DeVry BSOP 326 Final Exam

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1.(TCO 1) Which of the following factors allowed Frederick Taylor's scientific
management philosophy to work well at the turn of the 20th century?(Points : 6)

Hourly workers lacked education.

Unionization of workers did not exist.

Hand labor was dominant in manufacturing.

Production quality was of greater concern than production quantity.

Question 2.2.(TCO 1) Which of the following stakeholders require companies to

make long-term commitments to, in the context of total quality?(Points : 6)
Customers
Employees
Suppliers
All of the above
Question 3.3.(TCO 2) Which of the following practices would NOT be found in a
TQM company?(Points : 6)
Selecting a supplier based entirely on who bids the lowest price on a supply
contract

Training suppliers in quality improvement methodology

Retaining suppliers that meet expectations for superior quality

Requiring suppliers to provide proof of capable processes

Question 4.4.(TCO 2) Which of the following is NOT a purpose of final product

inspection?(Points : 6)

To allow other workers to concentrate on output quantity rather than quality

To ensure that no defective items reach the customer

To discover and help resolve production problems

To judge the quality of the manufacturing

Question 5.5.(TCO 3) In which of the following categories can companies receive a

Malcolm Baldrige National Quality Award?(Points : 6)

Small business

Manufacturing

Service

All of the above

Question 6.6.(TCO 3) ISO 9000 recertification is required every _____.(Points : 6)

three years

five years

seven years

nine years

Question 7.7.(TCO 4) _____ considered top management's commitment to quality

an absolute necessity for TQM.(Points : 6)

Deming

Crosby

Juran

All of the above

Question 8.8.(TCO 4) The primary reason for Deming's position that slogans
should be eliminated is which of the following?(Points : 6)
Most problems are a result of the system and cannot be eliminated without
redesigning the system.

Slogans take up valuable space in the production department.

Slogans are costly to maintain and periodically update.

Workers don't always understand the slogans.

Question 9.9.(TCO 5) Measurable performance levels that define the quality of

customer contact with an organization's representatives are known as which of the
following?(Points : 6)

Customer contact requirements

Quality function deployments

Indexed service standards

Consumer benefits packages

Question 10.10.(TCO 5) Which of the following relates to the net present value of
the customer?(Points : 6)

The cost to keep the customer minus the cost to replace the customer

The profit gained from the customer minus the cost to keep the customer

The total profits gained from the customer discounted over time

The revenue gained from the customer after deducting rebates

Question 11.11.(TCO 6) A _____ is an approach that integrates an organization's

major goals, policies, and action sequences into a cohesive whole.(Points : 6)

tactic

program

mission

strategy

Question 12.12.(TCO 6) That the leaders develop the ability to inspire their
subordinates to exert extraordinary efforts to achieve organizational goals is
suggested by the _____ theory of leadership:(Points : 6)

attributional

transactional

substitutes for leadership

emotional intelligence

Question 13.13.(TCO 7) Which of the following would not be considered a leading

practice in human resource management?(Points : 6)

Promoting teamwork

Encouraging employee empowerment

Being concerned about employee motivation

Focusing on cost control

Question 14.14.(TCO 7) GE's "Work-Out" program is an example of _____.(Points :

6)

team-based training

360 feedback

performance appraisal

employee involvement

Question 15.15.(TCO 8) The key stages of a team's life cycle include which of the
following?(Points : 6)

Forming

Storming

Adjourning

All of the above

Question 16.16.(TCO 8) In firms that implement Six Sigma efforts, _____ are often
targeted as future leaders.(Points : 6)

team members

Black belts

champions

Green belts

Question 17.17.(TCO 9) Which of the following is not part of a process control

system?(Points : 6)

