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Question 1.1. (TCO 1) Which of the following practices were utilized by most companies to maintain quality levels until the start of the 1980s? (Points : 6)



Team-based initiatives



Process-improvement efforts



Design-quality reviews






Question 2.2. (TCO 1) The lack of which of the following is a reason why some companies fail at implementing TQM? (Points : 6)






Education and Training



Long term commitment



All of the above



Question 3.3. (TCO 2) Which of the following systems do not have a role to play in assuring quality in a manufacturing firm? (Points : 6)









Tool Engineering



None (All answers have a role.)



Question 4.4. (TCO 2) When morale is _____, service excellence is _________. (Points : 6)



high, high



low, high



low, low



bad, good



Question 5.5. (TCO 3) The purpose of the Malcolm Baldrige National Quality Award includes which of the following? (Points : 6)



To recognize the achievements of high-quality companies



To establish guidelines and criteria for evaluation of quality-improvement efforts



To provide detailed information on how award-winning enterprises achieved success



All of the above



Question 6.6. (TCO 3) ISO 9000 recertification is required every _____. (Points : 6)



three years



five years



seven years



nine years



Question 7.7. (TCO 4) _____ considered top management\\\\\\\'s commitment to quality an absolute necessity for TQM. (Points : 6)












All of the above



Question 8.8. (TCO 4) The primary reason for Deming\\\\\\\'s position that slogans should be eliminated is which of the following? (Points : 6)



They create adversarial relationships.



Slogans take up valuable space in the production department.



Slogans are costly to maintain and periodically update.



Workers don\\\\\\\'t always understand the slogans.



Question 9.9. (TCO 5) Measurable performance levels that define the quality of customer contact with an organization\\\\\\\'s representatives are known as which of the following? (Points : 6)



Customer contact



Quality function deployments



Indexed service standards



Consumer benefits packages



Question 10.10. (TCO 5) Customers that are highly profitable, but don’t stay around long are known as __________. (Points : 6)



Song birds



Ne’re do wells









Question 11.11. (TCO 6) Effective organizations share which of the following approaches to strategic planning? (Points : 6)



Organization-wide participation in planning



Focus on near-term goals



Special emphasis on stock market expectations



Unstructured systems for strategy development and deployment



Question 12.12. (TCO 6) Leadership for quality is about continually improving the performance of________. (Points : 6)












all of the above



Question 13.13. (TCO 7) The nominal group technique is a sophisticated form of ________. (Points : 6)



Promoting teamwork



Encouraging employee empowerment



Being concerned about employee motivation






Question 14.14. (TCO 7) The Institute for Corporate Competitiveness (ICC) found that _______ to be an important part of team-building. (Points : 6)



outdoor activities






character building






Question 15.15. (TCO 8) Effective team building steps include which of the following: (Points : 6)












All of the above



Question 16.16. (TCO 8) In firms that implement Six Sigma efforts, _____ are often targeted as future leaders. (Points : 6)



team members



Black belts






Green belts



Question 17.17. (TCO 9) Which of the following is not part of a process control system? (Points : 6)



Comparison of actual results with the standard



A means of measuring accomplishment



A standard or goal



A backup process



Question 18.18. (TCO 9) Kaizen is best described by which of the following terms? (Points : 6)



Concurrent engineering



Continuous improvement at all levels






Statistical process control



Question 19.19. (TCO 10) During Final Inspection at a shirt manufacturer, more than 1,500 shirts were found with incorrect buttons. The manufacturer sold the shirts at 70 percent of the normal price to a retailer who specializes in factory seconds. The revenue lost by the manufacturer is considered which of the following? (Points : 6)



An internal failure cost



An appraisal cost



An external failure cost



A prevention cost



Question 20.20. (TCO 10) Which of the following is NOT a cost of quality? (Points : 6)



internal failure cost



external failure cost



appraisal cost



none of the above



Question 21.21. (TCO 11) The Deming cycle was developed to link the production process to ___________. (Points : 6)



consumer needs



zero defects



statistical information



organizational goals



Question 22.22. (TCO 11) A bank observes that most customer complaints come from only a small part of its total customer base. This is an example of which of the following? (Points : 6)






The Pareto principle






The central limit theorem



Question 23.23. (TCO 12) Which of the following constitutes an approach to reducing sampling error? (Points : 6)



Cross-checking research designs with knowledgeable analysts



Questioning the assumption that tomorrow\\\\\\\'s and today\\\\\\\'s populations are comparable



Taking a larger sample from the population



Reducing conditions that contribute to dissimilar population segments



Question 24.24. (TCO 12) Determine the upper control limit (UCL) and lower control limit (LCL) for an X-Bar chart if six samples of subgroup size 5 (n=5) were collected, and the mean of the sample averages is 4.7 and mean of the sample ranges is 0.35.



TABLE (Points : 30)



UCL = 4.86905, LCL = 4.53095



UCL = 4.90195, LCL = 4.49805



UCL = 4.72250, LCL = 4.14350



UCL = 5.05805, LCL = 4.34195



Question 25.25. (TCO 12) Determine the upper control limit (UCL) and lower control limit (LCL) for an R-chart if twenty samples of subgroup size 3 (n=3) were collected for a variable measurement and the mean of the sample ranges equals 4.4. (Points : 30)



UCL = 9.3016, LCL = 0.3344



UCL = 1.4696, LCL = 0.0000



UCL = 11.3256, LCL = 0.0000



UCL = 8.8176, LCL = 0.0000



Question 26.26. (TCO 13) The operative measure of quality in Six Sigma terminology is which of the following? (Points : 6)



Defects per unit



Defects per thousand units



Defects per ten thousand opportunities



Defects per million opportunities



Question 27.27. (TCO 14) St. Luke\\\\\\\'s Hospital identified several phases in its organization\\\\\\\'s TQM implementation. This is an example of _____. (Points : 6)



poor implementation



quality as a journey



implementation that is moving too slowly



All of the above



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Question 1. 1. (TCO 3) Answer the following questions concerning ISO 9000:



1. Discuss the implementation/registration process for ISO 9000. (10 points)



2. Discuss the recertification process for ISO 9000. (10 points)



3. Discuss 3 of the 7 steps an organization must take to ensure its QMS conforms to ISO 9000 requirements. (10 points)



(Points : 30)



Question 2. 2. (TCO 14) Answer the following questions concerning employee empowerment:



Discuss the rationale for employee empowerment. (10 points)



Discuss how employee empowerment is achieved in organizations. (10 points)






Discuss management\\\\\\\'s role in employee empowerment. (10 points)



(Points : 30)



Question 3. 3. (TCO 4) Answer the following 3 parts relating to the Malcolm Baldrige Award:



Discuss the reasons why the Baldridge Award was established. (10 points)



Discuss the value to organizations of competing for the Baldrige award (10 points)



Discuss 3 of the 7 main categories under the Malcolm Baldrige criteria (10 points)



(Points : 30)


Paper#45725 | Written in 22-Dec-2015

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