Devry BSOP 326 Final Exam Latest



Devry BSOP 326  Final Exam Latest


Page 1

Question 1.1. (TCO 1) Which of the following practices were utilized by most companies to maintain quality levels until the start of the 1980s? (Points : 6)

Team-based initiatives

Process-improvement efforts

Design-quality reviews


Question 2.2. (TCO 1) The lack of which of the following is a reason why some companies fail at implementing TQM? (Points : 6)


Education and Training

Long term commitment

All of the above

Question 3.3. (TCO 2) Which of the following systems do not have a role to play in assuring quality in a manufacturing firm? (Points : 6)



Tool Engineering

None (All answers have a role.)

Question 4.4. (TCO 2) When morale is _____, service excellence is _________. (Points : 6)

high, high

low, high

low, low

bad, good

Question 5.5. (TCO 3) The purpose of the Malcolm Baldrige National Quality Award includes which of the following? (Points : 6)

To recognize the achievements of high-quality companies

To establish guidelines and criteria for evaluation of quality-improvement efforts

To provide detailed information on how award-winning enterprises achieved success

All of the above

Question 6.6. (TCO 3) ISO 9000 recertification is required every _____. (Points : 6)

three years

five years

seven years

nine years

Question 7.7. (TCO 4) _____ considered top management’s commitment to quality an absolute necessity for TQM. (Points : 6)




All of the above

Question 8.8. (TCO 4) The primary reason for Deming’s position that slogans should be eliminated is which of the following? (Points : 6)

They create adversarial relationships.

Slogans take up valuable space in the production department.

Slogans are costly to maintain and periodically update.

Workers don’t always understand the slogans.

Question 9.9. (TCO 5) Measurable performance levels that define the quality of customer contact with an organization’s representatives are known as which of the following? (Points : 6)

Customer contact

Quality function deployments

Indexed service standards

Consumer benefits packages

Question 10.10. (TCO 5) Customers that are highly profitable, but don’t stay around long are known as __________. (Points : 6)

Song birds

Ne’re do wells



Question 11.11. (TCO 6) Effective organizations share which of the following approaches to strategic planning? (Points : 6)

Organization-wide participation in planning

Focus on near-term goals

Special emphasis on stock market expectations

Unstructured systems for strategy development and deployment

Question 12.12. (TCO 6) Leadership for quality is about continually improving the performance of________. (Points : 6)




all of the above

Question 13.13. (TCO 7) The nominal group technique is a sophisticated form of ________. (Points : 6)

Promoting teamwork

Encouraging employee empowerment

Being concerned about employee motivation


Question 14.14. (TCO 7) The Institute for Corporate Competitiveness (ICC) found that _______ to be an important part of team-building. (Points : 6)

outdoor activities


character building


Question 15.15. (TCO 8) Effective team building steps include which of the following: (Points : 6)




All of the above

Question 16.16. (TCO 8) In firms that implement Six Sigma efforts, _____ are often targeted as future leaders. (Points : 6)

team members

Black belts


Green belts

Question 17.17. (TCO 9) Which of the following is not part of a process control system? (Points : 6)

Comparison of actual results with the standard

A means of measuring accomplishment

A standard or goal

A backup process

Question 18.18. (TCO 9) Kaizen is best described by which of the following terms? (Points : 6)

Concurrent engineering

Continuous improvement at all levels


Statistical process control

Question 19.19. (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? (Points : 6)

An internal failure cost

An appraisal cost

An external failure cost

A prevention cost

Question 20.20. (TCO 10) Which of the following is NOT a cost of quality? (Points : 6)

internal failure cost

external failure cost

appraisal cost

none of the above

Question 21.21. (TCO 11) The Deming cycle was developed to link the production process to ___________. (Points : 6)

consumer needs

zero defects

statistical information

organizational goals

Question 22.22. (TCO 11) A bank observes that most customer complaints come from only a small part of its total customer base.This is an example of which of the following? (Points : 6)


The Pareto principle


The central limit theorem

Question 23.23. (TCO 12) Which of the following constitutes an approach to reducing sampling error? (Points : 6)

Cross-checking research designs with knowledgeable analysts

Questioning the assumption that tomorrow’s and today’s populations are comparable

Taking a larger sample from the population

Reducing conditions that contribute to dissimilar population segments

Question 24.24. (TCO 12) Determine the upper control limit (UCL) and lower control limit (LCL) for an X-Bar chart if six samples of subgroup size 5 (n=5) were collected, and the mean of the sample averages is 4.7 and mean of the sample ranges is 0.35.

TABLE (Points : 30)

UCL = 4.86905, LCL = 4.53095

UCL = 4.90195, LCL = 4.49805

UCL = 4.72250, LCL = 4.14350

UCL = 5.05805, LCL = 4.34195

Question 25.25. (TCO 12) Determine the upper control limit (UCL) and lower control limit (LCL) for an R-chart if twenty samples of subgroup size 3 (n=3) were collected for a variable measurement and the mean of the sample ranges equals 4.4. (Points : 30)

UCL = 9.3016, LCL = 0.3344

UCL = 1.4696, LCL = 0.0000

UCL = 11.3256, LCL = 0.0000

UCL = 8.8176, LCL = 0.0000

Question 26.26. (TCO 13) The operative measure of quality in Six Sigma terminology is which of the following? (Points : 6)

Defects per unit

Defects per thousand units

Defects per ten thousand opportunities

Defects per million opportunities

Question 27.27. (TCO 14) St. Luke’s Hospital identified several phases in its organization’s TQM implementation. This is an example of _____. (Points : 6)

poor implementation

quality as a journey

implementation that is moving too slowly

All of the above

Page 2

Question 1. 1. (TCO 3) Answer the following questions concerning ISO 9000:

  1. 1.Discuss the implementation/registration process for ISO 9000.(10 points)
  2. 2.Discuss the recertification process for ISO 9000.(10 points)
  3. 3.Discuss 3 of the 7 steps an organization must take to ensure its QMS conforms to ISO 9000 requirements.(10 points)

(Points : 30)

Question 2. 2. (TCO 14) Answer the following questions concerning employee empowerment:

Discuss the rationale for employee empowerment. (10 points)

Discuss how employee empowerment is achieved in organizations. (10 points)


Discuss management’s role in employee empowerment. (10 points)

(Points : 30)

Question 3. 3. (TCO 4) Answer the following 3 parts relating to the Malcolm Baldrige Award:

Discuss the reasons why the Baldridge Award was established. (10 points)

Discuss the value to organizations of competing for the Baldrige award (10 points)

Discuss 3 of the 7 main categories under the Malcolm Baldrige criteria (10 points)

(Points : 30)

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Devry BSOP 326 Final Exam Latest

Best Devry BSOP 326  Final Exam Latest
Devry BSOP 326 Final Exam Latest


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