BSOP 588 Week 8 Final Exam (Package)

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BSOP 588 Final Exam - Version 1 (Taken 2014)

Page: 1

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 pokayoke 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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1. Question: (TCO B) Explain why it is difficult to obtain a single, universal definition of

quality. Be specific in your response.
2. Question: (TCO I) Identify three aspects of managing and using performance data so
that it is useful to the organization. Provide an example of each aspect. Be specific in
your response.
3. Question: (TCO G) Discuss how the corporate culture is displayed and its role on
quality management behavior. Please provide multiple examples.
4. Question: (TCO F) What could be the reason(s) for failed quality management
strategies?
5. Question: (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.
6. Question: (TCO C) Some have argued the Six Sigma programs are merely repackaged
versions of older quality improvement programs that originally accompanied TQM
initiatives in the 1980s. Present arguments both support and refute this view. Make sure
you link your discussion with examples of the older quality improvement programs (i.e.
Deming, Juran, and so forth).

BSOP 588 Final Exam - Version 2 (Taken 2012)

1. Question: (TCO E) Suggested reasons why many customer satisfaction efforts fail
include all of the following EXCEPT:
2. Question: (TCO D) The Six-Sigma problem solving approach contains the phases of:
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) Poka-yoke focuses on two aspects:

5. Question: (TCO B) _____ measures are generally tracked by senior leadership to gauge
overall organizational performance.
6. Question: (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:
7. Question: (TCO A) Which of the following is NOT a characteristic of a Six Sigma
project?
8. Question: (TCO B) A set of financial, market, operational, and employee performance
measures for management review and use is an example of:
9. Question: (TCO D) The Baldrige Award criteria, as a tool for self-assessment:
10. Question: (TCO H) Focusing on how to maintain improvements occurs in which
DMAIC phase?
11. Question: (TCO B) Explain why it is difficult to obtain a single, universal definition of
quality. Be specific in your response.
12. Question: (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 cost.
13. Question: (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 cost.
14. Question: (TCO F) Explain in detail why change is necessary in organizations. Describe
the effects that change can have on quality management with respect to employee
commitment and quality levels.
15. Question: (TCO H) Describe the six basic steps required to build the House of Quality.
Describe, in general, where in the House are customer and technical requirements
located. Also explain why it is important that each area of the House is linked with the
others.
16. Question: (TCO H) Describe the six basic steps required to build the House of Quality.
Describe, in general, where in the House are customer and technical requirements
located. Also explain why it is important that each area of the House is linked with the
others.

17. Question: (TCO A) Contrast the mindset of management under total quality and more
traditional management structures with respect to employees, manufacturing, and
leadership.
18. Question: (TCO B) Explain each of the following statements as they apply to modern
quality management.
19. Question: (TCO A) Describe the relationship between quality and personal values.
20. Question: (TCO H) Identify and discuss five differences between service and
manufacturing organizations.
21. Question: (TCO B) Cite two ways that the accounting function can contribute to the
achievement of quality.
22. Question: (TCO C) Compare and contrast the quality philosophies of Deming and Juran.
23. Question: (TCO G) Discuss the concept of best practices and their effect on quality
management success.
24. Question: (TCO G) Discuss the concept of best practices and their effect on quality
management success.
25. 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?
26. Question: (TCO E) According to Kanos 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?
27. Question: (TCO F) Characteristics of effective strategic leadership include all of the
following EXCEPT:
28. Question: (TCO A) General-purpose financial statements are the product of: