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Week 8 : Final Review 1. (TCO 14) Which of the following approaches has NOT been found as useful as the others when selling the TQM concept to an
Week 8 : Final Review 1. (TCO 14) Which of the following approaches has NOT been found as useful as the others when selling the TQM concept to an organization? (Points : 5) a. Focusing on an early win b. Making arguments as qualitative as possible c. Aligning objectives with those of senior management b and c2. (TCO 14) Perhaps the most significant cause of failure in implementing TQM is a lack of alignment _________.(Points : 5) In leadership Between components of the organizational system Of analysis techniques With employee training3. (TCO 14) An example of managerial decisions that would typically signal a cultural change toward TQM: (Points : 5) Sharing the company’s financial records with employees Granting performance-based stock options to senior management Removing all parking spaces reserved for executives a and c 4. (TCO 13) Six Sigma represents a quality level of _________. (Points : 5) 1.5 defects per million opportunities 2.0 defects per million opportunities 3.4 defects per million opportunities 4.5 defects per million opportunities5. (TCO 4) Top management’s commitment to quality is considered an absolute necessity by _________. (Points : 5) Deming Crosby Juran All of the above6. (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 culture. Commitment by top management is a necessity. Employees need to know who uses their products.7. (TCO 4) The quality definition of “fitness for use” is associated with which of the following individuals? (Points : 5) Shewhart Deming Crosby Juran8. (TCO 3) Which of the following has been identified as a purpose of the Malcolm Baldrige National Quality Award? (Points : 5) To recognize the achievements of high-quality companies To establish guidelines and criteria for evaluation of quality-improvement efforts To provide detailed information on how award-winning enterprises achieved success All of the above9. (TCO 3) ISO 9000:2000 defines a _________ -based approach to quality management systems. (Points : 5) Customer Statistics Process Product10. (TCO 5) Measurable performance levels that define the quality of customer contact with an organization’s representatives are known as which of the following?(Points : 5) Customer contact requirements Quality function deployments Indexed service standards Consumer benefits packages11. (TCO 5) The net present value of the customer relates to which of the following?(Points : 5) The cost to keep the customer minus the cost to replace the customer The profit gained from the customer minus the cost to keep the customer The total profits gained from the customer discounted over time The revenue gained from the customer after deducting rebates12. (TCO 5) The ability of employees to convey trust and confidence to a customer illustrates which of the following the service-quality dimensions? (Points : 5) Reliability Assurance Responsiveness Empathy13. (TCO 6) An approach that integrates an organization’s major goals, policies, and action sequences into a cohesive whole is referred to as which of the following?(Points : 5) Tactic Program Mission Strategy14. (TCO 6) The _____ theory of leadership suggests that the leaders develop the ability to inspire their subordinates to exert extraordinary efforts to achieve organizational goals. (Points : 5) Attributional Transactional Substitutes for leadership Emotional intelligence 15. (TCO 6) The Japanese introduced a strategy deployment process known as which of the following? (Points : 5) JUSE alignment Hoshin planning Muri planning Jidoka planning16. (TCO 7) Deming believed that worker motivation is best accomplished by which of the following?(Points : 5) Neither internal motivation nor incentives and bonuses Internal motivation rather than incentives and bonuses Incentives and bonuses rather than internal motivation Incentives but not bonuses17. (TCO 7) GE’s “Work-Out” program is an example of _________. (Points : 5) Team-based training 360 feedback Performance appraisal Employee involvement18. (TCO 7) The concept of _________ involves increasing a worker’s level of responsibility so as to provide the worker the opportunity to use a wider range of skills and capabilities. (Points : 5) Job security Job enlargement Job rotation Job enrichment1. (TCO 8) Research has demonstrated that the most important lesson learned by Six Sigma project teams is to (Points : 5) Determine who the stakeholders are for the project and ask them for their input Define the strategic process integration necessary for project success Develop a clear vision for the project Align the project with organizational capabilities2. (TCO 8) In firms that implement Six Sigma efforts, _______ are often targeted as future leaders. (Points : 5) Team members Black belts Champions Green belts3. (TCO 9) Any process control system does not contain which of the following?