Bsop 588 Week 8 Final Exam Version 2 (Taken 2012)

BSOP 588 Week 8 Final Exam Version 2 (Taken 2012)

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1. Question: (TCO E) Suggested reasons why many customer satisfaction efforts fail include all of the following EXCEPT:

2. Question: (TCO D) The Six-Sigma problem solving approach contains the phases of:

3. Question: (TCO C) Terms such as “kanban”, “single minute exchange of dies”, and “visual controls” are most closely associated with:

4. Question: (TCO C) Poka-yoke focuses on two aspects:

5. Question: (TCO B) _____ measures are generally tracked by senior leadership to gauge overall organizational performance.

6. Question: (TCO I) The cost of purchasing copies of a textbook on quality for employees as part of their training program in process improvement methods is considered:

7. Question: (TCO A) Which of the following is NOT a characteristic of a Six Sigma project?

8. Question: (TCO B) A set of financial, market, operational, and employee performance measures for management review and use is an example of:

9. Question: (TCO D) The Baldrige Award criteria, as a tool for self-assessment:

10. Question: (TCO H) Focusing on how to maintain improvements occurs in which DMAIC phase?

11. Question: (TCO B) Explain why it is difficult to obtain a single, universal definition of quality. Be specific in your response.

12. Question: (TCO I) What criterion is used to classify a failure cost as “internal” versus “external”? Give three examples of an internal failure cost and three examples of an external failure cost.

13. Question: (TCO I) What criterion is used to classify a failure cost as “internal” versus “external”? Give three examples of an internal failure cost and three examples of an external failure cost.

14. Question: (TCO F) Explain in detail why change is necessary in organizations. Describe the effects that change can have on quality management with respect to employee commitment and...