BSOP 326 Total Quality Management DeVry

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BSOP 326 All Discussion Questions Week 1 - 7

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BSOP 326 Week 1 DQ 1 What is Total Quality Management
BSOP 326 Week 1 DQ 2 A System Perspective
BSOP 326 Week 2 DQ 1 Dr. Deming s 14 Points
BSOP 326 Week 2 DQ 2 Quality Philosophies, Awards, and St
BSOP 326 Week 3 DQ 1 TQM Leaders
BSOP 326 Week 3 DQ 2 Who is the Customer
BSOP 326 Week 4 DQ 1 TQM & Teams
BSOP 326 Week 4 DQ 2 Employee Involvement
BSOP 326 Week 4 Midterm Solutions
BSOP 326 Week 5 DQ 1 Cost of Quality
BSOP 326 Week 5 DQ 2 Supplier Relationships
BSOP 326 Week 6 DQ 1 Statistical Tools
BSOP 326 Week 6 DQ 2 Inspection & Process Evalutions
BSOP 326 Week 7 DQ 1 Implementing TQM
BSOP 326 Week 7 DQ 2 What is Six Sigma

BSOP 326 Week 4 Midterm + Week 8 Final Exam (Package)

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BSOP 326 Week 4 Midterm Solutions

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1. Question: (TCO 6) An effective leadership system is designed to accomplish all of the
following, except _____. (Points : 5)
2. Question: (TCO 6) The traditional approach to strategy deployment is which of the
following? (Points : 5)
3. Question: (TCO 3) The criteria for the Canadian Awards for Excellence are most similar to
which of the following? (Points : 5)
4. Question: (TCO 3) ISO 9001 provides specific requirements for _____. (Points : 5)
5. Question: (TCO 1) Conformance to specifications applies to which type of quality?
6. Question: (TCO 1) Which of the following was the top priority of U.S. manufacturing in the
time period immediately following World War II?
7. Question: (TCO 1) Which of the following is most appropriate in describing the quality
efforts used in the early 20th century?
8. Question: (TCO 2) In any system, final inspection attempts to perform all of the following
functions, except _____.
9. Question: (TCO 2) Which of the following are considered to be two critical components of
quality systems in service industries?
10. Question: (TCO 2) An increasingly important component in quality for service firms is __.
11. Question: (TCO 2) Systems thinking can be applied to the analysis of _____.
12. Question: (TCO 3) Over the years, the Malcolm Baldrige National Quality Award criteria
have been improved to include all of the following shifts in emphasis, except which of the
following?
13. Question: (TCO 5) Bill designs and maintains the inventory management software that his

coworker John uses when customers call the company to place an order for merchandise. Bill is
John's _____.
14. Question: (TCO 5) Which of the following is not true about the American Customer
Satisfaction Index?
15. Question: (TCO 7) Most companies still use traditional measures, such as _____, as a basis
for compensation, while more progressive organizations use measures such as _____.
16. Question: (TCO 4) Deming claimed that higher levels of ___lead to higher levels of ___.
17. Question: (TCO 4) The Deming philosophy focuses on improvements in product and
service quality by _____.
18. Question: (TCO 8) The major difference between quality circles and project teams is which
of the following?
19. Question: (TCO 4) Deming's Profound Knowledge consists of four elements. Answer the
following three parts relating to the psychology element of Deming's Profound Knowledge. Your
discussion should reflect this element of Deming's Profound Knowledge and not psychology in
general.
1. Discuss why psychology is important for us to understand. (10 points)
2. Discuss how fear plays a part in this element. (10 points)
3. Discuss how pay and motivation are of interest in this element. (10 points)
20. Question: (TCO 1) Explain the difference between quality management practices prio to the
1900 with quality management practices in the 1990's.
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BSOP 326 Week 8 Final Exam Solutions

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Multiple Choice:
Question 1. (TCO 1) Which of the following factors allowed Frederick Taylor's scientific
management philosophy to work well at the turn of the 20th century? (Points : 6) Which of the
following is NOT a purpose of final product inspection? (Points : 6)
Question 2. (TCO 1) Which of the following stakeholders require companies to make long-term
commitments to, in the context of total quality? (Points : 6)
Question 3. (TCO 2) Which of the following practices would NOT be found in a TQM
company? (Points : 6) Question 4. 4. (TCO 2) Which of the following is NOT a purpose of final
product inspection? (Points : 6)
Question 5. (TCO 3) In which of the following categories can companies receive a Malcolm
Baldrige National Quality Award? (Points : 6)
Question 6. (TCO 3) ISO 9000 recertification is required every _____. (Points : 6)
Question 7. (TCO 4) _____ considered top management's commitment to quality an absolute
necessity for TQM. (Points : 6)
Question 8. (TCO 4) The primary reason for Deming's position that slogans should be
eliminated is which of the following? (Points : 6)
Question 9. (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 : 6)
Question 10. (TCO 5) Which of the following relates to the net present value of the customer?
(Points : 6)
Question 11. (TCO 6) A _____ is an approach that integrates an organization's major goals,
policies, and action sequences into a cohesive whole. (Points : 6)
Question 12. (TCO 6) That the leaders develop the ability to inspire their subordinates to exert
extraordinary efforts to achieve organizational goals is suggested by the _____ theory of
leadership: (Points : 6)
Question 13. (TCO 7) Which of the following would not be considered a leading practice in
human resource management? (Points : 6)
Question 14. (TCO 7) GE's "Work-Out" program is an example of _____. (Points : 6)
Question 15. (TCO 8) The key stages of a team's life cycle include which of the following?

(Points : 6)
Question 16. (TCO 8) In firms that implement Six Sigma efforts, _____ are often targeted as
future leaders. (Points
Question 17. (TCO 9) Which of the following is not part of a process control system?(Points: 6)
Question 18. (TCO 9) All the following are reasons for high error rates in manual inspection,
except for _____.
Question 19. (TCO 10) During Final Inspection at a shirt manufacturer, more than 1,500 shirts
were found with incorrect buttons. The manufacturer sold the shirts at 70 percent of the normal
price to a retailer who specializes in factory seconds. The revenue lost by the manufacturer is
considered which of the following? (Points : 6)
Question 20. (TCO 10) The additional labor that is used when a machined part is returned to the
drilling department for rework to correct a quality problem is considered which of the following?
(Points : 6)
Question 21. (TCO 11) The Deming cycle is based on the premise that improvement comes
from which of the following? (Points : 6)
Question 22. (TCO 11) Which of the following was NOT illustrated by the Red Bead
Experiment? (Points : 6)
Question 23. (TCO 12) Which of the following constitutes an approach to reducing sampling
error? (Points : 6)
Question 24. (TCO 12) Determine the upper control limit (UCL) and lower control limit (LCL)
for an X-Bar chart if six samples of subgroup size 6 (n=6) were collected, and the mean of the
sample averages is 4.7 and mean of the sample ranges is 0.35. (Points : 30)
Question 25. (TCO 12) Twenty samples of subgroup size 6 (n=6) were collected for a variable
measurement. Determine the upper control limit (UCL) and lower control limit (LCL) for an Rchart if the mean of the sample ranges equals 4.4. (Points : 30)
Question 26. (TCO 13) Which of the following are the phases of the Six Sigma problem solving
approach? (Points : 6)
Question 27. (TCO 14) Current research suggests leadership will have to change from:(Points: 6)
Explanatory:
1. (TCO 3) Answer the following questions concerning ISO 9000:
Discuss the basic premise behind ISO 9000. (10 points)
Discuss three of the five objectives of ISO 9000. (10 points)
Discuss the three documents that make up ISO 9000. (10 points)
2. (TCO 4) Answer the following three parts relating Peter Scholtes's observations in regard to
the failure to understand Deming's Profound Knowledge, which can result in severe problems.
Discuss what happens when people do not understand variation. (10 points)
Discuss what happens when people do not understand systems. (10 points)
Discuss what happens when people do not understand psychology. (10 points)
3. (TCO 14) Answer the following questions concerning cultural change and the workforce:
Discuss three of the five behaviors that Juran and others suggest are needed to develop quality
cultural change. (10 points)Discuss ownership at the workforce level and why it is
important to the implementation of TQM. (10 points)..Discuss how increased ownership
requires increased sharing of information. (10 points)
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