DEVRY BSOP 588 Midterm Exam 100%
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BSOP 588 Midterm Exam 100% Correct
Question (TCO A) Compare and contrast the evolution of quality and the role it
played in the management of U.S. and Japanese business firms from the 1950s to the
Question (TCO B) Compare and contrast the following definitions of quality.
Definition 1: Quality is the totality of features and characteristics of a product or
service that bears on its ability to satisfy given needs. Definition 2: Quality is meeting
or exceeding customer expectations.
Question (TCO A) Explain the three core principles of total quality.
Question (TCO H) Identify and discuss five differences between service and
Question (TCO B) Cite two ways that the accounting function can contribute to the
achievement of quality.
Question (TCO C) Deming states that knowledge is not possible without theory, and
experience alone does not establish a theory. Explain this statement as it applies to
management decision making.
Question (TCO G) Cite three ways that middle management can impede an
organization’s transition towards a total quality environment. Why is it important
that middle management be supportive of a total quality initiative?
Question (TCO H) Identify and discuss the five key dimensions of service quality.
Question (TCO D) The criteria for Performance Excellence for the Malcolm Baldrige
award consist of a hierarchical set of categories, items, and areas to address. Which
of the following four is NOT one of them?
Question (TCO E) “Moments of truth” are instances when:
Question (TCO F) The ability of an organization to change in order to deal with
increasingly hyper-turbulent environments is referred to as:
Question (TCO A) The finance function is responsible for:
(TCO A) Discuss how...