Performance Management
Final Test Solutions
Course Introduction
Performance Management explores the strategies, systems, and processes that organizations use to align employee activities with organizational goals, maximize productivity, and foster continuous improvement. The course covers key topics such as performance appraisal methods, goal setting, feedback mechanisms, and the development of effective reward systems. Students will analyze case studies, best practices, and emerging trends in both traditional and contemporary performance management. Emphasis is placed on the roles of managers and human resource professionals in fostering a high-performance culture, identifying performance gaps, implementing improvement plans, and addressing underperformance while supporting employee growth and engagement.
Recommended Textbook
Managing for Quality and Performance Excellence 8th Edition by James R. Evans
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Page 2
Chapter 1: Introduction
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Sample Questions
Q1) In the employee training at Rob and Diane's restaurant,the moments of truth include all of the following EXCEPT:
A)friendly greeting to each customer on arrival.
B)face recognition using latest scanning software.
C)samples of different items.
D)a genuine thank-you on leaving.
Answer: B
Q2) According to the principles of TQM,quality is synonymous with tight tolerance and conformance to specifications.
A)True
B)False
Answer: False
Q3) Performance excellence results in all of the following EXCEPT:
A)delivery of ever-improving value to customers and stakeholders.
B)improvement of overall organizational effectiveness and capabilities.
C)organizational and personal learning.
D)improved lateral communication.
Answer: D
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3
Chapter 2: Total Quality In Organizations
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Sample Questions
Q1) Low-cost procurement is the primary responsibility of the purchasing agent.
A)True
B)False
Answer: False
Q2) The President's Quality Award was:
A)revised after 2000.
B)eliminated in 2000.
C)initiated in 2000.
D)suspended in 2000 and reinstated in 2004.
Answer: A
Q3) CQI (continuous quality improvement)is yet to be mandated as a requirement for health care organizations desiring accreditation by The Joint Commission on Accreditation of Healthcare Organizations.
A)True
B)False
Answer: False
Q4) Overengineering can also create a complacency that leads to poor quality.
A)True
B)False
Answer: True
Page 4
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Chapter 3: Philosophies And Frameworks
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Sample Questions
Q1) In 2001,the China Association for Quality (CAQ)introduced the _____.
A)National Quality Award
B)Mayor's Cup Quality Award
C)Foundation in Business Excellence Award
D)Six Sigma Excellent Organization Award
Answer: A
Q2) The term six sigma is based on a statistical measure that equates to _____ or fewer errors or defects per million opportunities.
A)4.3
B)3.4
C)5.4
D)2.3
Answer: B
Q3) In judging for the Deming prize,the site visit consists of all of the following EXCEPT:
A)a company presentation.
B)a workforce review.
C)in-depth questioning by examiners.
D)an executive session with top managers.
Answer: B
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Page 5
Chapter 4: Strategic Focus For Performance Excellence
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Sample Questions
Q1) Catchball is an up,down,and sideways communication process as opposed to an autocratic,top-down management style.
A)True
B)False
Q2) In policy deployment,the _____ process is called catchball.
A)negotiation
B)implementation
C)review
D)communication
Q3) A (n)_____ brings the issues and problems revealed by the affinity diagram and the interrelationship digraph down to the operational planning stage.
A)tree diagram
B)arrow diagram
C)matrix data analysis
D)process decision program chart
Q4) What are work systems?
Q5) Describe the basic types of organizations
Q6) What is catchball? Describe.
Q7) What are core competencies? Describe its characteristics
Page 6
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Chapter 5: Focusing On Customers
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Sample Questions
Q1) "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.
Q2) According to Kano's classifications,as customers become more familiar with new or innovative product features,an "exciter/delighter" becomes a "satisfier."
A)True
B)False
Q3) Beginning with the step of customer needs and expectations (expected quality),identify and describe the remaining steps in the customer-driven quality life cycle. (hint: drawing a diagram may be helpful)
Q4) Producers should focus on a customer's perception of quality since perceived quality can influence consumer behavior.
A)True
B)False
Q5) A disadvantage of focus groups is the inability to probe the participants.
A)True
B)False
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Chapter 6: High Performance Workforce Management
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Sample Questions
Q1) Explain job enlargement,job rotation,and job enrichment.Why are these seen as ways to improve employee satisfaction and productivity?
Q2) The concept of _____ involves increasing a worker's level of responsibility so as to provide the worker the opportunity to use a wider range of skills.
A)job security
B)job enlargement
C)job rotation
D)job enrichment
Q3) Which of the following is NOT considered as one of the benefits of self-managed teams?
A)Provide greater flexibility and faster response.
B)Offer employees a higher level of involvement and job satisfaction.
C)Increase revenues and margins across product lines.
D)Help to attract and retain the best people.
Q4) The _____ approach to motivation provides a simple,static representation of components of motivation.
Q5) Identify five types of teams available to an organization and the context in which they are utilized.
