RA 9299 Republic of the Philippines June 25,2004

NEGROS ORIENTAL STATE UNIVERSITY

Bayawan- Sta. Catalina Campus
Bayawan City
E-mail Address: cbabayawan@gmail.com , cbabayawan@yahoo.com

College of Business Administration

F I N A L E X A M I N A T I O N
MGNT 302 – Operations Management (TQM)

Name : CHARINA RIVERA LAYAN BSBA-3

Score: _________________
Date : June 18, 2022
Schedule: M-W-F (3:00-4:00 pm)

I. True or False. Write TRUE if the statement is correct and FALSE if the statement is wrong. (1pt each)

___________ 1. Information is the critical enabler of total quality management (TQM).

Answer: TRUE
___________ 2. Total Quality concentrates on quality performance — in every facet of the business — and the
primary strategy to achieve and maintain competitive advantage.
Answer: TRUE
___________ 3. The value of a SWOT analysis lies in its ability to provide basic information that would bring clarity
to a strategic plan.
Answer: TRUE
___________ 4. Quality is the means of differentiation for the satisfaction of customer needs.
Answer: TRUE
___________ 5. Michael Porter describes the development of a competitive strategy as “a broad formula for how a
business is going to compete, what its goals should be, and what policies will be needed to carry out those goals.”
Answer: TRUE
___________ 6. A basic rule of strategic planning is that structure follows strategy.
Answer: TRUE
___________ 7. TQM is frequently the roadblock to improvement in many firms.
Answer: TRUE
___________ 8. Customer service has become a weapon of choice in the battle for market share.
Answer: TRUE
___________ 9. The customer is not really interested in the sophistication of a company’s process control, its training
program, or its culture. The bottom line for the customer is whether he or she obtains the desired product.
Answer: TRUE
___________ 10. User-based definitions are based on the idea that quality is an individual matter, and products that
best satisfy their preferences (i.e., perceived quality) are those with the highest quality.
Answer: TRUE
___________ 11. Manufacturing-based definitions are concerned primarily with engineering and manufacturing
practices and use the universal definition of “conformance to requirements.”
Answer: TRUE
___________ 12. Excellence in quality is not necessarily in the eye of the beholder but rather in the standards set by
the organization.
Answer: TRUE
___________ 13. Value-based quality is defined in terms of costs and prices as well as a number of other attributes.
Thus, the consumer’s purchase decision is based on quality (however it is defined) at an acceptable price.
Answer: TRUE
___________ 14. The highest quality product is not usually the best value.
Answer: TRUE

“Successful people master their moods. They live by their commitments, not by their emotions.” Good Luck Langga! –Miss SethPage 1
___________ 15. Quality means different things to different people.
Answer: TRUE
___________ 16. A firm’s policy choices are essential as drivers of differentiation. They determine what activities to
perform and how to perform them.
Answer: TRUE
___________ 17. Conflict frequently arises between the needs of internal and external customers.
Answer: TRUE
___________ 18. Customer defection is a problem and customer retention is an opportunity in both manufacturing
and service firms.
Answer: TRUE
___________ 19. If the customer’s expectation is low, satisfaction may be acceptable but perception will not
improve.
Answer: TRUE

___________ 20. The obvious way to determine what makes customers satisfied is simply to ask them.
Answer: TRUE

II. Essay. Answer the following questions for 20 points per number.

No Answer Needs Improvement Adequate Quality Exemplary

Did not answer Answers are partial or Answers are not Answers are accurate Answers are comprehensive,
the question. incomplete, key points comprehensive or and complete, key accurate and complete. Ideas
are not clear, question complete, key points points are stated and are clearly stated, explained,
not adequately are stated but are not supported. and well supported.
answered. supported.
0 1-8 9-14 15-19 20
Note: Answers should be hand written in a minimum of 50 words per number.

Given Scenario:

Scenario 1:
Saul shares an office with two other coworkers. Saul does like to talk about his family and his personal life. John used to
listen politely. However, John thinks the workplace is for work and not a place to vent. Reggie finds Saul’s monologues
amusing but is aware that John is slowly getting angrier and angrier. Saul is also getting more and more irritated with
John since John stares at the computer and tunes Saul out when he talks which Saul finds very rude. Reggie thinks that
sooner or later Saul and John are going to have a major fight. Reggie is unsure what he should do. Reggie gets along very
well with both Saul and John but has no mediation background. What should Reggie do?

Scenario 2:
Sarah was recently hired to work as a secretary and is after hours and not being paid overtime. Her son, John, needs some
copies for a school project and arrives at the office. The son has brought his own paper and needs 100 copies for his class
project. If John doesn’t bring the copies to class tomorrow, then he will fail the project. The copy shops are all closed.
There is no one else in the office. There is basically no oversight about copies she makes since she often does special
projects for the boss. What should Sarah do?

Questions:
1. With the given scenarios, how are you going to resolve the issues?
“Successful people master their moods. They live by their commitments, not by their emotions.” Good Luck Langga! –Miss SethPage 2
 Answer: In the scenario no. 1, I am going to resolve the issue through leadership skills, it is very important
to inspire people to lift their game by making the problem solving process highly collaborative and to have
an opportunity to bring people closer together. Reggie should talk to both of his coworkers and see if they
could compromise. Saul could tell his stories on certain days of the week and on other days John could
work in silence. In scenario no. 2, I am going to resolve the issue through asking permission with my boss.
Yes, there's no one else in the office but it also very important to follow the workplace ethics. So, for me,
the best way to solve this problem is to ask permission first and try to make your boss understand the
situation.
2. With the topics from lesson 5 up to lesson 8 (Module 3 & 4), suggest which part of the topics are affected and
needs to be reviewed with the scenario numbers 1 and 2? Justify your answer. Be specific.
Answer: The part of the topics that are affected and needs to be reviewed with the given scenarios are
about the internal conflict and workforce ethics since it shows how an individuals in the scenarios make
decisions in handling conflict in the organization in a right way
3. How are you going to make every employee a productive one?
Answer: I am going to make every employee a productive ones through building a positive work
environment and prioritizing work-life balance. A positive working environment is a workplace that
promotes employee safety, growth and goal attainment. These environments are most conducive to a
successful workforce as they encourage employees to perform to their highest ability. Having a positive
working environment is a great way to increase your work output. When you're happier, you may be more
productive and more equipped to complete your tasks efficiently and effectively. Employees’ work-life
balance plays a big role in their happiness at work. Making sure that they have a great work-life balance is
a crucial part of building a healthy work environment and keeping them happy. In fact, giving employees
more flexibility will reduce overall stress and help prevent burnout at work which allows them to perform
their given task in an efficient way.

“Successful people master their moods. They live by their commitments, not by their emotions.” Good Luck Langga! –Miss SethPage 3