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BSOP 588 Week 8 Final Exam (Version 2)

BSOP 588 Managing Quality

DeVry

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1. (TCO E) Suggested reasons why many customer satisfaction efforts fail include all of the
following EXCEPT:
2. (TCO D) The Six-Sigma problem solving approach contains the phases of:
3. (TCO C) Terms such as kanban, single minute exchange of dies, and visual controls are
most closely associated with:
4. (TCO C) Poka-yoke focuses on two aspects:
5. (TCO B) _____ measures are generally tracked by senior leadership to gauge overall
organizational performance.
6. (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. (TCO A) Which of the following is NOT a characteristic of a Six Sigma project?
8. (TCO B) A set of financial, market, operational, and employee performance measures for
management review and use is an example of:
9. (TCO D) The Baldrige Award criteria, as a tool for self-assessment:
10. (TCO H) Focusing on how to maintain improvements occurs in which DMAIC phase?
11. (TCO B) Explain why it is difficult to obtain a single, universal definition of quality. Be
specific in your response.
12. (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. (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. (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. (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. (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. (TCO A) Contrast the mindset of management under total quality and more traditional
management structures with respect to employees, manufacturing, and leadership.
18. (TCO B) Explain each of the following statements as they apply to modern quality
management.
19. (TCO A) Describe the relationship between quality and personal values.
20. (TCO H) Identify and discuss five differences between service and manufacturing
organizations.
21. (TCO B) Cite two ways that the accounting function can contribute to the achievement of
quality.
22. (TCO C) Compare and contrast the quality philosophies of Deming and Juran.
23. (TCO G) Discuss the concept of best practices and their effect on quality management
success.
24. (TCO G) Discuss the concept of best practices and their effect on quality management
success.
25. (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. (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. (TCO F) Characteristics of effective strategic leadership include all of the following
EXCEPT:
28. (TCO A) General-purpose financial statements are the product of:

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