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Devry BSOP326 midterm exam




Question;Page 1;Question 1.1. (TCO 6);The goals of leadership for quality include improving: (Points: 5);people;processes;products;all of the above;Question 2.2. (TCO 6);Which of the following is an important step in executing a strategy? (Points;5);Communicate;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);Japan;Germany;The United States;Sweden;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);Sales;Purchasing;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);Leadership;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;costs;inspection;transformation;Question 16.16. (TCO;4) The need to remove barriers to pride in workmanship is associated with which;of the following individuals? (Points: 5);Crosby;Juran;Deming;Taguchi;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)


Paper#53333 | Written in 18-Jul-2015

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