MGT 420 Final Exam

Topics: Management, Customer, Design, Quality, Customer service, Strategic management / Pages: 3 (789 words) / Published: Oct 30th, 2014
MGT 420 Final Exam 1)If you select a physician solely on the reputation of the physician, you are basing your decision of which of the following dimensions of service quality 2)Which of the following is the most traditional definition of quality 3)Like engineers, operations managers are very concerned about product and process design. However, rather than focusing on only the technical aspects of those activities, operations concentrates on the __________ of these activities. 4)Which of the following is not an example of a strategic content variable 5)The role of marketing in design has been to bring the voice of the __________ into the design process. 6)__________ is the process by which a leader influences a group to move toward the attainment of superordinate goals. 7)__________ are teams that work to improve processes and customer service. 8)All of the activities associated with developing a product from concept development to final design and implementation is known as 9)A firms understanding of the customers, their needs, and their wants is referred to as 10)__________ was widely accepted as the worlds preeminent authority on quality management prior to his death on December 24, 1993 because of his influence on Japanese and American industry. 11)The major theoretical contribution of Kaoru Ishikawa was 12)The development and dissemination of the basic seven tools of quality was the work of 13)One of the difficulties in satisfying customer requirements is that in a dynamic environment, customer needs are 14)The model of reactive customer-driven quality shows 15)With __________, all work is inspected at each stage of the manufacturing process, and the workers inspect their own work. 16)Your author indicates that although statistical inspection is an important approach to improving quality, it is inherently 17)The differences between desired levels of performance and actual levels of performance is referred to as the 18)The core of quality

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