCIPTA TERPELIHARA SULIT ,4!» SULIT NOV/2008/UTA2022 Registration No: ............................ 24. Which of the following statements is incorrect regarding quality fimction deployment? 25. 26. 27. 28. 29. a. It reduces the time for new product development. b. It allows companies to simulate the effects of new design ideas. c. It is a useful tool for competitive analysis by top management. d. It is a means for deploying quality assurance throughout the production process. represents a fimdamental shift in how work is performed in the US. a. Shift work b. Teamwork c. Subordination d. Specialization A team organized to perform an entire job, rather than specialized line-type work is called a self-managed team. virtual team. natural work team. project team. 999‘?” A specially empowered team that is fully responsible for turning out a well-defined segment of finished work is known as a self-managed team. virtual team. natural work team. project team. 9913‘?” A team that meets to address work-related problems involving quality and productivity is known as a leadership team. project team. Natural work team. problem-solving team. 99??” A survey by the Gallup Organization found the key employee attitudes that correlate strongly with higher profits include all of the following except a. They perceive their job to be secure. b. They believe their opinions count. c. They sense their fellow workers are committed to quality. d. They feel they are given the opportunity to do what they do best every day. 5 HAKCIPTA TERPELIHARA SULIT SULIT NOV/2008MTA2022 Registration No: ............................ 30. 31. 32. 33. 34. 35. Research has found that employee satisfaction is unrelated to customer satisfaction. positively related to customer satisfaction. negatively related to customer satisfaction. related to customer satisfaction only in manufacturing firms. 999‘?” Which of the following would not be considered a leading practice in human resource management? a. encouraging employee cooperation, initiative, and innovation b. empowering individuals and teams to make decisions affecting quality c. developing effective compensation, reward, and recognition approaches d. assigning workers to single tasks so that they become task specialists Research has demonstrated that the effectiveness of supervisors is positively related to cooperation and negatively related to competitiveness. negatively related to cooperation and positively related to competitiveness. positively related to cooperation but unrelated to competitiveness. unrelated to cooperation and negatively related to competitiveness. PM“ 53‘!” Most definitions of leadership reflect an assortment of behaviors. Which of the following is not one of the behaviors? shepherding resources having the courage to pursue personal goals granting permission to make mistakes striving for consensus 9‘9 9"?“ Leaders who integrate their values into a company’s management system are displaying which leadership skill? a. empowerment b. value congruence c. vision d. stewardship Leaders who encourage employees to participate in quality improvement efforts and develop cross—functional teamwork and customer-supplier partnerships are demonstrating the leadership skill of: a. vision b. intuition c. empowerment d. self-understanding 6 HAKCIPTA TERPELIHARA SULIT SULIT NOV/2008/UTA2022 Registration No: ............................ 36. Executives who manage for the future are displaying the core leadership skill of 37. 38. 39. 40. a. empowerment. b. vision. c. intuition. d. fortitude. The firm’s defines the firm’s reason for existence. a. mission b. vision c. values or guiding principles d. strategy The firm’s describes where the organization is headed. a. mission b. vision c. values or guiding principles d. strategy The firm’s defines attitudes and policies for all employees. a. mission b. vision c. values or guiding principles d. strategy Building a successful total quality organization requires all of the following except a. b. c. d. adoption of sound practices. an effective organizational infrastructure. readiness for change. collecting data and organizing teams. 7 HAKCIPTA TERPELIHARA SULIT SULIT NOV/2008MTA2022 Registration No: ............................ SECTION B [60 Marks] Essay Questions Answer two (2) questions: Question 1 and EITHER Question 2 or 3. 1. a. Define each of the following terms as they relate to Kano’s model: dissatisfier, satisfier, and exciters/delighters. Explain how an exciter/delighter can become a satisfier in general and then provide a specific product example. (10 marks) b. Identify the benefits to an organization when it incorporates quality into strategic planning. (10 marks) c. Discuss how leadership and social responsibility can be connected. (10 marks) d. In services, customer satisfaction or dissatisfaction takes place during “moments of truth.” Explain this statement and identify a moment of truth that you recently experienced. (I 0 marks) [Total : 40 marks] 2. Describe the three basic components of service operations. Describe how service companies differ on these dimension, how they relate to manufacturing companies, and the quality dimensions that must be considered given the degree to which these components exist in the service company. [20 marks] 3. Identify five types of team available to an organization and the context in which they are utilized. [20 marks] 8 HAKCIPTA TERPELIHARA SULIT ...
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