Managing Quality

1.    (TCO A)  Who is in the best position to define quality for a product or service? Is it the customer, the producing organization, regulators? Of the three stakeholders listed, who has the most input in how quality is defined for a product or service? This answer must be in your own words—significant cut and paste from the text or other sources is not acceptable. (Points : 10)

2.      (TCO E) Explain the concept of delegated quality. How might the achievement of a quality award or ISO certification reduce the risk associated with delegated quality? This answer must be in your own words—significant cut and paste from the text or other sources is not acceptable.

3.      (TCO A) Explain the value of using a quality award to drive quality improvement efforts at an organization or a supplier. Why do you think quality awards are not more well-known? How might organizations use quality awards to improve customer perception of quality? This answer must be in your own words—significant cut and paste from the text or other sources is not acceptable. (Points : 10)

4.      (TCO C) Explain Deming’s Theory of Profound Knowledge. What do you think about Deming’s view that experience without education has very little value? Support your point of view with a link to the Wisdom to Tradition model (Week 2 Lecture). This answer must be in your own words—significant cut and paste from the text or other sources is not acceptable. (Points : 10)

5.      (TCO B) Briefly explain the value of a leader developing a set of expectations for quality leaders (Week 2 Lecture). Given the 10 rules for quality leaders discussed in the Week 2 Lecture, explain how two of the rules could be used to improve supplier quality. This answer must be in your own words—significant cut and paste from the text or other sources is not acceptable. (Points : 20)

6.      (TCO E) Relative to the statement “each customer has value, but not all customers’ value are equal; businesses must rank customers with respect to their value and treat customers accordingly” (Week 3 Lecture), do you agree or disagree with this statement? Make sure to explain the logic behind your answer. How does your answer link to how quality is defined for different segments of customers? This answer must be in your own words—significant cut and paste from the text or other sources is not acceptable. (Points : 20)

7.      (TCO B) Explain the concept of the voice of the customer (VOC). Why would a clear VOC process be important in the supplier to receiving organization relationship? Support your answer with links to the Kano model. This answer must be in your own words—significant cut and paste from the text or other sources is not acceptable.  (Points : 20)

8.      (TCO C) Discuss the barriers to change in driving quality initiatives. This answer must be in your own words—significant cut and paste from the text or other sources is not acceptable. (Points : 20)