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3. (TCO D) The Malcolm Baldrige National Quality Award was named after: (Points : 5)

a famous quality consultant.
a former senator.
a former secretary of commerce.
Fortune 500 CEO.

 

Question 4. 4. (TCO E) “Moments of truth” are instances when: (Points : 5)

new products are launched.
a firm is audited.
a customer comes into contact with an employee.
a new competitor enters the market with higher quality.

 

Question 5. 5. (TCO F) Characteristics of effective strategic leadership include all of the following EXCEPT: (Points : 5)

serving as both leaders and team members.
demonstrating the importance of integrity through actions rather than simply articulating it.
thinking in terms of processes rather than outcomes.
viewing employees as resources.

 

Question 6. 6. (TCO A) The finance function is responsible for: (Points : 5)

obtaining funds.
controlling the use of funds.
analyzing investment opportunities.
cost control policies.
All of the above.

 

1) (TCO A) Discuss how a fast-food restaurant could measure its quality effectiveness using each of the following definitions of quality: product-based, user-based, value-based, and manufacturing-based. (Points : 10)

 

2) (TCO B) Explain the key management and organizational principles that are necessary for effective implementation of Six Sigma (Points : 10)

 

 

3) (TCO A) Explain the three core principles of total quality. (Points : 10)

 

 

4) (TCO H) Identify and discuss five differences between service and manufacturing organizations. (Points : 10)

 

 

 

5) (TCO C) Compare and contrast the quality philosophies of Deming and Juran. (Points : 20)

 

6) (TCO H) Cite three types of quality problems in health care. Recommend three ways to improve health care delivery. (Points : 10)

 

 

7) (TCO G) Cite three ways that middle management can impede an organization’s transition towards a total quality environment. Why is it important that middle management be supportive of a total quality initiative? (Points : 20)

 

8)(TCO B) Discuss the importance of employees and information technology in the delivery of service quality. Use two examples of service firms to help support your discussion. (Points : 10)