BSOP 326 Total Quality Management Week 4 Midterm Set 2 (2014)
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1. Question : (TCO 6) The use of _____ teams composed of senior managers is prevalent in TQM organizations.
complaint-resolution problem-solving steering auditing
2. Question : (TCO 6) The traditional approach to strategy deployment is which of the following?
Top-down Back-and-forth (iterative) Collaborative Bottom-up
3. Question : (TCO 3) The criteria for the Canadian Awards for Excellence are most similar to which of the following?
Deming Prize American Society for Quality Control Award Malcolm Baldrige National Quality Award ISO 9000 certification program
4. Question : (TCO 3) ISO 9001 provides specific requirements for _____.
terms and definitions used a quality management system improving quality outgoing quality levels
5. Question : (TCO 1) Which of the following is a criticism of the product-based definition of quality?
Quality is often mistakenly assumed to be related to price. Not all products are fit for use. Consumers frequently confuse products with services. Product-based quality cannot be defined precisely; you just know it when you see it.
6. Question : (TCO 1) During the Middle Ages, quality was built into the final product. This approach to quality was lost with the advent of _____.
engineering schools craft guilds automation the Industrial Revolution
7. Question : (TCO 1) Until the start of the 1980s, most U.S. companies focused on maintaining quality levels by utilizing which of the following practices?
Process-improvement efforts Design-quality reviews Mass inspection Team-based initiatives
8. Question : (TCO 2) Which of the following is not true?
Output of services is generally less tangible compared to a manufactured product. Quality is more easily measured in manufacturing than in service operations. The timing of product manufacturing is more important than on-time service delivery. Services are generally more labor intensive than manufacturing processes.
9. Question : (TCO 2) Services are generally _____ intensive, whereas manufacturing is more _____ intensive.
labor, equipment quality, quantity input, output profit, cost
10. Question : (TCO 2) Services differ from manufactured goods in which of the following ways?
Service output is more easily measured. Services tend to be produced and consumed simultaneously. Service output is generally more tangible. Providing service requires a lower degree of customization than does manufacturing.
11. Question : (TCO 2) Systems thinking can be applied to the analysis of _____.
manufacturing processes but not service processes service processes but not manufacturing processes both manufacturing and service processes neither manufacturing processes nor service processes
12. Question : (TCO 3) Companies have utilized the Malcolm Baldrige National Quality Award mostly for the purpose of _____.
winning an award gaining prestige internal assessment and improvement providing good advertising
13. Question : (TCO 5) According to Garvin’s quality dimensions, which one of the following definitions does not match the associated dimension?
Dimension: featuresDefinition: the bells and whistles of a product Dimension: aestheticsDefinition: how a product looks, feels, smells, and so on Dimension: reliabilityDefinition: a product’s primary operating characteristics Dimension: conformanceDefinition: the degree to which the product meets pre-established standards 14. Question : (TCO 5) Which of the following is not true about the American Customer Satisfaction Index?
It focuses on buyer satisfaction associated with consumer nondurable goods. It was first conducted in 1994. It is based on a large, national sample of consumers. It is designed to indicate national trends as well as industry trends.
15. Question : (TCO 7) Deming argued that the performance-appraisal process was detrimental because it usually fails to account for _____ factors that affect individual performance.
system personal machine technology
16. Question : (TCO 4) Deming claimed that higher levels of _____ lead to higher levels of _____.
Automation, quality Quality, productivity Inventory, quality Inspection, quality
17. Question : (TCO 4) Which of the following represents a point of disagreement between Deming and Juran?
Upper management requires training and experience in managing for quality. Change can be accomplished within the organization’s existing structure. Commitment by top management is a necessity. Employees need to know who uses their products.
18. Question : (TCO 8) The major difference between quality circles and project teams is which of the following?
Quality circles are subcommittees of problem-solving teams. Quality circles work on pre-chosen problems. Quality circles do not meet regularly. Quality circles do not disband after solving a specific problem.Page: 1 2
1. Question : (TCO 4) Deming’s Profound Knowledge consists of four elements. Answer the following three parts relating to the psychology element of Deming’s Profound Knowledge. Your discussion should reflect this element of Deming’s Profound Knowledge and not psychology in general.Discuss why psychology is important for us to understand. (10 points)Discuss how fear plays a part in this element. (10 points)Discuss how pay and motivation are of interest in this element. (10 points)
2. Question : (TCO 1) Discuss how a fast-food restaurant could measure its quality effectiveness using each of the following definitions of quality; product-based, user-based, value-based, manufacturing-based.
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