GSCM 326 Total Quality Management Week 8 Final Exam Answer
Question 1. 1. (TCO 1) At the turn of the century, Frederick Taylor’s scientific management philosophy worked well because of which of the following factors? (Points : 7)
Production quality was of greater concern than production quantity.
Unionization of workers did not exist.
Hand labor was dominant in manufacturing.
Workers lacked the education needed for doing planning.
Question 2. 2. (TCO 2) Which of the following best describes the role of a quality assurance department in a TQM organization? (Points : 7)
Assist managers in performing needed statistical tests.
Assure the customer of the quality of the product produced.
Direct responsibility for outgoing quality.
Replace defective output.
Question 3. 3. (TCO 3) ISO 9001:2008 requirements provide a basic structure for a(n) (Points : 7)
environmental protection system.
quality assurance system.
customer service system.
None of the above
Question 4. 4. (TCO 4) Deming maintained that the majority of poor quality (80–95%) in a system is caused by (Points : 7)
lack of automation.
Question 5. 5. (TCO 5) Each question in a satisfaction survey must be properly designed in order to (Points : 7)
be very short.
cover all facets of the market.
achieve actionable results.
address more than one issue per question.
Question 6. 6. (TCO 6) _____ is essentially a quality-based approach to executing a strategy by ensuring that all employees understand the business direction and are working according to a plan to make the vision a reality.
(Points : 7)
Question 7. 7. (TCO 7) According to Herzberg’s two-factor theory, which of the following factors is an example of a motivational factor? (Points : 7)
Nature of work
Safe working environment
Reasonable level of job security
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 with a specific mission to develop something new or to accomplish a complex task? (Points : 7)
Question 10. 10. (TCO 10) Cost incurred as a result of unsatisfactory quality found before the product is delivered to the customer is (Points : 7)
internal failure cost.
external failure cost.
Question 11. 11. (TCO 11) A scatter diagram presents a graphical component of a (Points : 7)
nominal group technique.
Question 12. 12. (TCO 12) A(n) _____ identifies the activities in designing, producing, and delivering goods. (Points : 7)
value stream map
Question 13. 13. (TCO 13) Culture is driven by (Points : 7)
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
Customer support relationship and satisfaction
Supplier relationship and partnership
15.deming’s profound knowledge consists of four elements. Explain Deming’s theory of knowledge. What is knowledge and how is it possible? Your discussion should relate to this element of Deming’s profound knowledge
and not to the theory of knowledge in general. Your response should be at least 150 words. (Points : 36)
16.(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.
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.Factors for calculating
n A2 D3 D4
2 1.880 0 3.267
3 1.023 0 2.574
4 0.729 0 2.282
5 0.577 0 2.114
6 0.483 0 2.004 (Points : 30)
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