SCENARIO 6-1 Several Years Ago,Ted Brown Opened a Small Retail

question 94

Multiple Choice

SCENARIO 6-1 Several years ago,Ted Brown opened a small retail store selling computer parts.The store grew and the business expanded to offer computer repair and custom computer programming.Clients started to expand from the normal walk-in customer to small- and medium-sized businesses.To accommodate this expansion,Ted had to hire additional personnel.He has noticed,however,that his new employees have definite expectations about what their appropriate role within the expanding company should be.
-Refer to Scenario 6-1.One of Ted's employees is expected to help customers in the retail store as well as perform computer repair work.He feels that every time he gets started on a repair,he is interrupted and does not know whether to finish his repair or wait on the customer.He suffers from

• A)role conflict.
• B)role expectations.
• C)role perception.
• D)role identity.
• E)role ambiguity.

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Definitions:

Capable Process

A process that is able to produce outputs within specified limits consistently, ensuring quality and efficiency.

Assignable Causes

Specific, identifiable factors that can cause variation in a process or system, distinct from random variation.

Common Causes

These refer to the usual, expected reasons behind variation in process performance or quality control.

Quality Function Deployment

A systematic approach to design based on a company's effort to meet customer needs and product quality by translating customer desires into engineering characteristics for a product.