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Chapter 7: Process Management
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Sample Questions
Q1) Which of the following is TRUE of support processes?
A)Support processes are those that are most important to an organization's valuecreation processes.
B)They provide infrastructure and add value directly to the product or service.
C)Support processes do not include administrative services.
D)Value creation processes require a higher level of attention than do support processes.
Q2) Long-term improvements cannot be made to a process unless the process is first brought under control.
A)True
B)False
Q3) In services low in _____,the customer's impression of physical facilities,processes,and procedures is important.
A)market appeal
B)customer contact
C)customization
D)labor intensity
Q4) Identify and discuss the key aspects of process management addressed by the Baldrige category of process management.
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Chapter 8: Performance Measurement And Information Management
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Sample Questions
Q1) A recent approach to management accounting that corrects many of the deficiencies of traditional accounting systems is called:
A)appreciation-based costing.
B)activity-based costing.
C)activity-biased counting.
D)allocation-based charging.
Q2) Traditionally,most organizations relied on the following performance data EXCEPT:
A)customer perspective.
B)return on investment.
C)earnings per share.
D)machine utilization.
Q3) Information is derived from the analysis of data.
A)True
B)False
Q4) Key business drivers represent things that separate an organization from its competition and define strengths to exploit or weaknesses to correct.
A)True
B)False
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Chapter 9: Leading, building, and Sustaining Performance Excellence
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Sample Questions
Q1) Which of the following is NOT TRUE regarding organizational self-assessment?
A)Self-assessment helps identify key strengths and weaknesses.
B)Self-assessment is mandated by the Baldrige Criteria.
C)Self-assessment facilitates organizational learning.
D)Self-assessment can provide a picture of the state of quality.
Q2) Some empirical evidence found in research suggests that _____ leadership behavior is strongly correlated with lower turnover,higher productivity and quality,and higher employee satisfaction than other approaches.
A)contingency
B)situational
C)transactional
D)transformational
Q3) Traditional management views people as a commodity,virtually interchangeable,and to be developed based on the perceived needs of the enterprise.
A)True
B)False
Q4) Senior management is not involved in the self-assessment follow-up.
A)True
B)False
11
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Chapter 10: Statistical Thinking And Applications
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Sample Questions
Q1) Refer to Exhibit 10-2.For the estimated regression equation y = a + bx,what is the value of b?
A)-28.106
B)0.049
C)97.2
D)1.117
Q2) In Deming's view,variation is the root cause of poor quality.Explain the difference between common and special cause variation.Discuss Deming's recommendations to eliminate variation.
Q3) A confidence interval is a point estimate of a population parameter.
A)True
B)False
Q4) A(n)_____ experiment is a test or series of tests that enables the experimenter to compare two or more methods to determine which is better or determine levels of controllable factors to optimize the yield of a process or minimize the variability of a response variable.
A)designed
B)simple
C)controlled
D)optimal
Page 12
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Chapter 11: Six Sigma And Process Improvement
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Sample Questions
Q1) The operative measure of quality in Six Sigma terminology is:
A)defects per unit.
B)defects per thousand units.
C)defects per ten thousand opportunities.
D)defects per million opportunities.
Q2) At the outset of a Six Sigma initiative,projects chosen should have a high likelihood of success.
A)True
B)False
Q3) The _____ phase requires an understanding of the causal relationships between process performance and customer value.
A)define
B)measure
C)analyze
D)improve
Q4) The improvement methodologies proposed by Deming,Juran,and Crosby have common themes which are shared in the Six Sigma approach.
A)True
B)False
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Chapter 12: Design For Quality And Product Excellence
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Sample Questions
Q1) The vast majority of applications of QFD in the United States concentrate on the _____ houses of quality.
A)first
B)second
C)third
D)fourth
Q2) A customer service manager wishes to evaluate the loss of goodwill that results from customers waiting in line at the checkout counter.Identify and discuss the Taguchi Loss Function for this situation.
Q3) _____ is a process in which all major functions involved with bringing a product to market are continuously involved with product development from conception through sales.
A)Concurrent engineering
B)Non-linear engineering
C)360-degree designing
D)Bottom-up engineering
Q4) Competitive evaluation is done after the House of Quality is completed.
A)True
B)False
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Chapter 13: Statistical Process Control
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Sample Questions
Q1) The centerline for the np-chart is equal to the average number of nonconforming items per sample.
A)True
B)False
Q2) Common and special causes must be eliminated before process capability can be determined.
A)True
B)False
Q3) A process is deemed "out of control" when:
A)common causes are present.
B)special causes are present.
C)data varies around the mean.
D)random variation is present.
Q4) Identify the tradeoffs associated with the s-chart instead of the R-chart.
Q5) Define the term statistical process control.Outline the steps for setting up a control chart to monitor a process and determine its process capability.
Q6) Construct a flow chart that illustrates the decision process for selecting the appropriate control chart(s)for monitoring a given process.
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