BSOP 588 WEEK 4 MIDTERM EXAM
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BSOP 588 WEEK 4 MIDTERM EXAM
BSOP 588 Week 4 Midterm Exam Help (3 Versions)
Page 1
Question (TCO A) Compare and contrast the evolution of quality
and the role it played in the management of U.S. and Japanese business firms
from the 1950s to the present.
Question (TCO B) Compare and contrast the following definitions
of quality. Definition 1: Quality is the totality of features and
characteristics of a product or service that bears on its ability to satisfy
given needs. Definition 2: Quality is meeting or exceeding customer
expectations.
Question (TCO A) Explain the three core principles of total
quality.
Question (TCO H) Identify and discuss five differences between
service and manufacturing organizations.
Question (TCO B) Cite two ways that the accounting function can
contribute to the achievement of quality.
Question (TCO C) Deming states that knowledge is not possible
without theory, and experience alone does not establish a theory. Explain this
statement as it applies to management decision making.
Page 2
Question (TCO G) Cite three ways that middle management can
impede an organization’s transition towards a total quality environment. Why is
it important that middle management be supportive of a total quality
initiative?
Question (TCO H) Identify and discuss the five key dimensions of
service quality.
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?
Question (TCO E) “Moments of truth” are instances when:
Question (TCO F) The ability of an organization to change in
order to deal with increasingly hyper-turbulent environments is referred to as:
Question (TCO A) The finance function is responsible for:
(TCO A) 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, and manufacturing-based.
(TCO B) Explain each of the following statements as they apply
to modern quality management.
(TCO A) Explain the three core principles of total quality.
(TCO H) Discuss how front-line employees are critical to
customer assessment of service quality. Identify the challenges faced by
front-line employees.
(TCO B) Cite two ways that the accounting function can
contribute to the achievement of quality.
(TCO C) Deming states that knowledge is not possible without
theory, and experience alone does not establish a theory. Explain this
statement as it applies to management decision making.
(TCO A) Contrast the mindset of management under total quality
and more traditional management structures with respect to employees,
manufacturing, and leadership.
(TCO B) Explain each of the following statements as they apply
to modern quality management. a. Customer service is the rule, not the
exception. b. The absence of defects is a given rather than a source of
competitive advantage.
(TCO A) Describe the relationship between quality and personal
values.
(TCO H) Identify and discuss five differences between service
and manufacturing organizations.
(TCO B) Cite two ways that the accounting function can
contribute to the achievement of quality.
(TCO C) Compare and contrast the quality philosophies of Deming
and Juran.
Page 2
(TCO G) Discuss the concept of best practices and their effect
on quality management success.
(TCO H) Identify and discuss the five key dimensions of service
quality. Given an example of a service and describe how a customer may define
quality along each of these dimensions.
(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?
(TCO E) According to Kano’s 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?
(TCO F) Characteristics of effective strategic leadership
include all of the following EXCEPT:
(TCO A) General-purpose financial statements are the product of:
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