(Points : 5) A backup process Comparison of actual results with the standard A means of measuring accomplishment A standard or goal4. (TCO 9) Which of the following is not one of the reasons for high error rates in manual inspection? (Points : 5) High product complexity high worker turnover High defect rate High inspection rate5. (TCO 9) ____________ is the process of designing a product for efficient production at the highest level of quality: (Points : 5) Process improvement Design-for-manufacturability Design-for-environment Kaizen6. (TCO 10) “Number of customers gained and lost during the quarter” is an example of which of the following measures? (Points : 5) Product and service measure Human-resource measure Customer-focused measure Financial and market measure7. (TCO 10) Balancing quality costs against expected revenue gains is known as which of the following? (Points : 5) Return on quality Breakeven analysis Economic value added The rule of tradeoffs8. (TCO 10) Management is considering purchasing copies of a textbook on quality for employees as part of their training program in process improvement methods. The cost of purchasing these books is considered a(n) __________. (Points : 5) Prevention cost Appraisal cost Internal failure cost External failure cost9. (TCO 12) A run chart is a line graph in which the vertical axis represents the _____ and the horizontal axis defines the _____. (Points : 5) Time scale, measurement Cause, effect cause, time scale Measurement, time scale10. (TCO 12) Everything else remaining constant, when the sample size _______, sampling error decreases. (Points : 5) Increases Decreases Stays constant None of the above11. (TCO 11) Statistical thinking is a philosophy of learning and action based on all of the following principles except which one? (Points : 5) All work occurs in a system of interconnected processes. Variation exists in all processes. All variation can be traced to human error. Understanding and reducing variation are keys to success.12. (TCO 11) A bank observes that most customer complaints come from only a small part of its total customer base. This is an example of which of the following? (Points : 5) Clustering The Pareto principle Skewing The central limit theorem13. (TCO 11) Another name for an Ishikawa diagram is? (Points : 5) Control chart Fishbone diagram Scatter diagram Quality chart14. (TCO 1) Which of the following is most appropriate in describing the quality efforts undertaken with the Frederick Taylor management philosophy? (Points : 5) Online statistical process control Extensive use of quality circles Widespread use of inspection All of the above15. (TCO 1) In the context of total quality, companies are encouraged to make long-term commitments to which of the following stakeholders? (Points : 5) Employees Customers Suppliers All of the above16. (TCO 1) Which of the following cannot be considered a foundation principle of TQM? (Points : 5) Customer focus Continuous improvement and learning Tight managerial control Participation and learning17. (TCO 2) Which are considered 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 processes18. (TCO 2) Which of the following best describes the role of a quality assurance department in a TQM organization? (Points : 5) Provide guidance and support for total-quality efforts Perform incoming and outgoing inspections Direct responsibility for outgoing quality Replace defective outputEssays 1. (TCO 12) Determine the sample standard deviation (s) and Range (R) for the following data: 8, 2, 3, 0, 1, and 5. (Points : 10) s = 2.805; R = 7 s = 3.266; R = 8 s = 2.927; R = 8 s = 3.578; R = 9 2. (TCO 12) Six samples of subgroup size 6 (n=6) were collected. Determine the upper control limit (UCL) and lower control limit (LCL) for an X-Bar chart if the mean of the sample Averages is 4.7 and mean of the sample Ranges is 0.35. Determine the upper control limit (UCL) and lower control limit (LCL) for an X-Bar chart.(Points : 10) UCL = 4.86905, LCL = 4.53095 UCL = 4.90195, LCL = 4.49805 UCL = 4.72250, LCL = 4.14350 UCL = 5.05805, LCL = 4.34195 3. (TCO 12) Twenty samples of subgroup size 3 (n=3) were collected for a variable measurement. Determine the upper control limit (UCL) and lower control limit (LCL) for an R-chart if the mean of the sample ranges equals 4.4. (Points : 10) UCL = 9.3016, LCL = 0.3344 UCL = 1.4696, LCL = 0.0000 UCL = 11.3256, LCL = 0.0000 UCL = 8.8176, LCL = 0.0000 4. (TCO 4) Failure to understand Deming’s Profound Knowledge can result in some severe problems. Answer the following three parts relating Peter Scholtes's observations relating to the failure to understand Deming’s Profound Knowledge. 1. Discuss what happens when people do not understand variation. (10 points)2. Discuss what happens when people do not understand systems. (10 points)3. Discuss what happens when people do not understand psychology. (10 points)(Points : 30) 5. (TCO 3) Answer the following questions concerning ISO 9000: 1. Discuss the implementation/registration process for ISO 9000. (10 points)2. Discuss the recertification process for ISO 9000. (10 points)3. Discuss the types of benefits that companies have realized from implementing ISO 9000. (10 points)(Points : 30) 6. (TCO 14) Answer the following questions concerning “middle management” and their role in implementing TQM: 1. Discuss what “generally approved management principles” (GAMP) are. (10 points)2. Discuss why Sayles believes that GAMP is no longer applicable. (10 points)3. Discuss why middle managers are often obstacles to implementing TQM. (10 points)(Points : 30)
