GSCM 326 Midterm Exam (Updated)

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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.
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 and staff

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

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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 organization’s 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
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 Deming’s _____ 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

Question 9.9. (TCO 2) According to Peter Scholtes, a noted consultant, when people don’t understand variation, (Points : 5)
they are more likely to distinguish between fact and opinion.
don’t understand past performance so they can’t predict future performance.
they know when expectations are realistic.
they don’t 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
Isn’t 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)

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)

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 brand’s 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 don’t 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 team’s 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)

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) Deming’s profound knowledge consists of four elements. Answer the following three parts relating to the variation element of Deming’s profound knowledge. Your discussion should relate to this element of Deming’s 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)

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