Gm 588 Wk 4 Midterm Exam Answers

GM 588 Wk 4 Midterm Exam Answers
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GM 588 Wk 4 Midterm Exam Answers

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


2. 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.


3. Question : (TCO A) Describe the relationship between quality and personal values.


4. Question : (TCO H) Identify and discuss five differences between service and manufacturing organizations.



5. Question : (TCO B) Cite two ways that the accounting function can contribute to the achievement of quality.


6. Question : (TCO C) Compare and contrast the quality philosophies of Deming and Juran.


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


2. 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.


3. 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?



4. Question : (TCO E) According to Kano’s classification of customer requirements, a cup of coffee that is served hot and fresh at a restaurant specializing in breakfasts fits which class of customer requirements?


5. Question: (TCO F) Characteristics of effective strategic leadership include all of the following EXCEPT:


6. Question: (TCO A) General-purpose financial statements are the product of: