BSOP 326 WEEK 4 MIDTERM EXAM
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BSOP 326 WEEK 4 MIDTERM EXAM
2 sets of midterm exam
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1.
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Question :
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(TCO 6) An
effective leadership system is designed to accomplish all of the following,
except _____.
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encourage initiative
and risk taking
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set expectations
for performance improvement
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ensure that
organization takes precedence over purpose and function
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provide a
structure for decision making
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Ch. 4, p. 156
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Points Received:
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5 of 5
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Comments:
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2.
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Question :
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(TCO 6) Effective
strategic development in total quality organizations requires consideration
of all of the following, except _____.
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the details of an
organization’s resulting resource commitments
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the organization’s
strengths and weaknesses
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the organization’s
mission, vision, and guiding principles
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an environmental
assessment
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Ch. 4, p. 167
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Points Received:
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5 of 5
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Comments:
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3.
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Question :
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(TCO 3) The
framework for company-wide quality control (CWQC) in Japan is provided by
_____.
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the Shewhart Award
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the Grant Award
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the Deming Prize
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the Baldrige Award
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Ch. 3, p. 110
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Points Received:
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5 of 5
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Comments:
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4.
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Question :
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(TCO 3) All of the
following are true regarding ISO 9000 series, except _____.
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ISO-certified
organizations are assured of providing superior product quality
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the requirements
provide a structure for a basic quality assurance system
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the standards
describe processes affecting quality
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individual sites,
not entire companies, must achieve registration individually
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Ch. 3, pp. 128–132
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Points Received:
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5 of 5
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Comments:
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5.
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Question :
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(TCO 1) A consumer
purchases a generic product at a cost of $5.00 instead of the competing
brand-name product that sells for $7.00. The consumer feels that there is
no difference in quality between the generic and brand-name products. This
scenario illustrates which of the following definitions of quality?
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Manufacturing-based
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Value-based
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Product-based
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User-based
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Ch. 1, p. 16
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Points Received:
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5 of 5
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Comments:
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6.
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Question :
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(TCO 1) During the
Middle Ages, quality was built into the final product. This approach to
quality was lost with the advent of _____.
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engineering
schools
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craft guilds
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automation
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the Industrial
Revolution
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Ch. 1, p. 5
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Points Received:
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5 of 5
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Comments:
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7.
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Question :
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(TCO 1) Which of
the following is most appropriate in describing the quality efforts used in
the early 20th century?
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Defect prevention
was emphasized
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Quality circles
were extensively used
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Use of inspection
was widespread
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Quality was every
worker’s responsibility
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Ch. 1, p. 7
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8.
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Question :
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(TCO 2) Which of
the following systems does not have a role to play in assuring quality in a
manufacturing firm?
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Sales
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Purchasing
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Product design
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None of the above
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Ch. 2, p. 51, Fig.
2.1
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Points Received:
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5 of 5
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Comments:
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9.
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Question :
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(TCO 2) Services
are generally _____ intensive, whereas manufacturing is more _____
intensive.
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labor, equipment
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quality, quantity
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input, output
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profit, cost
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Ch. 2, p. 57
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Points Received:
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5 of 5
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Comments:
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10.
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Question :
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(TCO 2) Conditions
that facilitate high-quality service employees include which one of the
following?
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Reward systems
that recognize cost-cutting behaviors
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Work environments
that isolate employees from customers
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Supervisors who
act more as coaches and mentors than as administrators
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Specialized job
assignments, such as greeting customers
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Ch. 2, p. 58
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Points Received:
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5 of 5
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Comments:
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11.
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Question :
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(TCO 2) Which of
the following is NOT generally true about service organizations?
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Customers often
are involved in the service process.
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Services are
capital intensive.
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Services cannot be
stored, inventoried, or inspected prior to delivery.
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Services are
produced and consumed simultaneously.
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Ch. 2, p. 56
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Points Received:
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5 of 5
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Comments:
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12.
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Question :
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(TCO 3) Over the
years, the Malcolm Baldrige National Quality Award criteria have been
improved to include all of the following shifts in emphasis, except which
of the following?
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From supplier
quality to supplier partnerships
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From a focus on
current customers to a focus on current and future customers and markets
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From
human-resource utilization to human-resource development and management
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From
intra-industry rivalries to intra-industry alliances
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Ch. 3, p. 119
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13.
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Question :
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(TCO 5) Bill
designs and maintains the inventory management software that his coworker
John uses when customers call the company to place an order for
merchandise. Bill is John’s _____.
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internal customer
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external customer
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internal supplier
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external supplier
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Ch. 5, p. 196
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Points Received:
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5 of 5
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Comments:
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14.
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Question :
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(TCO 5) Moments of
truth are instances when which of the following occurs?
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New products are
launched.
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A firm is audited.
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A customer comes
into contact with an employee.
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A new competitor
enters the market with higher quality.
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Ch. 5, p. 208
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Points Received:
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5 of 5
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Comments:
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15.
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Question :
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(TCO 7) Which of
the following is not considered a hard measure of the effectiveness of
human-resource management?
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Employee
satisfaction
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Productivity
improvements
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Cycle-time
reductions
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Employee turnover
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Ch. 6, p. 281
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16.
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Question :
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(TCO 4) The need
to remove barriers to pride in workmanship is associated with which of the
following individuals?
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Crosby
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Juran
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Deming
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Taguchi
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Ch. 3, p. 99
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Points Received:
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5 of 5
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Comments:
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17.
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Question :
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(TCO 4) The Deming
philosophy focuses on improvements in product and service quality by _____.
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inspecting 100
percent of output
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reducing variation
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reducing customer
complaints
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separating the
planning and execution functions
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Ch. 3, pp. 91-92
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Points Received:
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5 of 5
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Comments:
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18.
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Question :
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(TCO 8) The key
stages of a team’s life cycle include all of the following, except for
_____.
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storming
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adjourning
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norming
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rewarding
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Ch. 6, pp. 261-268
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1.
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Question :
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(TCO 4) Deming’s
Profound Knowledge consists of four elements. Answer the following three
parts relating to the psychology element of Deming’s Profound Knowledge.
Your discussion should reflect this element of Deming’s Profound Knowledge
and not psychology in general.
- Discuss why psychology is
important for us to understand. (10 points)
- Discuss how fear plays a
part in this element. (10 points)
- Discuss how pay and
motivation are of interest in this element. (10 points)
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Points Received:
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30 of 30
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Comments:
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2.
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Question :
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(TCO 1) Explain
each of the following statements as they apply to modern quality
management:1. Customer service is the rule not the exception. (15 points)
2. The absence of defects is a given
rather than a source of competitive advantage. (15 points)
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1.
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Question :
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(TCO 6) The use of
_____ teams composed of senior managers is prevalent in TQM organizations.
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complaint-resolution
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problem-solving
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steering
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auditing
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2.
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Question :
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(TCO 6) The
traditional approach to strategy deployment is which of the following?
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Top-down
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Back-and-forth
(iterative)
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Collaborative
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Bottom-up
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Ch. 4, p. 167
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Points Received:
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5 of 5
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Comments:
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3.
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Question :
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(TCO 3) The
criteria for the Canadian Awards for Excellence are most similar to which
of the following?
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Deming Prize
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American Society
for Quality Control Award
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Malcolm Baldrige
National Quality Award
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ISO 9000
certification program
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Ch. 3, p. 125
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Points Received:
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5 of 5
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Comments:
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4.
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Question :
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(TCO 3) ISO 9001
provides specific requirements for _____.
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terms and
definitions used
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a quality
management system
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improving quality
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outgoing quality
levels
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Ch. 3, p. 129
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Points Received:
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5 of 5
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Comments:
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5.
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Question :
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(TCO 1) Which of
the following is a criticism of the product-based definition of quality?
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Quality is often
mistakenly assumed to be related to price.
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Not all products
are fit for use.
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Consumers
frequently confuse products with services.
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Product-based
quality cannot be defined precisely; you just know it when you see it.
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Ch. 1, p. 15
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6.
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Question :
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(TCO 1) During the
Middle Ages, quality was built into the final product. This approach to
quality was lost with the advent of _____.
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engineering
schools
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craft guilds
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automation
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the Industrial
Revolution
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:
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Ch. 1, p. 5
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Points Received:
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5 of 5
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Comments:
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7.
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Question :
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(TCO 1) Until the
start of the 1980s, most U.S. companies focused on maintaining quality
levels by utilizing which of the following practices?
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Process-improvement
efforts
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Design-quality
reviews
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Mass inspection
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Team-based initiatives
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Ch. 1, p. 8
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Points Received:
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5 of 5
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Comments:
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8.
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Question :
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(TCO 2) Which of
the following is not true?
