DeVry GSCM 326 Midterm Exam

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Question 1.1. (TCO 6) A _____ statement articulates the basic characteristics that shape an
organizations view of the future and its strategy. (Points : 5)
value
mission
vision
leadership

Question 2.2. (TCO 6) The _____ organization is the most prevalent type of structure for
medium-sized to large firms. (Points : 5)
line
line and staff
staff
matrix

Question 3.3. (TCO 3) The criteria for the Canadian Awards for Business Excellence are
similar in structure to the criteria for the (Points : 5)
Deming Prize.
American Society for Quality Control Award.

Malcolm Baldrige National Quality Award.

ISO 9000 Certification Program.

Question 4.4. (TCO 3) In the context of the criteria for performance excellence, the aim of
strategy development is to (Points : 5)
ensure that strategies are successfully deployed for goal achievement.
guide the organizations process management toward the achievement of key
organizational results and strategic objectives.
foster high performance, address core competencies, and help accomplish action plans and
ensure organizational sustainability.
strengthen overall performance, competitiveness, and future success.
Question 5.5. (TCO 1) Which of the following business support functions helps in achieving
quality by ensuring that the product labeling, packaging, and safety measures are in
compliance with the rules and regulations? (Points : 5)
Marketing and sales
Legal services
Tool engineering
Finance and accounting
Question 6.6. (TCO 1) In the beginning quality was built into the final product. This
changed with (Points : 5)
engineering schools.
craft guilds.
the Industrial Revolution.
automation.

Question 7.7. (TCO 1) In the 1940s and 50s, companies relied on _____ to prevent defects
and errors. (Points : 5)
mass inspection
process-improvement efforts
quality reviews
quality circles
Question 8.8. (TCO 2) _____ are a result of the design of the product and production
system and generally account for about 8095% of the observed variation in the output of a
production process. (Points : 5)
Remedial causes of variation
Common causes of variation
Assignable causes of variation
Special causes of variation
Question 9.9. (TCO 2) According to Peter Scholtes, a noted consultant, when people dont
understand variation, (Points : 5)
they are more likely to distinguish between fact and opinion.
dont understand past performance so they cant predict future performance.
they know when expectations are realistic.
they dont see events as individual incidents.

Question 10.10. (TCO 1) Conditions that facilitate high-quality service employees include
which of the following? (Points : 5)
Reward systems that recognize cost-cutting behaviors
Reward systems that recognize customer focused behaviors
Specialized job assignments, such as greeting customers
Work environments that isolate employees from customers

age 2

Question 1.1. (TCO 2) Conditions that facilitate high-quality service employees include
which of the following? (Points : 5)
Only applies to processes
Also applies to managing people
Isnt important in a TQM organization
Is a controversial topic among quality-management professionals

Question 2.2. (TCO 3) The Malcolm Baldrige Criteria for Performance Excellence consist
of how many categories? (Points : 5)
Four
Five
Seven

Nine

Question 3.3. (TCO 5) The _____ dimension of the quality, as suggested by David A.
Garvin, refers to how a product looks, feels, sounds, tastes, or smells. (Points : 5)
aesthetics
reliability
assurance
serviceability

Question 4.4. (TCO 5) Which of the following is not true about the American Customer
Satisfaction Index? (Points : 5)
It only evaluates the quality of domestic goods.
It was first conducted in 1994.
It is based on a large, national sample of consumers.
It is designed to indicate national trends as well as industry trends.

Question 5.5. (TCO 7) An organization that has a strategic orientation to human resource
management will (Points : 5)
focus on short-term immediate needs rather than future needs.
rely on proven approaches in designing and implementing policies and procedures.
adapt to changing business needs through innovative programs and systems.
focus on responding to stated needs of the organization rather than predicting unstated
needs.

Question 6.6. (TCO 4) The need to understand inspection is associated with which of the
following individuals? (Points : 5)
Deming
Taguchi
Ishikawa
Juran

Question 7.7. (TCO 4) Why did Deming say slogans, posters, and motivation programs are
directed at the wrong people? (Points : 5)
Because workers dont read the posters or slogans.
Because keeping posters updated is too expensive.

Because the major sources of problems are the systems management has designed.
None of the above

Question 8.8. (TCO 8) Teams that are organized to perform entire jobs rather than
specialized, assembly linetype work are known as _____ teams. (Points : 5)
management
natural work
virtual
quality

Question 9.9. (TCO 4) Demings profound knowledge consists of four elements. Answer the
following three parts relating to the theory of knowledge element of Demings profound
knowledge. Your discussion should reflect this element of Demings profound knowledge
and not knowledge theory in general.
1. Discuss why the theory of knowledge is important to us. (10 points)2. Discuss the
problems associated with a cookbook approach to solving problems. (10 points)3.
Discuss why Deming never gave managers solutions. (10 points)(Points : 30)

Question 10. 10. (TCO 4) Failure to understand the components of Demings profound
knowledge can create some severe problems. Answer the following three questions to
relating Peter Scholtess observations about the failure to understand Demings profound
knowledge.
Discuss what happens when people do not understand variation. (10 points)
Discuss what happens when people do not understand the theory of knowledge. (10 points)
Discuss what happens when people do not understand psychology. (10 points)
(Points : 30)

Question 11.11. (TCO 1) Discuss the evolution of TQM from product quality to total
qualitymanagement. Your response should be at least 100 words in length. (Points : 30)

DeVry GSCM 326 Midterm Exam

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