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BOSP 326 week 8 Final Exam Solution

BOSP 326 week 8 Final Exam Solution 1. (TCO 1) Which of the following practices were utilized by most companies to maintain quality levels until the start of the 1980s? Team-based initiatives Process-improvement efforts Design-quality reviews Mass inspection 2. (TCO 1) Quality is most difficult to measure and analyze under which of the following definitions? Judgmental User-based Product-based Value-based 3. (TCO 2) Which of the following systems do not have a role to play in assuring quality in a manufacturing firm? Sales Purchasing Tool Engineering None (All answers have a role.) 4. (TCO 2) _____ is a challenge facing many service firms such as Avis, Inc.’s Worldwide Reservation Center that handles millions of calls and books more than six million reservations in a year. The high volume of transactions leading to numerous opportunities for error Service sector decline The inability to define and measure quality High labor turnover 5. (TCO 3) In which of the following categories can companies receive a Malcolm Baldrige National Quality Award? Small business Manufacturing Service All of the above

6. (TCO 3) ISO 9000:2000 defines a _____-based approach to quality management systems. customer statistics process product 7. (TCO 4) _____ is a method the Deming philosophy focuses on for improvements in product and service quality. 100 percent inspection Reducing variation Financial analysis Separating the planning and execution functions of management 8. (TCO 4) The primary reason for Deming’s position that slogans should be eliminated is which of the following? 9. (TCO 5) Measurable performance levels that define the quality of customer contact with an organization’s representatives are known as which of the following? Customer contact requirements Quality function deployments Indexed service standards Consumer benefits packages 10. (TCO 5) Maintaining a clean, well-lit waiting room in a doctor’s office is an example of which service-quality dimension? Competence Courtesy Communication Tangibles 11. (TCO 6) The leadership skill of _____ is demonstrated by leaders who encourage employees to participate in quality-improvement efforts and develop cross-functional teamwork and customer-supplier partnerships. visioning intuition empowerment self-understanding 12. (TCO 6) The _____ theory of leadership suggests that the manner in which leaders deal with subordinates depends on contingent rewards and punishments. attributional transactional substitutes for leadership emotional intelligence 13. (TCO 7) Employee suggestion systems have been used to identify ways to _____. improve quality

reduce costs improve worker safety All of the above 14. (TCO 7) Under Herzberg’s theory of motivation, worker safety would represent a(n) _____ factor and advancement would represent a(n) _____ factor. motivational, maintenance maintenance, motivational attribute, innovative innovative, attribute 15. (TCO 8) A group of employees in an office who are fully responsible for all aspects of processing claims at an insurance company is an example of which of the following team types? Problem-solving team Project team Virtual team Self-managed team 16. (TCO 8) During the _____ stage of a team’s life cycle, team members agree on roles, ground rules, and acceptable behavior when doing the work of the team. Forming Storming Norming Performing 17. (TCO 9) Which of the following is not part of a process control system? Comparison of actual results with the standard A means of measuring accomplishment A standard or goal A backup process 18. (TCO 9) Process management consists of which of the following? Design, management, and improvement Design, control, and improvement Design, control, and standardization Analysis, control, and improvement 19. (TCO 10) During Final Inspection at a shirt manufacturer, more than 1,500 shirts were found with incorrect buttons. The manufacturer sold the shirts at 70 percent of the normal price to a retailer who specializes in factory seconds. The revenue lost by the manufacturer is considered which of the following? An internal failure cost An appraisal cost An external failure cost A prevention cost

20. (TCO 10) The additional labor that is used when a machined part is returned to the drilling department for rework to correct a quality problem is considered which of the following? A prevention cost An appraisal cost An internal failure cost An external failure cost 21. (TCO 11) Which of the following is NOT a principle of statistical thinking as a philosophy of learning and action? All work occurs in a system of interconnected processes. Variation exists in all processes. All variation can be traced to human error. Understanding and reducing variation are keys to success. 22. (TCO 11) Which of the following tools is most useful for viewing the variability of a quality characteristic? Affinity diagram Control chart Checklist Fishbone diagram 23. (TCO 12) Everything else remaining constant, when the sample size _____, sampling error decreases. increases decreases stays constant None of the above 24. (TCO 12) Determine the upper control limit (UCL) and lower control limit (LCL) for an XBar chart if six samples of subgroup size 3 (n=3) were collected, the mean of the sample averages is 4.7, and the mean of the sample ranges is 0.35. Determine the upper control limit (UCL) and lower control limit (LCL) for an X-Bar chart. CHART UCL = 4.86905, LCL = 4.53095 UCL = 4.90195, LCL = 4.49805 UCL = 4.72250, LCL = 4.14350 UCL = 5.05805, LCL = 4.34195 25. (TCO 12) Determine the upper control limit (UCL) and lower control limit (LCL) for an Rchart if twenty samples of subgroup size 5 (n=5) were collected for a variable measurement and the mean of the sample ranges equals 4.4. UCL = 9.3016, LCL = 0.0000 UCL = 1.4696, LCL = 0.0000 UCL = 11.3256, LCL = 0.0000 UCL = 8.8176, LCL = 0.0000

26. (TCO 13) Which of the following are the phases of the Six Sigma problem solving approach? Define, Monitor, Analyze, Improve, Confirm Define, Monitor, Analyze, Invest, Control Define, Measure, Analyze, Improve, Control Define, Measure, Analyze, Invest, Control 27. (TCO 14) Current research suggests leadership will have to change from: (Points : 6) 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 1. (TCO 3) Answer the following questions concerning ISO 9000: 1. Discuss the basic premise behind ISO 9000. 2. Discuss three of the five objectives of ISO 9000. 3. Discuss the three documents that make up ISO 9000. 2. (TCO 14) Answer the following questions concerning cultural change and the workforce: 1. Discuss three of the five behaviors that Juran and others suggest are needed to develop quality cultural change. 2. Discuss ownership at the workforce level and why it is important to the implementation of TQM. 3. Discuss how increased ownership requires increased sharing of information. 3. (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 variation in general. 1. Explain how a quincunx can be used to explain variation. 2. Why is understanding variation important, and what do we need to do about it? 3. What tools do we need to use to understand variation, and why is using these tools important to our decision-making process?

Bosp 326 week 8 final exam solution