ICPM 2 - Chapter 2

Which of the following is essential for implementing a successful total

quality management (TQM) program?

• Resisting change in the organisation’s culture.

• Attributing product defects to poor customer service.

• Associating service defects to the production system.

• Introducing a just-in-case inventory system.

• Breaking down barriers between functions.

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 __________.

• Superior efficiency

• Superior infrastructure

• Superior innovation

• Superior speed and flexibility

• Superior responsiveness to customers

Which of the following functions can help increase customer perceptions of

the utility of a company’s product through brand positioning and

advertising?

• Design

• Materials management

• Production

• Marketing

• Customer service

Which of the following is a planning model that forces managers to choose

among competing projects so organisational resources are not spread

thinly over too many projects?

• Six Sigma

• Total quality management (TQM)

• Stage-gate development Funnel

• Product development plan

• Business process reengineering

The process of designing the machine—worker interface operating system

efficiency is called __________.

• Facilities layout

• Flexible manufacturing

• Process reengineering

• Customer relationship management

• Materials management

__________ is the graduate improvement and refinement of existing

products that occur over time as existing technologies are perfected.

• Product development

• Incremental product development

• Quantum product innovation

• Business process reengineering

• Incremental product innovation

Which of the following should an organisation do in order to obtain a

competitive advantage through superior innovation?

• Reduce the number of components that go into its products.

• Decrease the number of product attributes and lower the price of its

  products.

• Set up a strong team to handle after-purchase support.

• Produce products with technologies that have not been used

  previously.

• Provide high-quality products to create a brand-name reputation for its

  products.

Which of the following is true about total quality management (TQM)?

• Output goals and targets should include only numbers.

• The number of steps to assemble a product should be increased.

• Employees should be asked for suggestions about improvements.

• Incentives such as bonus pay and promotional opportunities should be

  eliminated.

• A just-in-case inventory system should be introduced.

Which type of team members bear primary responsibility for the success of

a project and who stay with a project from inception to completion?

• Utility team members

• Product development members

• Core members

• Essential members

• Sequential members

__________ is a technique that uses IT to develop an ongoing relationships

with the purchasers or buyers of an organisation’s product to maximize the

value an organisation can deliver to them over time.

• Effective reliability management (ERM)

• Organizational efficiency management (OEM)

• Total quality management (TQM)

• Continuous Innovation Management (CIM)

• Customer relationship management (CRM)i