Comparison of actual results with the standard

A means of measuring accomplishment

A standard or goal

A backup process

Question 18.18.(TCO 9) All the following are reasons for high error rates in manual
inspection, except for _____.(Points : 6)

high product complexity

high worker turnover

high defect rate

high inspection rate

Question 19.19.(TCO 10) During Final Inspection at a shirt manufacturer, more

than 1,500 shirts were found with incorrect buttons. The manufacturer sold the
shirts at 70 percent of the normal price to a retailer who specializes in factory
seconds. The revenue lost by the manufacturer is considered which of the
following?(Points : 6)

An internal failure cost

An appraisal cost

An external failure cost

A prevention cost

Question 20.20.(TCO 10) The additional labor that is used when a machined part is
returned to the drilling department for rework to correct a quality problem is

considered which of the following?(Points : 6)

A prevention cost

An appraisal cost

An internal failure cost

An external failure cost

Question 21.21.(TCO 11) The Deming cycle is based on the premise that
improvement comes from which of the following?(Points : 6)

The application of knowledge

Financial investment

Automation

Clearly defined numerical performance goals

Question 22.22.(TCO 11) Which of the following was NOT illustrated by the Red
Bead Experiment?(Points : 6)

Management is responsible for the system.

All the variation in the production of red beads came entirely from the process
itself.

Special cause variation can be predicted.

Numerical goals are often meaningless.

Question 23.23.(TCO 12) Which of the following constitutes an approach to

reducing sampling error?(Points : 6)

Cross-checking research designs with knowledgeable analysts

Questioning the assumption that tomorrow's and today's populations are

comparable

Taking a larger sample from the population

Reducing conditions that contribute to dissimilar population segments

Question 24.24.(TCO 12) Determine the upper control limit (UCL) and lower control
limit (LCL) for an X-Bar chart if six samples of subgroup size 6 (n=6) were
collected, and the mean of the sample averages is 4.7 and mean of the sample
ranges is 0.35.(Points : 30)
UCL = 4.86905, LCL = 4.53095UCL = 4.90195, LCL = 4.49805
UCL = 4.72250, LCL = 4.14350

UCL = 5.05805, LCL = 4.34195

Question 25.25.(TCO 12) Twenty samples of subgroup size 6 (n=6) were collected
for a variable measurement. Determine the upper control limit (UCL) and lower
control limit (LCL) for an R-chart if the mean of the sample ranges equals
4.4.(Points : 30)

UCL = 9.3016, LCL = 0.3344

UCL = 1.4696, LCL = 0.0000

UCL = 11.3256, LCL = 0.0000

UCL = 8.8176, LCL = 0.0000
Question 26.26.(TCO 13) Which of the following are the phases of the Six Sigma
problem solving approach?(Points : 6)

Define, Monitor, Analyze, Improve, Confirm

Define, Monitor, Analyze, Invest, Control

Define, Measure, Analyze, Improve, Control

Define, Measure, Analyze, Invest, Control

Question 27.27.(TCO 14) Current research suggests leadership will have to

change from:(Points : 6)

Process to position

Focus throughout the organization to a focus at the top

Power resulting from position to power resulting from knowledge

Feeling and emotional to logical and rational

1.(TCO 3) Answer the following questions concerning ISO 9000:

1. Discuss the basic premise behind ISO 9000. (10 points)
2. Discuss three of the five objectives of ISO 9000. (10 points)
3. Discuss the three documents that make up ISO 9000. (10 points)

3.(TCO 4) Answer the following three parts relating Peter Scholtes's

observations in regard to the failure to understand Deming's Profound Knowledge,
which can result in severe problems.
1. Discuss what happens when people do not understand variation. (10 points)
2. Discuss what happens when people do not understand systems. (10 points)
3. Discuss what happens when people do not understand psychology. (10 points)

2.(TCO 14) Answer the following questions concerning cultural change and the
workforce:
1. Discuss three of the five behaviors that Juran and others suggest are needed to
develop quality cultural change. (10 points)
2. Discuss ownership at the workforce level and why it is important to the
implementation of TQM. (10 points)
3. Discuss how increased ownership requires increased sharing of information. (10
points)

DeVry BSOP 326 Final Exam

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