BSOP 588 Midterm Exam 100% Correct Answers
- 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.
- 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:
