DeVry GSCM 326 Midterm Exam (Updated)

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1. (TCO 6) Effective implementation of a strategy is achieved through action plans. This is

called (Points : 5)
proactive implementation.
installation.
deployment.
strategic implementation.

Question 2.2. (TCO 6) The _____ organization is the most prevalent type of structure for
medium-sized to large firms. (Points : 5)
line
line and staff
staff
matrix

Question 3.3. (TCO 3) Of the four levels of awards given in Australia, the _____ recipients will
demonstrate approach and deployment that are well defined, planned, subject to review, and
show evidence of improvement over time. (Points : 5)

Foundation in Business Excellence Level

Bronze Award Level
Silver Award Level
Gold Award Level

Question 4.4. (TCO 3) In the context of the criteria for performance excellence, the aim of
strategy development is to (Points : 5)
ensure that strategies are successfully deployed for goal achievement.
guide the organizations process management toward the achievement of key organizational
results and strategic objectives.
foster high performance, address core competencies, and help accomplish action plans and
ensure organizational sustainability.
strengthen overall performance, competitiveness, and future success.

Question 5.5. (TCO 1) The quality assurance function helps to achieve quality by (Points : 5)
ensuring that the firm provides adequate training to its salespeople so that they can appropriately
answer all customer queries.
ensuring that the firm complies with laws and regulations regarding such things as product
labeling, packaging, safety, and transportation.
providing special statistical studies and analyses to the manufacturing or business support
functions.
authorizing sufficient budgeting for equipment, training, and other means of assuring quality.

Question 6.6. (TCO 1) In the 1940s and 50s, _____ was the top priority. (Points : 5)

just-in-time manufacturing
quality
production
continuous improvement

Question 7.7. (TCO 1) _____ is credited with developing control charts. (Points : 5)
W. Edwards Deming
Eli Whitney
Frederick W. Taylor
Walter Shewhart

Question 8.8. (TCO 2) The purpose of Demings _____ experiment is to show that people can
and do affect the outcomes of many processes and create unwanted variation by tampering with
the process or indiscriminately trying to remove common causes of variation. (Points : 5)
red beads
hidden factory
quincunx
funnel

Question 9.9. (TCO 2) According to Peter Scholtes, a noted consultant, when people dont
understand variation, (Points : 5)
they are more likely to distinguish between fact and opinion.
dont understand past performance so they cant predict future performance.

they know when expectations are realistic.

they dont see events as individual incidents.

Question 10.10. (TCO 1) Conditions that facilitate high-quality service employees include which
of the following? (Points : 5)
Reward systems that recognize cost-cutting behaviors
Reward systems that recognize customer focused behaviors
Specialized job assignments, such as greeting customers
Work environments that isolate employees from customers

1. (TCO 2) Conditions that facilitate high-quality service employees include which of the
following? (Points : 5)
Only applies to processes
Also applies to managing people
Isnt important in a TQM organization
Is a controversial topic among quality-management professionals

Question 2.2. (TCO 3) In the Baldrige assessment, _____ refers to the methods a company uses
to achieve the processes addressed in each category. (Points : 5)
strategy
approach
results
deployment

Question 3.3. (TCO 5) The _____ dimension of the quality, as suggested by David A. Garvin,
refers to how a product looks, feels, sounds, tastes, or smells. (Points : 5)
aesthetics
reliability
assurance
serviceability

Question 4.4. (TCO 5) Which of the following is most likely to be true of customer-focused
organizations? (Points : 5)
They make sincere commitment to customers.
They do not encourage customer complaints, because it will affect their brands images.
They are less keen on engaging in face-to-face conversations with the customers.
They do not provide explicit guarantees and warranties to the customers.

Question 5.5. (TCO 7) Strategic human resource management differs from traditional HR
practices in that strategic human resource management (Points : 5)
views people as exploitable resources.
focuses on mid-to long-term, current, and future needs.
relies on proven approaches.
responds only to stated needs for system development.

Question 6.6. (TCO 4) Which of the following is true regarding inspection under the Deming
philosophy? (Points : 5)
Inspection can be used to assure quality.
Inspection encourages quality production.
Inspection adds value to the product.
Reducing variation can eliminate many sources of unnecessary inspection.

Question 7.7. (TCO 4) Why did Deming say slogans, posters, and motivation programs are
directed at the wrong people? (Points : 5)
Because workers dont read the posters or slogans.
Because keeping posters updated is too expensive.
Because the major sources of problems are the systems management has designed.
None of the above

Question 8.8. (TCO 8) In a teams life cycle, the stage of _____ takes place when the issues of
the previous stage have been worked out and team members agree on roles, ground rules, and
acceptable behavior when doing the work of the team. (Points : 5)
performing
norming
storming
forming

10. (TCO 1) Discuss the evolution of TQM from product quality to total quality management.
Your response should be at least 100 words in length. (Points : 30)

9. (TCO 4) Demings profound knowledge consists of four elements. Answer the following three
parts relating to the variation element of Demings profound knowledge. Your discussion should
relate to this element of Demings profound knowledge and not to variation in general.
1. Describe how a quincunx can be used to explain variation. (10 points)
2. Why is understanding variation important, and what do we need to do about it? (10 points)
3. What tools do we need to use to understand variation, and why is using these tools important
to our decision-making process? (10 points)

DeVry GSCM 326 Midterm Exam (Updated)

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