2 Midterms

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Question 1.1. (TCO 6) The goals of leadership for quality include improving: (Points : 5)

people processes products all of the above

Question 2.2. (TCO 6) Which of the following is an important step in executing a strategy? (Points : 5)

Communicate Build Capabilities Identify advocates and resisters All of the above

Question 3.3. (TCO 3) The framework for company-wide quality control (CWQC) in Japan is provided by _____. (Points : 5)

the Shewhart Award the Grant Award the Deming Prize the Baldrige Award

Question 4.4. (TCO 3) ISO 9001 provides specific requirements for _____. (Points : 5)

terms and definitions used a quality management system improving quality outgoing quality levels

Question 5.5. (TCO 1) Which of the following is a criticism of the product-based definition of quality? (Points : 5)

Quality is often mistakenly assumed to be related to price. Not all products are fit for use. Consumers frequently confuse products with services. Product-based quality cannot be defined precisely; you just know it when you see it.

Question 6.6. (TCO 1) During the Middle Ages, quality was built into the final product. This approach to quality was lost with the advent of _____. (Points : 5)

engineering schools craft guilds automation the Industrial Revolution

Question 7.7. (TCO 1) _____ is credited with developing control charts. (Points : 5)

Eli Whitney Frederick W. Taylor Walter Shewhart W. Edwards Deming

Question 8.8. (TCO 2) Which of the following organizations does not have a role to play in assuring quality in a manufacturing firm? (Points : 5)

Sales Purchasing Product design None of the above

Question 9.9. (TCO 2) Services are generally _____ intensive, whereas manufacturing is more _____ intensive. (Points : 5)

labor, equipment quality, quantity input, output profit, cost

Question 10.10. (TCO 2) A key element of total quality is: (Points : 5)

obsession with quality worker healthcare legal services inventory management

Question 11.11. (TCO 2) Systems thinking can be applied to the analysis of _____. (Points : 5)

manufacturing processes but not service processes service processes but not manufacturing processes any organizations neither manufacturing processes nor service processes

Question 12.12. (TCO 3) Companies have found that the real value of the Malcolm Baldrige Award is in the ______. (Points : 5)

winning an award gaining prestige preparation providing good advertising

Question 13.13. (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 _____. (Points : 5)

internal customer external customer internal supplier external supplier

Question 14.14. (TCO 5) Moments of truth are instances when which of the following occurs? (Points : 5)

Checking the Validity of your conclusions Speculating about the results Analyze the results A new competitor enters the market with higher quality.

Question 15.15. (TCO 7) Which of the following is not considered a hard measure of the effectiveness of human-resource management? (Points : 5)

Fear Loss of control Both of the above None of the above

Question 16.16. (TCO 4) The need to remove barriers to pride in workmanship is associated with which of the following individuals? (Points : 5)

Crosby Juran Deming Taguchi

Question 17.17. (TCO 4) Which of the following represents a point of disagreement between Deming and Juran? (Points : 5)

Upper management requires training and experience in managing for quality. Change can be accomplished within the organization's existing structure. Commitment by top management is a necessity. Employees need to know who uses their products.

Question 18.18. (TCO 8) A distinguishing feature of quality circles is that (Points : 5)

Quality circles are subcommittees of problem-solving teams. Quality circles work on pre-chosen problems. Quality circles do not meet regularly. are voluntary

Essay Questions:

1. (TCO 4) Explain the term “cost of poor quality”. (Points : 30)

2. (TCO 1) Explain the advantages to an organization of adopting ISO 9000 International Standards for Quality Management Systems. (Points : 30)