BSOP 588 Midterm Exam

1. (TCO A) Discuss how a fast-food restaurant could measure its quality effectiveness using each
of the following definitions of quality: product-based, user-based, value-based, and
manufacturing-based.
2. (TCO B) Explain each of the following statements as they apply to modern quality
management.
a. Customer service is the rule, not the exception.
b. The absence of defects is a given rather than a source of competitive advantage.
3. (TCO A) Explain the three core principles of total quality.
4. (TCO H) Discuss how front-line employees are critical to customer assessment of service
quality. Identify the challenges faced by front-line employees.
5. (TCO B) Cite two ways that the accounting function can contribute to the achievement of
quality.
6. (TCO C) Deming states that knowledge is not possible without theory, and experience alone
does not establish a theory. Explain this statement as it applies to management decision making.