BSOP 588 Midterm Exam 100% Correct Answers
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BSOP 588 Midterm Exam 100% Correct Answers
• 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 present.
• 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 manufacturing organizations.
• 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...