Posted: March 1st, 2023

Devry BSOP326 midterm exam

Page 1
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 Deming Prize was established in which of the following countries? (Points :
5)
Japan
Germany
The United States
Sweden
Question 4.4. (TCO 3)
ISO 9000 recertification is required every _____. (Points : 5)
3 years
5 years
7 years
9 years
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)
The creation of separate quality departments in the early 1900s caused _____.
(Points : 5)
ambiguity concerning who was responsible
for quality
upper management to be more
knowledgeable about quality
no effect on the quality of the products
that the customer received
production efficiency to decline
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)
Which of the following are considered to be two critical components of quality
systems in service industries? (Points : 5)
Information systems and technical
standards
Employees and information systems
Production equipment and employees
Employees and inspection processes
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) Which of the following is NOT generally true about service organizations?
(Points : 5)
Customers often are involved in the
service process.
Services are capital intensive.
Services cannot be stored, inventoried,
or inspected prior to delivery.
Services are produced and consumed
simultaneously.
Question 12.12. (TCO
3) The categories of criteria for the Baldrige Award include all of the
following except (Points : 5)
Leadership
Strategic Planning
Customer Focus
Process Focus
Question 13.13. (TCO
5) Crosby’s “quality vaccine” consists of _____. (Points : 5)
Reliability, Education, and
Implementation
Determination, Education and
Implementation
Determination, Competence, and
Implementation
None of the above
Question 14.14. (TCO
5) Which of the following is not true about the American Customer Satisfaction
Index? (Points : 5)
It is too ambiguous to be measured
It can be improved by knowing a customer’s
operations
It can be improved by determining what
attributes of a product or service are important to your customer
Resources must be applied where they
will do the most to improve it
Question 15.15. (TCO
7) The third of Deming’s deadly diseases had to do with: (Points : 5)
personal review systems
costs
inspection
transformation
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) The Deming philosophy focuses on improvements in product and service quality
by _____. (Points : 5)
inspecting 100 percent of output
reducing variation
reducing customer complaints
separating the planning and execution
functions
Question 18.18. (TCO
8) A team that that is usually cross functional (Points : 5)
management team
natural work team
quality circle
process improvement team
Page 2
Question 1. 1. (TCO
4) Compare and contrast Deming’s
approach to Juran’s approach to quality improvement. (Points : 30)

Question 2. 2. (TCO
1) Explain the difference between quality management practices prio to the 1900
with quality management practices in the 1990’s. (Points : 30)

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