mgmt 425 - exam 1

What is the subjective nature of quality?

Quality is defined differently by each person based on their own perspective.

Who are external customers?

External customers are those who purchase and use a company's products but are not part of the organization.

What is the transcendent perspective of quality?

It views quality as excellence or superiority.

What does the product perspective of quality focus on?

It focuses on the quantities of product attributes.

What is the value perspective in quality management?

It emphasizes achieving greater benefits at a comparable price.

What is the manufacturing perspective of quality?

It refers to conformity to specifications set by designers.

What is the purpose of satisfaction surveys?

To identify customer needs and measure satisfaction.

What is the difference between internal and external customers?

Internal customers receive goods or services within the organization, while external customers are outside the organization.

What is workforce management?

It involves coordinating the people of an organization to achieve business objectives.

What are key practices for workforce engagement?

Designing work to promote communication, cooperation, and innovation.

What is Sigma in quality management?

A customer-focused, results-oriented approach that integrates traditional quality improvement tools.

What is the significance of understanding variation in processes?

Understanding and reducing variation is key to success in quality management.

What is the role of feedback in job performance?

Timely information about work helps improve performance and engagement.

What does empowerment in the workplace entail?

Giving employees authority to make decisions and control over their work.

What is strategic human resource management?

It focuses on how HR strategies contribute to organizational effectiveness.

What are the characteristics of engaged employees?

Engaged employees work with passion and feel a profound connection to their company.

What defines a team in a workplace context?

A group of people who work together and cooperate to achieve shared goals.

What is the storming phase in team development?

A phase where team members disagree on roles and challenge each other.

What is the norming phase in team development?

A phase where team members agree on roles and acceptable behavior.

What is the adjourning phase in team development?

The phase where the team wraps up the project and prepares to disband.

What is task identity?

The degree to which a worker can perceive their task as a whole from start to finish.

What is skill variety in job design?

The degree to which a job requires a variety of skills and talents.

What is autonomy in the workplace?

The degree of freedom and independence a worker has over their tasks.

What does it mean to have a balanced approach in customer satisfaction?

It involves satisfying customers while also considering the needs of other stakeholders.

What is the significance of measuring customer satisfaction?

It helps organizations assess their performance and identify areas for improvement.

intraorganizational teams

members usually come from the same department or function

examples of intraorganizational teams

quality circles, self-managed teams, natural work teams

cross-functional teams

work on specific tasks or processes that cut across boundries of several different departments regardless of their organizational home

example of cross functional teams

project teams, problem solving, virtual teams, management teams