DEVRY GSCM 588 Midterm Exam Updated

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GSCM 588 Midterm Exam Updated

Question 1.1. (TCO A) Who is in the best position to define quality for a product or service? Is it the customer, the producing organization, regulators? Of the three stakeholders listed, who has the most input in how quality is defined for a product or service? This answer must be in your own words—significant cut and paste from the text or other sources is not acceptable. (Points : 10)

Question 2.2. (TCO B) Explain the concept of delegated quality. How might the achievement of a quality award or ISO certification reduce the risk associated with delegated quality? This answer must be in your own words—significant cut and paste from the text or other sources is not acceptable. (Points : 10)

Question 3.3. (TCO A) Explain the differences between measuring quality of a manufactured product and quality of a service. This answer must be in your own words—significant cut and paste from the text or other sources is not acceptable. (Points : 10)

Question 4.4. (TCO C) Identify and discuss five differences between service and manufacturing organizations. This answer must be in your own words—significant cut and paste from the text or other sources is not acceptable. (Points : 10)

Question 5.5. (TCO A) Explain the Wisdom to Tradition model (Week 2 Lecture). How can the Wisdom to Tradition model be used improve the quality culture of an organization? This answer must be in your own words—significant cut and paste from the text or other sources is not acceptable. (Points : 20

Question 6.6. (TCO E) Relative to the statement “each customer has value, but not all customers’ value are equal; businesses must rank customers with respect to their value and treat customers accordingly” (Week 3 Lecture), do you agree or disagree with this statement? Make sure to explain the logic behind your answer. How does your answer link to how quality is defined for different segments of customers? This answer must be in your own words—significant cut and paste from the text or other sources is not acceptable. (Points : 20)

Question 7.7. (TCO E) Explain the concept of the Kano model. Why is it important for organizations to help customers establish Kano levels that are appropriately linked to the value trait of quality? This answer must be in your own words—significant cut and paste from the text or other sources is not acceptable. (Points : 20

Question 8.8. (TCO C) What can the leadership of an organization do to ensure that quality issues, when they happen, reach the appropriate level of leadership? Link your response to the development of a robust quality strategy and the quality award process. This answer must be in your own words—significant cut and paste from the text or other sources is not acceptable. (Points : 20)

Question :

(TCO A) Contrast the mindset of management under total quality and more traditional management structures with respect to employees, manufacturing, and leadership.

Question :

(TCO B) Explain each of the following statements as they apply to modern quality management.

a. Customer service is the rule, not the exception.

b.. The absence of defects is a given rather than a source of competitive advantage

Question :

(TCO A) Describe the relationship between quality and personal values

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) Compare and contrast the quality philosophies of Deming and Juran.

Question :

(TCO G) Discuss the concept of best practices and their effect on quality management success.

Question :

(TCO H) Identify and discuss the five key dimensions of service quality. Given an example of a service and describe how a customer may define quality along each of these dimensions.

Question #1

TCO H

A consumer at the grocery store has the choice between a $ 7 brand name product and a $ 5 generic substitute. How will the customer’s perception of quality affect the purchase decision? Is price or value more important and why?

Question #2

TCO A

What is your definition of quality? How does your definition of quality relate to the five traits of quality?

Question #3

TCO D

Compare and contrast the strengths and weakness of the Malcolm Baldrige National Quality Award and ISO 9000:2000

Question #4                                                                                   (30 points)

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 #5

TCO E

Explain why it is difficult to obtain a single, universal definition of quality?