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Hourly workers lacked education. Unionization of workers did not exist. Hand labor was dominant in manufacturing. Production quality was of greater concern than production quantity. |
Customers Employees Suppliers All of the above |
Selecting a supplier based entirely on who bids the lowest price on a supply contract Training suppliers in quality improvement methodology Retaining suppliers that meet expectations for superior quality Requiring suppliers to provide proof of capable processes |
To allow other workers to concentrate on output quantity rather than quality To discover and help resolve production problems To judge the quality of the manufacturing |
Small business Manufacturing Service All of the above |
three years five years seven years nine years |
Deming Crosby Juran |
Most problems are a result of the system and cannot be eliminated without redesigning the system. Slogans are costly to maintain and periodically update. Workers don’t always understand the slogans. |
Customer contact requirements Quality function deployments Indexed service standards Consumer benefits packages |
The cost to keep the customer minus the cost to replace the customer The profit gained from the customer minus the cost to keep the customer The total profits gained from the customer discounted over time The revenue gained from the customer after deducting rebates |
tactic program mission strategy |
attributional transactional substitutes for leadership emotional intelligence |
Promoting teamwork Encouraging employee empowerment Being concerned about employee motivation Focusing on cost control |
team-based training 360 feedback performance appraisal employee involvement |
Forming Storming Adjourning All of the above |
team members Black belts champions Green belts |
Comparison of actual results with the standard A means of measuring accomplishment A standard or goal A backup process |
high product complexity high worker turnover high defect rate high inspection rate |
An internal failure cost An external failure cost A prevention cost |
A prevention cost An appraisal cost An external failure cost |
The application of knowledge Automation Clearly defined numerical performance goals |
Management is responsible for the system. All the variation in the production of red beads came entirely from the process itself. Special cause variation can be predicted. Numerical goals are often meaningless. |
Cross-checking research designs with knowledgeable analysts Questioning the assumption that tomorrow’s and today’s populations are comparable Taking a larger sample from the population |
UCL = 4.86905, LCL = 4.53095 UCL = 4.90195, LCL = 4.49805 UCL = 4.72250, LCL = 4.14350 UCL = 5.05805, LCL = 4.34195 |
UCL = 9.3016, LCL = 0.3344 UCL = 1.4696, LCL = 0.0000 UCL = 11.3256, LCL = 0.0000 UCL = 8.8176, LCL = 0.0000 |
Define, Monitor, Analyze, Improve, Confirm Define, Monitor, Analyze, Invest, Control Define, Measure, Analyze, Improve, Control Define, Measure, Analyze, Invest, Control |
Process to position Focus throughout the organization to a focus at the top Power resulting from position to power resulting from knowledge Feeling and emotional to logical and rational |
- (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)
- (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)
- (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)
