GM
588 Managing Quality Midterm Exam Answers
GM 588 Managing Quality Midterm Exam
Answers
(TCO A) Contrast the mindset of management under total quality and
more traditional management structures with respect to employees,
manufacturing, and leadership
(TCO B) Explain each of the following statements as they apply to
modern quality management.
(TCO A) Describe the relationship between quality and personal
values.
(TCO H) Identify and discuss five differences between service and
manufacturing organizations.
(TCO G) Discuss the concept of best practices and their effect on quality
management success
(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.
(TCO A) General-purpose financial statements are the product of
(TCO B) Cite two ways that the accounting function can contribute
to the achievement of quality.
(TCO C) Compare and contrast the quality philosophies of Deming and
Juran.
(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?
(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?
(TCO F) Characteristics of effective strategic leadership include
all of the following EXCEPT:
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