BSOP 588 Week 8 Final Exam Version 2 (Taken 2012)

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1. Question: (TCO E) Suggested reasons why many customer satisfaction efforts fail
include all of the following EXCEPT:
2. Question: (TCO D) The Six-Sigma problem solving approach contains the phases of:
3. Question: (TCO C) Terms such as kanban, single minute exchange of dies, and
visual controls are most closely associated with:
4. Question: (TCO C) Poka-yoke focuses on two aspects:
5. Question: (TCO B) _____ measures are generally tracked by senior leadership to gauge
overall organizational performance.
6. Question: (TCO I) The cost of purchasing copies of a textbook on quality for employees
as part of their training program in process improvement methods is considered:
7. Question: (TCO A) Which of the following is NOT a characteristic of a Six Sigma
project?
8. Question: (TCO B) A set of financial, market, operational, and employee performance
measures for management review and use is an example of:
9. Question: (TCO D) The Baldrige Award criteria, as a tool for self-assessment:
10. Question: (TCO H) Focusing on how to maintain improvements occurs in which
DMAIC phase?

11. Question: (TCO B) Explain why it is difficult to obtain a single, universal definition of
quality. Be specific in your response.
12. Question: (TCO I) What criterion is used to classify a failure cost as internal versus
external? Give three examples of an internal failure cost and three examples of an
external failure cost.
13. Question: (TCO I) What criterion is used to classify a failure cost as internal versus
external? Give three examples of an internal failure cost and three examples of an
external failure cost.
14. Question: (TCO F) Explain in detail why change is necessary in organizations. Describe
the effects that change can have on quality management with respect to employee
commitment and quality levels.
15. Question: (TCO H) Describe the six basic steps required to build the House of Quality.
Describe, in general, where in the House are customer and technical requirements
located. Also explain why it is important that each area of the House is linked with the
others.
16. Question: (TCO H) Describe the six basic steps required to build the House of Quality.
Describe, in general, where in the House are customer and technical requirements
located. Also explain why it is important that each area of the House is linked with the
others.
17. Question: (TCO A) Contrast the mindset of management under total quality and more
traditional management structures with respect to employees, manufacturing, and
leadership.
18. Question: (TCO B) Explain each of the following statements as they apply to modern
quality management.
19. Question: (TCO A) Describe the relationship between quality and personal values.
20. Question: (TCO H) Identify and discuss five differences between service and
manufacturing organizations.
21. Question: (TCO B) Cite two ways that the accounting function can contribute to the
achievement of quality.
22. Question: (TCO C) Compare and contrast the quality philosophies of Deming and Juran.
23. Question: (TCO G) Discuss the concept of best practices and their effect on quality
management success.

24. Question: (TCO G) Discuss the concept of best practices and their effect on quality
management success.
25. Question: (TCO D) The criteria for Performance Excellence for the Malcolm Baldrige
award consist of a hierarchical set of categories, items, and areas to address. Which of the
following four is NOT one of them?
26. Question: (TCO E) According to Kanos classification of customer requirements, a cup
of coffee that is served hot and fresh at a restaurant specializing in breakfasts fits which
class of customer requirements?
27. Question: (TCO F) Characteristics of effective strategic leadership include all of the
following EXCEPT:
28. Question: (TCO A) General-purpose financial statements are the product of: