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DeVry BSOP 588 Final Exam

Click on the link below for the solution:
1.(TCO E) Which of the following is NOT TRUE about the American Customer
Satisfaction Index?(Points : 5)
It focuses on buyer satisfaction associated with consumer non-durable goods.
It was first conducted in 1994.
It is based on a large national sample of consumers.
It is designed to indicate national trends as well as industry trends.
Question 2.2.(TCO D) The Six-Sigma problem solving approach contains the
phases of:(Points : 5)
define, measure, analyze, improve, and control.
detect, measure, analyze, implement, and control.
define, monitor, analyze, improve, and confirm.
define, monitor, analyze, implement, and control.
Question 3.3.(TCO C) Lean production
refers to approaches that originated at:(Points : 5)

Question 4.4.(TCO C) Poka-yoke is:(Points : 5)

an approach for mistake-proofing processes.
a Japanese organizational hierarchy.
an error-detection machine used in engineering industries.
a computer program used in streamlining processes.
Question 5.5.(TCO B) Marketplace performance indicators could include all of the
following EXCEPT:(Points : 5)
measures of business growth.
new product and geographic markets entered.
percentage of new product sales as appropriate.
customer surveys on product and service performance.
Question 6.6.(TCO I) The cost of purchasing copies of a textbook on quality for
employees as part of their training program in process improvement methods is
considered:(Points : 5)
a prevention cost.
an appraisal cost.
an internal quality cost.
an external quality cost.
Question 7.7.(TCO A) _____ focuses on the elimination of waste in all forms,
including defects requiring rework, unnecessary processing steps, unnecessary
movement of materials or people, waiting time, excess inventory, and
overproduction.(Points : 5)
Lean approach
Six Sigma
Deming Quality Circles

Question 8.8.(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?(Points : 5)
Innovation and Learning
Question 9.9.(TCO D) Formation of a quality policy is:(Points : 5)

Question 10.10.(TCO H) Which phase is the idea-gathering phase of

DMAIC?(Points : 5)

1.(TCO B) Identify two key components of service system quality. Explain why these
components are particularly important to service system quality (when compared to
manufacturing system quality).(Points : 30)

2.(TCO I) What criterion is used to classify a failure cost as internal versus external?
Give three examples of an internal failure cost and three examples of an external failure

3.(TCO G) Discuss how the corporate culture is displayed and its role on quality
management behavior. Please provide multiple examples.(Points : 30)

4.(TCO F) Explain the importance of a mission statement with respect to Quality

Management.(Points : 30)

5.(TCO H) Explain the process of design failure mode and effects analysis and describe
how it could be applied to the cashier checkout stand at a supermarket. Make sure you
provide at least three examples.(Points : 40)

6.(TCO C) Some people assert that Six Sigma quality levels represent overkill in most
industry situations. Counter this assertion with industry examples where less than six
sigma level quality would significantly impact industry performance and perhaps social
welfare at large.(Points : 40)

DeVry BSOP 588 Final Exam

Click on the link below for the solution: