DeVry GSCM 326 Final Exam 1

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1. (TCO 1) Until the start of the 1980s, most companies focused on maintaining quality levels by
utilizing which of the following practices? (Points : 7)
Process improvement efforts
Design quality reviews
Team-based initiatives
Mass inspection

Question 2.2. (TCO 2) Final intent of inspection should be all of the following except which one?
(Points : 7)
To allow other workers to concentrate on output quantity rather than quality
To gather information on the process
To discover and help resolve production problems
To judge the quality of manufacturing

Question 3.3. (TCO 3) A key requirement of ISO 9000 is its focus on (Points : 7)
the customer.
statistics.
processes.
products.

Question 4.4. (TCO 4) Top managements commitment to quality is considered an absolute

necessity by (Points : 7)
Deming.

Crosby.
Juran.
All of the above

Question 5.5. (TCO 5) Moments of truth are most commonly experienced by (Points : 7)
factory workers.
customer service personnel.
purchasing agents.
process engineers.

Question 6.6. (TCO 6) Essentially, strategy deployment links the _____, who focus on doing the
right thing, with the _____, whose focus is on doing things right. (Points : 7)
management; employees
leaders; supervisors
innovators; coordinators
planners; doers

Question 7.7. (TCO 7) Which motivational theory was developed by Abraham Maslow? (Points :
7)
Hierarchy of needs
Theory X and Y
Operant conditioning
Motivation and maintenance

Question 8.8. (TCO 9) Which of the following is a reason why process management is important
for organizations? (Points : 7)
It assists organizations in recruiting the most suitable employees whose values match the
culture of the organization.
It helps organizations to segment customers into natural groups in order to customize products
that are better able to meet customers needs.
It assists organizations in identifying opportunities for improving quality and operational
performance.
It helps organizations to increase employee morale and commitment to the organization.

Question 9.9. (TCO 8) Which of the following is a team whose members gather to solve a
specific problem and then disband? (Points : 7)
Problem-solving team
Project team
Virtual team
Self-managed team

Question 10.10. (TCO 10) Investment made to keep nonconforming products from occurring is
(Points : 7)
prevention cost.
appraisal cost.
internal failure cost.
external failure cost.

Question 11.11. (TCO 11) Another name for a cause and effect diagram is a (Points : 7)
control chart.
C & E diagram.
scatter diagram.
quality chart.

Question 12.12. (TCO 12) A(n) _____ identifies the activities in designing, producing, and
delivering goods. (Points : 7)
cause-and-effect diagram
scatter diagram
value stream map
affinity diagram

Question 13.13. (TCO 13) In times of change, organizational learning benefits more from _____
leadership. (Points : 7)
transactional
transformational
declining
stagnant

Question 14.14. (TCO 14) Which of the following practices have not shown to be important
when implementing SCM and TQM? (Points : 7)
Management support and leadership
Technical support
Customer support relationship and satisfaction
Supplier relationship and partnership
15) (TCO 4) Demings profound knowledge consists of four elements. Answer the following
three parts relating to the system element of Demings profound knowledge. Your discussion
should relate to this element of Demings profound knowledge and not systems in general.
Each response should be at least 50 words.
What is a system and what should be its aim? (12 points)
Why is systems thinking important? (12 points)
How does suboptimization fit into systems thinking? (12 points)

(TCO 4) Deming created 14 points of management. Explain each point listed below and why it is
important to TQM. Your response should be at least 75 words.Point 3: Understand Inspection
(12 points)
Point 4: Stop Making Decisions Purely on the Basis of Cost (12 points)
Point 5: Improve Constantly and Forever (12 points)

17 ) (TCO 3) Twenty samples of subgroup size 3 (n= 2) were collected for a variable
measurement. Determine the upper control limit (UCL) for an R-chart if the mean of the sample
ranges equals 6.4.

DeVry GSM 326 Final Exam 1

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