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Output of services
is generally less tangible compared to a manufactured product.
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Quality is more
easily measured in manufacturing than in service operations.
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The timing of
product manufacturing is more important than on-time service delivery.
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Services are
generally more labor intensive than manufacturing processes.
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Ch. 2, p. 57
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Points Received:
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5 of 5
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Comments:
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9.
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Question :
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(TCO 2) Services
are generally _____ intensive, whereas manufacturing is more _____
intensive.
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labor, equipment
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quality, quantity
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input, output
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profit, cost
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Ch. 2, p. 57
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Points Received:
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5 of 5
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Comments:
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10.
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Question :
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(TCO 2) Services
differ from manufactured goods in which of the following ways?
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Service output is
more easily measured.
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Services tend to
be produced and consumed simultaneously.
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Service output is
generally more tangible.
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Providing service
requires a lower degree of customization than does manufacturing.
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Ch. 2, p. 57
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Points Received:
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5 of 5
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Comments:
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11.
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Question :
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(TCO 2) Systems
thinking can be applied to the analysis of _____.
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manufacturing
processes but not service processes
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service processes
but not manufacturing processes
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both manufacturing
and service processes
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neither
manufacturing processes nor service processes
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Ch. 2, p. 50
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Points Received:
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5 of 5
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Comments:
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12.
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Question :
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(TCO 3) Companies
have utilized the Malcolm Baldrige National Quality Award mostly for the
purpose of _____.
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winning an award
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gaining prestige
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internal
assessment and improvement
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providing good
advertising
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Ch. 3, p. 121
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Points Received:
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5 of 5
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Comments:
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13.
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Question :
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(TCO 5) According
to Garvin’s quality dimensions, which one of the following definitions does
not match the associated dimension?
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Dimension: features
Definition: the bells and whistles of a product
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Dimension:
aesthetics
Definition: how a product looks, feels, smells, and so on
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Dimension:
reliability
Definition: a product’s primary operating characteristics
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Dimension:
conformance
Definition: the degree to which the product meets pre-established standards
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Ch. 5, p. 198
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Points Received:
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5 of 5
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Comments:
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14.
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Question :
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(TCO 5) Which of
the following is not true about the American Customer Satisfaction Index?
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It focuses on
buyer satisfaction associated with consumer nondurable goods.
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It was first
conducted in 1994.
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It is based on a
large, national sample of consumers.
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It is designed to
indicate national trends as well as industry trends.
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Ch. 5, p. 194
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Points Received:
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5 of 5
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Comments:
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15.
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Question :
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(TCO 7) Deming
argued that the performance-appraisal process was detrimental because it
usually fails to account for _____ factors that affect individual
performance.
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system
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personal
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machine
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technology
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Ch. 6, p. 274-278
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Points Received:
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5 of 5
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Comments:
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16.
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Question :
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(TCO 4) Deming
claimed that higher levels of _____ lead to higher levels of _____.
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Automation,
quality
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Quality,
productivity
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Inventory, quality
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Inspection,
quality
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Ch. 3, p. 92
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Points Received:
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5 of 5
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Comments:
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17.
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Question :
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(TCO 4) Which of
the following represents a point of disagreement between Deming and Juran?
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Upper management
requires training and experience in managing for quality.
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Change can be
accomplished within the organization’s existing structure.
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Commitment by top
management is a necessity.
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Employees need to
know who uses their products.
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Ch. 3, pp. 104-105
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Points Received:
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5 of 5
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Comments:
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18.
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Question :
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(TCO 8) The major
difference between quality circles and project teams is which of the
following?
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Quality circles
are subcommittees of problem-solving teams.
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Quality circles
work on pre-chosen problems.
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Quality circles do
not meet regularly.
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Quality circles do
not disband after solving a specific problem.
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Ch. 6, pp. 261-268
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Points Received:
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5 of 5
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Comments:
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1.
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Question :
|
(TCO 4) Deming’s
Profound Knowledge consists of four elements. Answer the following three
parts relating to the psychology element of Deming’s Profound Knowledge.
Your discussion should reflect this element of Deming’s Profound Knowledge
and not psychology in general.
- Discuss why psychology is
important for us to understand. (10 points)
- Discuss how fear plays a
part in this element. (10 points)
- Discuss how pay and
motivation are of interest in this element. (10 points)
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2.
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Question :
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(TCO 1) 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, manufacturing-based.
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