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DEVRY BSOP326 FINAL EXAM

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Page 1

 

 

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

 

 

inspection

 

 

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

 

 

Teamwork

 

 

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)

 

 

Sales

 

 

Purchasing

 

 

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)

 

 

Deming

 

 

Crosby

 

 

Juran

 

 

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

 

 

Butterflies

 

 

Opportunities

 

 

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)

 

 

people

 

 

processes

 

 

products

 

 

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

 

 

Brainstorming

 

 

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

 

 

games

 

 

character building

 

 

interdependence

 

 

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

 

 

assess

 

 

plan

 

 

execute

 

 

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

 

 

champions

 

 

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

 

 

Innovation

 

 

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)

 

 

Clustering

 

 

The Pareto principle

 

 

Skewing

 

 

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

 

 

Page 2

 

 

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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