MGMT588 Final Exam Complete Solution v1 Complete Solution Answers

MGMT588 Final Exam v.1 A++ Graded Answers 1. Question : (TCO E) Suggested reasons why many customer satisfaction efforts fail include all of the following EXCEPT: using poor satisfaction measurement schemes failing to weight quality dimensions equally confusing loyalty with satisfaction failing to identify appropriate quality dimensions 2. Question : (TCO D) The Six-Sigma problem solving approach contains the phases of: define, measure, analyze, improve, and control. detect, measure, analyze, implement, and control. define, monitor, analyze, improve, and confirm. define, monitor, analyze, implement, and control. 3. Question : (TCO C) Terms such as “kanban”, “single minute exchange of dies”, and “visual controls” are most closely associated with: lean production. DMAIC methodology. Six Sigma projects. re-engineering efforts. 4. Question : (TCO C) Poka-yoke focuses on two aspects: design and control. prediction and detection. production and delivery. machine errors and human errors. 5. Question : (TCO B) _____ measures are generally tracked by senior leadership to gauge overall organizational performance. Financial Customer Product Service 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: a prevention cost. an appraisal cost. an internal quality cost. an external quality cost. 7. Question : (TCO A) Which of the following is NOT a characteristic of a Six Sigma project? A problem to be solved. A process in which the problem exists. A customer-panel to assess incremental improvements at different stages of the implementation. One or more measures that quantify the gap to be closed and can be used to monitor progress. 8. Question : (TCO B) A set of financial, market, operational, and employee performance measures for management review and use is an example of: an enterprise resource plan. an interlinking model. a data mine. a balanced scorecard. 9. Question : (TCO D) The Baldrige Award criteria, as a tool for self-assessment: can be useful for firms never intending to apply for the award. is most useful to firms intending to apply for the award. is of little value if the firm has already applied for the award. is of little value if the firm has already won the award. 10. Question : (TCO H) Focusing on how to maintain improvements occurs in which DMAIC phase? Measure Analyze Improve Control 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) 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. 3. Question : (TCO G) Discuss the three major reasons why companies adopt total quality. Also, discuss the initial key steps are involved in the adoption process. 4. 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. 5. 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. 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 that both support and refute this view. Make sure you link your discussion with examples of the older quality improvement programs (i.e. Deming, Juran, etc)

MGMT588 Final Exam Complete Solution Answers

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