GSCM 326 Midterm Exam

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GSCM 326 Midterm Exam

Question 1.1. (TCO 6) A _____ statement articulates the basic characteristics that shape an organization’s view of the future and its strategy. (Points : 5)



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) The criteria for the Canadian Awards for Business Excellence are similar in structure to the criteria for the (Points : 5)

Deming Prize.
American Society for Quality Control Award.
Malcolm Baldrige National Quality Award.
ISO 9000 Certification Program.


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) Which of the following business support functions helps in achieving quality by ensuring that the product labeling, packaging, and safety measures are in compliance with the rules and regulations? (Points : 5)

Marketing and sales
Legal services
Tool engineering
Finance and accounting


Question 6.6. (TCO 1) In the beginning quality was built into the final product. This changed with (Points : 5)

engineering schools.
craft guilds.
the Industrial Revolution.

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Question 7.7. (TCO 1) In the 1940s and ’50s, companies relied on _____ to prevent defects and errors. (Points : 5)

mass inspection
process-improvement efforts
quality reviews
quality circles


Question 8.8. (TCO 2) _____ are a result of the design of the product and production system and generally account for about 80–95% of the observed variation in the output of a production process. (Points : 5)

Remedial causes of variation
Common causes of variation
Assignable causes of variation
Special causes of variation


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

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Question 1.1. (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) The Malcolm Baldrige Criteria for Performance Excellence consist of how many categories? (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 not true about the American Customer Satisfaction Index? (Points : 5)

It only evaluates the quality of domestic goods.
It was first conducted in 1994.
It is based on a large, national sample of consumers.
It is designed to indicate national trends as well as industry trends.


Question 5.5. (TCO 7) An organization that has a strategic orientation to human resource management will (Points : 5)

focus on short-term immediate needs rather than future needs.
rely on proven approaches in designing and implementing policies and procedures.
adapt to changing business needs through innovative programs and systems.
focus on responding to stated needs of the organization rather than predicting unstated needs.


Question 6.6. (TCO 4) The need to understand inspection is associated with which of the following individuals? (Points : 5)



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) Teams that are organized to perform entire jobs rather than specialized, assembly line–type work are known as _____ teams. (Points : 5)

natural work


Question 9.9. (TCO 4) Deming’s profound knowledge consists of four elements. Answer the following three parts relating to the “theory of knowledge” element of Deming’s profound knowledge. Your discussion should reflect this element of Deming’s profound knowledge and not knowledge theory in general.
1.     Discuss why the theory of knowledge is important to us. (10 points)2.     Discuss the problems associated with a “cookbook” approach to solving problems. (10 points)3.     Discuss why Deming never gave managers solutions. (10 points)(Points : 30)

Question 10. 10. (TCO 4) Failure to understand the components of Deming’s profound knowledge can create some severe problems. Answer the following three questions to relating Peter Scholtes’s observations about the failure to understand Deming’s profound knowledge.

  1. Discuss what happens when people do not understand variation. (10 points)
  2. Discuss what happens when people do not understand the theory of knowledge. (10 points)
  3. Discuss what happens when people do not understand psychology. (10 points)

(Points : 30)


Question 11.11. (TCO 1) Discuss the evolution of TQM from product quality to total qualitymanagement. Your response should be at least 100 words in length. (Points : 30)


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