Devry BSOP326 final exam

Page 1

Question 1.1. (TCO 1) Which of the following practices were
utilized by most companies to maintain quality levels until the start of the
1980s? (Points : 6)
Team-based
initiatives

Process-improvement efforts
Design-quality
reviews
inspection

Question 2.2. (TCO 1) The lack of which of the following is
a reason why some companies fail at implementing TQM? (Points : 6)
Teamwork
Education and
Training
Long term
commitment
All of the above

Question 3.3. (TCO 2) Which of the following systems do not
have a role to play in assuring quality in a manufacturing firm? (Points : 6)
Sales
Purchasing
Tool
Engineering
None (All answers have a role.)

Question 4.4. (TCO 2) When morale is _____, service
excellence is _________. (Points : 6)
high, high
low, high
low, low
bad, good

Question 5.5. (TCO 3) The purpose of the Malcolm Baldrige
National Quality Award includes which of the following? (Points : 6)
To recognize
the achievements of high-quality companies
To establish
guidelines and criteria for evaluation of quality-improvement efforts
To provide
detailed information on how award-winning enterprises achieved success
All of the above

Question 6.6. (TCO 3) ISO 9000 recertification is required
every _____. (Points : 6)
three years
five years
seven years
nine years

Question 7.7. (TCO 4) _____ considered top management’s
commitment to quality an absolute necessity for TQM. (Points : 6)
Deming
Crosby
Juran
All of the above

Question 8.8. (TCO 4) The primary reason for Deming’s
position that slogans should be eliminated is which of the following? (Points :
6)
They create adversarial
relationships.
Slogans take up
valuable space in the production department.
Slogans are
costly to maintain and periodically update.
Workers don’t
always understand the slogans.

Question 9.9. (TCO 5) Measurable performance levels that
define the quality of customer contact with an organization’s representatives
are known as which of the following? (Points : 6)
Customer
contact
Quality function deployments
Indexed service
standards
Consumer
benefits packages

Question 10.10. (TCO 5) Customers that are highly
profitable, but don’t stay around long are known as __________. (Points : 6)
Song birds
Ne’re do wells
Butterflies
Opportunities

Question 11.11. (TCO 6) Effective organizations share which
of the following approaches to strategic planning? (Points : 6)
Organization-wide participation
in planning
Focus on
near-term goals
Special
emphasis on stock market expectations
Unstructured
systems for strategy development and deployment

Question 12.12. (TCO 6) Leadership for quality is about
continually improving the performance of________. (Points : 6)
people
processes
products
all of the
above

Question 13.13. (TCO 7) The nominal group technique is a
sophisticated form of ________. (Points : 6)
Promoting
teamwork
Encouraging
employee empowerment
Being concerned
about employee motivation
Brainstorming

Question 14.14. (TCO 7) The Institute for Corporate
Competitiveness (ICC) found that _______ to be an important part of
team-building. (Points : 6)
outdoor
activities
games
character building
interdependence

Question 15.15. (TCO 8) Effective team building steps
include which of the following: (Points : 6)
assess
plan
execute
All of the above

Question 16.16. (TCO 8) In firms that implement Six Sigma
efforts, _____ are often targeted as future leaders. (Points : 6)
team members
Black belts
champions
Green belts

Question 17.17. (TCO 9) Which of the following is not part
of a process control system? (Points : 6)
Comparison of
actual results with the standard
A means of
measuring accomplishment
A standard or goal
A backup
process

Question 18.18. (TCO 9) Kaizen is best described by which of
the following terms? (Points : 6)
Concurrent
engineering
Continuous
improvement at all levels
Innovation
Statistical
process control

Question 19.19. (TCO 10) During Final Inspection at a shirt
manufacturer, more than 1,500 shirts were found with incorrect buttons. The manufacturer
sold the shirts at 70 percent of the normal price to a retailer who specializes
in factory seconds. The revenue lost by the manufacturer is considered which of
the following? (Points : 6)
An internal
failure cost
An appraisal
cost
An external failure cost
A prevention cost

Question 20.20. (TCO 10) Which of the following is NOT a
cost of quality? (Points : 6)
internal
failure cost
external
failure cost
appraisal cost
none of the above

Question 21.21. (TCO 11) The Deming cycle was developed to
link the production process to ___________. (Points : 6)
consumer needs
zero defects
statistical
information
organizational goals

Question 22.22. (TCO 11) A bank observes that most customer
complaints come from only a small part of its total customer base. This is an
example of which of the following? (Points : 6)
Clustering
The Pareto principle
Skewing
The central
limit theorem

Question 23.23. (TCO 12) Which of the following constitutes
an approach to reducing sampling error? (Points : 6)
Cross-checking
research designs with knowledgeable analysts
Questioning the
assumption that tomorrow’s and today’s populations are comparable
Taking a larger sample from the
population
Reducing
conditions that contribute to dissimilar population segments

Question 24.24. (TCO 12) Determine the upper control limit
(UCL) and lower control limit (LCL) for an X-Bar chart if six samples of
subgroup size 5 (n=5) were collected, and the mean of the sample averages is
4.7 and mean of the sample ranges is 0.35.
TABLE (Points : 30)
UCL = 4.86905,
LCL = 4.53095
UCL = 4.90195, LCL = 4.49805
UCL = 4.72250,
LCL = 4.14350
UCL = 5.05805,
LCL = 4.34195

Question 25.25. (TCO 12) Determine the upper control limit
(UCL) and lower control limit (LCL) for an R-chart if twenty samples of
subgroup size 3 (n=3) were collected for a variable measurement and the mean of
the sample ranges equals 4.4. (Points : 30)
UCL = 9.3016, LCL = 0.3344
UCL = 1.4696,
LCL = 0.0000
UCL = 11.3256,
LCL = 0.0000
UCL = 8.8176,
LCL = 0.0000

Question 26.26. (TCO 13) The operative measure of quality in
Six Sigma terminology is which of the following? (Points : 6)
Defects per
unit
Defects per thousand units
Defects per ten
thousand opportunities
Defects per
million opportunities

Question 27.27. (TCO 14) St. Luke’s Hospital identified
several phases in its organization’s TQM implementation. This is an example of
_____. (Points : 6)
poor implementation
quality as a
journey
implementation
that is moving too slowly
All of the
above

Page 2Question 1. 1. (TCO 3) Answer the following questions concerning ISO 9000:1. Discuss the implementation/registration process for ISO 9000. (10 points)2. Discuss the recertification process for ISO 9000. (10 points)3. Discuss 3 of the 7 steps an organization must take to ensure its QMS conforms to ISO 9000 requirements. (10 points)(Points : 30) Question 2. 2. (TCO 14) Answer the following questions concerning employee empowerment:Discuss the rationale for employee empowerment. (10 points)Discuss how employee empowerment is achieved in organizations. (10 points)Discuss management’s role in employee empowerment. (10 points)(Points : 30) Question 3. 3. (TCO 4) Answer the following 3 parts relating to the Malcolm Baldrige Award:Discuss the reasons why the Baldridge Award was established. (10 points)Discuss the value to organizations of competing for the Baldrige award (10 points)Discuss 3 of the 7 main categories under the Malcolm Baldrige criteria (10 points)(Points : 30)