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GSCM 326 Final Exam 1

1. (TCO 1) Until the start of the 1980s, most companies focused on maintaining quality levels by utilizing which of the following practices? (Points : 7)

Process improvement efforts
Design quality reviews
Team-based initiatives
Mass inspection

Question 2.2. (TCO 2) Final intent of inspection should be all of the following except which one? (Points : 7)

To allow other workers to concentrate on output quantity rather than quality
To gather information on the process
To discover and help resolve production problems
To judge the quality of manufacturing

Question 3.3. (TCO 3) A key requirement of ISO 9000 is its focus on (Points : 7)

the customer.
statistics.
processes.
products.

Question 4.4. (TCO 4) Top management’s commitment to quality is considered an absolute necessity by (Points : 7)

Deming.
Crosby.
Juran.
All of the above

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Question 5.5. (TCO 5) Moments of truth are most commonly experienced by (Points : 7)

factory workers.
customer service personnel.
purchasing agents.
process engineers.

Question 6.6. (TCO 6) Essentially, strategy deployment links the _____, who focus on doing the right thing, with the _____, whose focus is on doing things right. (Points : 7)

management; employees
leaders; supervisors
innovators; coordinators
planners; doers

Question 7.7. (TCO 7) Which motivational theory was developed by Abraham Maslow? (Points : 7)

Hierarchy of needs
Theory X and Y
Operant conditioning
Motivation and maintenance

Question 8.8. (TCO 9) Which of the following is a reason why process management is important for organizations? (Points : 7)

It assists organizations in recruiting the most suitable employees whose values match the culture of the organization.
It helps organizations to segment customers into natural groups in order to customize products that are better able to meet customers’ needs.
It assists organizations in identifying opportunities for improving quality and operational performance.
It helps organizations to increase employee morale and commitment to the organization.

Question 9.9. (TCO 8) Which of the following is a team whose members gather to solve a specific problem and then disband? (Points : 7)

Problem-solving team
Project team
Virtual team
Self-managed team

Question 10.10. (TCO 10) Investment made to keep nonconforming products from occurring is (Points : 7)

prevention cost.
appraisal cost.
internal failure cost.
external failure cost.

Question 11.11. (TCO 11) Another name for a cause and effect diagram is a (Points : 7)

control chart.
C & E diagram.
scatter diagram.
quality chart.

Question 12.12. (TCO 12) A(n) _____ identifies the activities in designing, producing, and delivering goods. (Points : 7)

cause-and-effect diagram
scatter diagram
value stream map
affinity diagram

Question 13.13. (TCO 13) In times of change, organizational learning benefits more from _____ leadership. (Points : 7)

transactional
transformational
declining
stagnant

Question 14.14. (TCO 14) Which of the following practices have not shown to be important when implementing SCM and TQM? (Points : 7)

Management support and leadership
Technical support
Customer support relationship and satisfaction
Supplier relationship and partnership

15) (TCO 4) Deming’s profound knowledge consists of four elements. Answer the following three parts relating to the system element of Deming’s profound knowledge. Your discussion should relate to this element of Deming’s profound knowledge and not systems in general. Each response should be at least 50 words.

What is a system and what should be its aim? (12 points)
Why is systems thinking important? (12 points)
How does suboptimization fit into systems thinking? (12 points)

(TCO 4) Deming created 14 points of management. Explain each point listed below and why it is important to TQM. Your response should be at least 75 words.Point 3: Understand Inspection (12 points)
Point 4: Stop Making Decisions Purely on the Basis of Cost (12 points)
Point 5: Improve Constantly and Forever (12 points)

17 ) (TCO 3) Twenty samples of subgroup size 3 (n= 2) were collected for a variable measurement. Determine the upper control limit (UCL) for an R-chart if the mean of the sample ranges equals 6.4.

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GSCM 326 Final Exam 1

GSCM 326 Final Exam 1

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