Question 1. 1. (TCO A) Compare and contrast the evolution of quality and the role it played in the management of U.S. and Japanese business firms

GM588 Midterm, Help!

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Question 1. 1. (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. This answer must be in your own words—significant cut and paste from the text or other sources is not acceptable. (Points : 10)

Question 2. 2. (TCO E) "The customer is always right." Do you agree or disagree with this statement? Support your answer with examples of how quality should be defined and how the Kano model links to customer expectations. This answer must be in your own words—significant cut and paste from the text or other sources is not acceptable. (Points : 10)

Question 3. 3. (TCO D) 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)

Question 4. 4. (TCO C) Compare Deming's Theory of Profound Knowledge and Crosby's Absolutes of Quality Management. Do these theories conflict or complement each other? This answer must be in your own words—significant cut and paste from the text or other sources is not acceptable. (Points : 10)

Question 5. 5. (TCO A) Explain the Wisdom to Tradition model (Week 2 Lecture). How can the Wisdom to Tradition model be used improve the quality culture of an organization? This answer must be in your own words—significant cut and paste from the text or other sources is not acceptable. (Points : 20)

Question 6. 6. (TCO E) Relative to a total customer service strategy (Week 3 Lecture), select one of the four major areas identified and discuss how the area you selected links to the concepts of 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)

Question 7. 7. (TCO B) Explain the concept of the SWEATT model. How do the criteria and the movement points associated with the SWEATT model help leadership drive a culture of quality resulting in continuous quality improvement? This answer must be in your own words—significant cut and paste from the text or other sources is not acceptable. (Points : 20)

Question 8. 8. (TCO C) What can the leadership of an organization do to ensure that quality issues, when they happen, reach the appropriate level of leadership? Link your response to the development of a robust quality strategy and the quality award process. This answer must be in your own words—significant cut and paste from the text or other sources is not acceptable. (Points : 20)