QuestionBSOP 588 Managing Quality – DeVry

BSOP 588 Midterm – Version 1 (August Taken 2014)

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1. 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.
2. 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.
3. Question (TCO A) Explain the three core principles of total quality.
4. Question (TCO H) Identify and discuss five differences between service and manufacturing organizations.
5. Question (TCO B) Cite two ways that the accounting function can contribute to the achievement of quality.
6. 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.

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1. 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?
2. Question (TCO H) Identify and discuss the five key dimensions of service quality.
3. 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?
4. Question (TCO E) “Moments of truth” are instances when:
5. Question (TCO F) The ability of an organization to change in order to deal with increasingly hyper-turbulent environments is referred to as:
6. Question (TCO A) The finance function is responsible for:

BSOP 588 Midterm – Version 2 (Taken 2013)

1. (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.
2. (TCO B) Explain each of the following statements as they apply to modern quality management.
3. (TCO A) Explain the three core principles of total quality.
4. (TCO H) Discuss how front-line employees are critical to customer assessment of service quality. Identify the challenges faced by front-line employees.
5. (TCO B)Cite two ways that the accounting function can contribute to the achievement of quality.
6. (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.

BSOP 588 Midterm – Version 3 (Taken 2012)

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1. (TCO A) Contrast the mindset of management under total quality and more traditional management structures with respect to employees, manufacturing, and leadership.
2. (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.
3. (TCO A) Describe the relationship between quality and personal values.
4. (TCO H) Identify and discuss five differences between service and manufacturing organizations.
5. (TCO B) Cite two ways that the accounting function can contribute to the achievement of quality.
6. (TCO C) Compare and contrast the quality philosophies of Deming and Juran.

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1. (TCO G) Discuss the concept of best practices and their effect on quality management success.
2. (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.
3. (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?
4. (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?
5. (TCO F) Characteristics of effective strategic leadership include all of the following EXCEPT:
6. (TCO A) General-purpose financial statements are the product of:

BSOP 588 Final Exam – Version 1 (Taken 2014)

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1. Question: (TCO E) Determining how customers will value your products can be assessed by all of the following EXCEPT:
2. Question: (TCO D) All of the following are stages in developing an improvement plan EXCEPT:
3. Question: (TCO C) Terms such as kanban, single-minute exchange of dies, and visual controls are most closely associated with:
4. Question: (TCO C) Which one of the following would not be a primary step in the poka-yoke process?
5. Question: (TCO B) _____ measures are generally tracked by senior leadership to gauge overall organizational performance.
6. Question: (TCO I) The cost associated with unplanned machine downtime, when operators halt the production line after identifying an unacceptably high rate of defective output, should be classified as:
7. Question: (TCO A) Lean approaches focus on:
8. Question: (TCO B) Robert Kaplan and David Norton developed a balanced scorecard which had four perspectives. Which one of the following is NOT one of them?
9. Question: (TCO D) ISO 9000 requires that all the elements required for a quality system, such as control processes, measuring and test equipment, and other resources needed to achieve the required quality of conformance, be documented in a _____, which serves as a permanent reference for implementing and maintaining the system.
10. Question: (TCO H) Determining the most likely causes of defects occurs during which DMAIC phase?

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