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Devry BSOP326 midterm exam

Page 1

Question 1.1. (TCO 6) The goals of leadership for quality include improving: (Points : 5)




all of the above

Question 2.2. (TCO 6) Which of the following is an important step in executing a strategy? (Points : 5)


Build Capabilities

Identify advocates and resisters

All of the above

Question 3.3. (TCO 3) The Deming Prize was established in which of the following countries? (Points : 5)



The United States


Question 4.4. (TCO 3) ISO 9000 recertification is required every _____. (Points : 5)

3 years

5 years

7 years

9 years

Question 5.5. (TCO 1) Which of the following is a criticism of the product-based definition of quality? (Points : 5)

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.

Question 6.6. (TCO 1) The creation of separate quality departments in the early 1900s caused _____. (Points : 5)

ambiguity concerning who was responsible for quality

upper management to be more knowledgeable about quality

no effect on the quality of the products that the customer received

production efficiency to decline

Question 7.7. (TCO 1) _____ is credited with developing control charts. (Points : 5)

Eli Whitney

Frederick W. Taylor

Walter Shewhart

W. Edwards Deming

Question 8.8. (TCO 2) Which of the following organizations does not have a role to play in assuring quality in a manufacturing firm? (Points : 5)



Product design

None of the above

Question 9.9. (TCO 2) Which of the following are considered to be two critical components of quality systems in service industries? (Points : 5)

Information systems and technical standards

Employees and information systems

Production equipment and employees

Employees and inspection processes

Question 10.10. (TCO 2) A key element of total quality is:

(Points : 5)

obsession with quality

worker healthcare

legal services

inventory management

Question 11.11. (TCO 2) Which of the following is NOT generally true about service organizations? (Points : 5)

Customers often are involved in the service process.

Services are capital intensive.

Services cannot be stored, inventoried, or inspected prior to delivery.

Services are produced and consumed simultaneously.

Question 12.12. (TCO 3) The categories of criteria for the Baldrige Award include all of the following except (Points : 5)


Strategic Planning

Customer Focus

Process Focus

Question 13.13. (TCO 5) Crosby’s “quality vaccine” consists of _____. (Points : 5)

Reliability, Education, and Implementation

Determination, Education and Implementation

Determination, Competence, and Implementation

None of the above

Question 14.14. (TCO 5) Which of the following is not true about the American Customer Satisfaction Index? (Points : 5)

It is too ambiguous to be measured

It can be improved by knowing a customer’s operations

It can be improved by determining what attributes of a product or service are important to your customer

Resources must be applied where they will do the most to improve it

Question 15.15. (TCO 7) The third of Deming’s deadly diseases had to do with: (Points : 5)

personal review systems




Question 16.16. (TCO 4) The need to remove barriers to pride in workmanship is associated with which of the following individuals? (Points : 5)





Question 17.17. (TCO 4) The Deming philosophy focuses on improvements in product and service quality by _____. (Points : 5)

inspecting 100 percent of output

reducing variation

reducing customer complaints

separating the planning and execution functions

Question 18.18. (TCO 8) A team that that is usually cross functional (Points : 5)

management team

natural work team

quality circle

process improvement team

Page 2

Question 1. 1. (TCO 4) Compare and contrast Deming’s approach to Juran’s approach to quality improvement. (Points : 30)

Question 2. 2. (TCO 1) Explain the difference between quality management practices prio to the 1900 with quality management practices in the 1990’s. (Points : 30)

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