BSOP326 -Total Quality Management - Check Point - Week 2

Question :

(TCO 4) Deming claimed that higher levels of _____ lead to higher levels of _____.

Student Answer:

 automation, quality

 quality, productivity

 inventory, quality

 inspection, quality

Instructor Explanation:

See p. 92

Points Received:

2 of 2

Comments:

 2.

Question :

(TCO 4) Which of the following is the primary reason for Deming's position that slogans should be eliminated?

Student Answer:

 Most problems depend on the system and cannot be controlled by workers.

 Slogans benefit customers more than workers.

 Not all workers can read the slogans.

 Slogans are costly to maintain and periodically update.

Instructor Explanation:

See p. 102

Points Received:

2 of 2

Comments:

 3.

Question :

(TCO 4) Deming was virtually unknown in the United States until the broadcast of a program entitled "If Japan Can ... Why Can't We?" When did this broadcast occur?

Student Answer:

 1960

 1970

 1980

 1990

Instructor Explanation:

See p. 92

Points Received:

2 of 2

Comments:

 4.

Question :

(TCO 4) Two U.S. consultants who worked with Japanese managers during the 1950s to improve the quality of Japanese products were which of the following individuals?

Student Answer:

 Crosby and Deming

 Juran and Crosby

 Crosby and Feigenbaum

 Deming and Juran

Instructor Explanation:

See p. 104

Points Received:

2 of 2

Comments:

 5.

Question :

(TCO 4) Meeting quality goals during operations is which of the processes of Juran's Quality Trilogy?

Student Answer:

 Quality control

 Quality design

 Quality improvement

 Quality planning

Instructor Explanation:

p. 105

Points Received:

2 of 2

Comments:

 6.

Question :

(TCO 3) ISO 9000 recertification is required every _____.

Student Answer:

 3 years

 5 years

 7 years

 9 years

Instructor Explanation:

See pp. 129–131

Points Received:

2 of 2

Comments:

 7.

Question :

(TCO 3) The Malcolm Baldrige National Quality Award was established by which of the following?

Student Answer:

 Several American automobile industry executives

 The American Society for Quality (ASQ)

 An act of Congress

 The Baldrige Consulting Group

Instructor Explanation:

See p. 112

Points Received:

2 of 2

Comments:

 8.

Question :

(TCO 3) The Malcolm Baldrige National Quality Award serves several purposes, except _____.

Student Answer:

 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

 to encourage the use of quantitative analysis to improve quality

Instructor Explanation:

See p. 112

Points Received:

2 of 2

Comments:

 9.

Question :

(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 _____.

Student Answer:

 from quality assurance and strategic quality planning to broad focus on process management

 from a focus on current customers to a focus on current and future customers and markets built on long-term relationships

 from human-resource administration to high-performance work systems

 from intraindustry rivalries to intraindustry alliances

Instructor Explanation:

See p. 119

Points Received:

2 of 2

Comments:

 10.

Question :

(TCO 3) The criteria for the Canadian Awards for Excellence are most similar to which of the following?

Student Answer:

 Deming Prize

 American Society for Quality Control Award

 Malcolm Baldrige National Quality Award

 ISO 9000 certification program

Question :

(TCO 4) Match the following:

Student Answer:

3

   »   3 : fitness for use

2

   »   2 : higher productivity

4

   »   4 : one of Deming's 14 Points

1

   »   1 : part of profound knoweldge

5

   »   5 : a branch of philosophy

Instructor Explanation:

See pp. 99, 104, 106,109 and 110

Points Received:

10 of 10

Comments:

 2.

Question :

(TCO 3) The aligned approach of the Baldrige Award is designed to achieve what results in what three areas?

Student Answer:

The aligned approach of Baldrige Award is designed to achieve in three areas that are; 1. Delivery of ever improving values to customers resulting in improved marketplace success 2. Improvement of overall company performance and capabilities, and 3. Organizational and personal learning (Evans & Lindsay, 2011). References James R. Evans & William M. Lindsay. (2011). Managing for Quality and Performance Excellence. Mason, OH: Cengage Learning.

Instructor Explanation:

See p. 114

Points Received:

5 of 5

Comments:

 3.

Question :

(TCO 4) What are two of Deming's 14 points?

Student Answer:

1. Create and publish to all employees a statement of the aims and purposes of the company or other organization. The management must demonstrate constantly their commitment to this statement. 2. Learn the new philosophy, top management and everybody.

Instructor Explanation:

See p. 93

Points Received:

5 of 5

Comments:

 4.

Question :

(TCO 3) What are two of the five objectives of ISO 9000?

Student Answer:

The two objectives are; 1. To achieve, maintain and seek continuous improvement of product quality in relation to requirements 2. To improve the operations quality in order to meet continually the implied and stated needs of the stakeholders' and customers' (Evans & Lindsay, 2011) References James R. Evans & William M. Lindsay. (2011). Managing for Quality and Performance Excellence. Mason, OH: Cengage Learning.

Instructor Explanation:

See p. 129

Points Received:

5 of 5

Comments:

 5.

Question :

(TCO 3) Briefly explain how there are no losers in the Deming Prize process.

Student Answer:

The application process of the Deming prize has no losers because for the companies that don't qualify, the examination program gets extended up to two times over the period of three years (Evans & William, 2011). References James R. Evans & William M. Lindsay. (2011). Managing for Quality and Performance Excellence. Mason, OH: Cengage Learning.

Instructor Explanation:

See p. 123

Points Received:

5 of 5

Comments:

 6.

Question :

(TCO 4) Deming's Point 3 is: Understand inspection. Briefly explain what Deming means.

Student Answer:

Deming comprehended that the routine inspection leads to the identification of the fault, however no action is taken to remove it. Deming wanted the workers to take responsibility and remove the fault without leaving the problem for other production staff.

Instructor Explanation:

See p. 100

Points Received:

5 of 5

Comments:

 7.

Question :

(TCO 4) Briefly explain Juran's Quality Trilogy.

Student Answer:

Juran prescribes three main quality processes that are known as quality trilogy. These are; Quality Planning - This involves the process of preparations to achieve the goals of quality, Quality Control - The process of meeting the goals of quality during operations, and Quality improvement - The process of breaking-through to new levels of performance (Evans & Lindsay, 2011). References James R. Evans & William M. Lindsay. (2011). Managing for Quality and Performance Excellence. Mason, OH: Cengage Learning.

Instructor Explanation:

See p. 105