DeVry BSOP 326 Week 4 Midterm Exam

DeVry BSOP 326 Week 4 Midterm Exam

1. (TCO 6) An effective leadership system is designed to accomplish all of the following, except . (Points : 5) encourage initiative and risk takingset expectations for performance improvementensure that organization takes precedence over purpose and functionprovide a structure for decision makingQuestion 2. 2. (TCO 6) The traditional approach to strategy deployment is which of the following? (Points : 5) Top-downBack-and-forth (iterative)CollaborativeBottom-upQuestion 3. 3. (TCO 3) The criteria for the Canadian Awards for Excellence are most similar to which of the following? (Points : 5) Deming PrizeAmerican Society for Quality Control AwardMalcolm Baldrige National Quality AwardISO 9000 certification programQuestion 4. 4. (TCO 3) ISO 9001 provides specific requirements for . (Points : 5) terms and definitions useda quality management systemimproving qualityoutgoing quality levelsQuestion 5. 5. (TCO 1) Conformance to specifications applies to which type of quality? (Points : 5) User-basedProduct-basedManufacturing-basedValue-basedQuestion 6. 6. (TCO 1) Which of the following was the top priority of U.S. manufacturing in the time period immediately following World War II? (Points : 5) QualityProduction outputContinuous improvementJust-in-time manufacturingQuestion 7. 7. (TCO 1) Which of the following is most appropriate in describing the quality efforts used in the early 20th century? (Points : 5) Defect prevention was emphasizedQuality circles were extensively usedUse of inspection was widespreadQuality was every workers responsibilityQuestion 8. 8. (TCO 2) In any system, final inspection attempts to perform all of the following functions, except . (Points : 5) to provide the workers with the opportunity to control the quality of the product or service at their work stationsto ensure that no defective items reach the customerto discover and help resolve production problemsto judge the quality of manufacturingQuestion 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 standardsEmployees and information systemsProduction equipment and employeesEmployees and inspection processesQuestion 10. 10. (TCO 2) An increasingly important component in quality for service firms is . (Points : 5) information technologyworker healthcarelegal servicesinventory managementQuestion 11. 11. (TCO 2) Systems thinking can be applied to the analysis of . (Points : 5) manufacturing processes but not service processesservice processes but not manufacturing processesboth manufacturing and service processesneither manufacturing processes nor service processesQuestion 12. 12. (TCO 3) Over the years, the Malcolm Baldrige National Quality Award criteria have been improved to include all of the following shifts in emphasis, except which of the following? (Points : 5) From supplier quality to supplier partnershipsFrom a focus on current customers to a focus on current and future customers and marketsFrom human-resource utilization to human-resource development and managementFrom intra-industry rivalries to intra-industry alliancesQuestion 13. 13. (TCO 5) Bill designs and maintains the inventory management software that his coworker John uses when customers call the company to place an order for merchandise. Bill is Johns . (Points : 5) internal customerexternal customerinternal supplierexternal supplierQuestion 14. 14. (TCO 5) Which of the following is not true about the American Customer Satisfaction Index? (Points : 5) 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.Question 15. 15. (TCO 7) Most companies still use traditional measures, such as , as a basis for compensation, while more progressive organizations use measures such as . (Points : 5) customer satisfaction, profit sharingdefect prevention, profitabilityrevenue growth, customer satisfactioncycle-time reduction, cost managementQuestion 16. 16. (TCO 4) Deming claimed that higher levels of lead to higher levels of . (Points : 5) Automation, qualityQuality, productivityInventory, qualityInspection, qualityQuestion 17. 17. (TCO 4) The Deming philosophy focuses on improvements in product and service quality by . (Points : 5) inspecting 100 percent of outputreducing variationreducing customer complaintsseparating the planning and execution functionsQuestion 18. 18. (TCO 8) The major difference between quality circles and project teams is which of the following? (Points : 5) 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.1. (TCO 4) Demings Profound Knowledge consists of four elements. Answer the following three parts relating to the psychology element of Demings Profound Knowledge. Your discussion should reflect this element of Demings 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 points2. (TCO 1) Explain the difference between quality management practices prio to the 1900 with quality management practices in the 1990s. (Points : 30)


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