BSOP 588 Week 8 Final Exam Version 1 (Taken 2014)

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1. Question: (TCO E) Determining how customers will value your products can be
assessed by all of the following EXCEPT:
2. Question: (TCO D) All of the following are stages in developing an improvement plan
EXCEPT:
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) Which one of the following would not be a primary step in the pokayoke process?
5. Question: (TCO B) _____ measures are generally tracked by senior leadership to gauge
overall organizational performance.
6. Question: (TCO I) The cost associated with unplanned machine downtime, when
operators halt the production line after identifying an unacceptably high rate of defective
output, should be classified as:
7. Question: (TCO A) Lean approaches focus on:
8. Question: (TCO B) Robert Kaplan and David Norton developed a balanced scorecard
which had four perspectives. Which one of the following is NOT one of them?

9. Question: (TCO D) ISO 9000 requires that all the elements required for a quality
system, such as control processes, measuring and test equipment, and other resources
needed to achieve the required quality of conformance, be documented in a _____, which
serves as a permanent reference for implementing and maintaining the system.
10. Question: (TCO H) Determining the most likely causes of defects occurs during which
DMAIC phase?

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1. Question: (TCO B) Explain why it is difficult to obtain a single, universal definition of

quality. Be specific in your response.
2. Question: (TCO I) Identify three aspects of managing and using performance data so
that it is useful to the organization. Provide an example of each aspect. Be specific in
your response.
3. Question: (TCO G) Discuss how the corporate culture is displayed and its role on
quality management behavior. Please provide multiple examples.
4. Question: (TCO F) What could be the reason(s) for failed quality management
strategies?
5. Question: (TCO H) Explain the process of design failure mode and effects analysis and
describe how it could be applied to the cashier checkout stand at a supermarket. Make
sure you provide at least three examples.
6. Question: (TCO C) Some have argued the Six Sigma programs are merely repackaged
versions of older quality improvement programs that originally accompanied TQM
initiatives in the 1980s. Present arguments both support and refute this view. Make sure
you link your discussion with examples of the older quality improvement programs (i.e.
Deming, Juran, and so forth).