Devry BSOP326 Week 4 High-Performance Work Systems – Midterm

BSOP 326 Week
4 High-Performance Work Systems – Midterm
1.(TCO 6) An effective leadership system is designed to accomplish
all of the following, except _____. (Points : 5)
2.(TCO 6) The traditional approach to strategy deployment is which
of the following? (Points : 5)
3.(TCO 3) The criteria for the Canadian Awards for Excellence are
most similar to which of the following? (Points : 5)
4.(TCO 3) ISO 9001 provides specific requirements for _____. (Points
: 5)
5.(TCO 1) A consumer purchases a generic product at a cost of $5.00
instead of the competing brand-name product that sells for $7.00. The consumer
feels that there is no difference in quality between the generic and brand-name
products. This scenario illustrates which of the following definitions of
quality? (Points : 5)
6.(TCO 1) During the Middle Ages, quality was built into the final
product. This approach to quality was lost with the advent of _____. (Points :
5)
7.(TCO 1) Which of the following was the top priority of U.S.
manufacturing in the time period immediately following World War II? (Points :
5)
8.(TCO 2) Which of the following systems does not have a role to
play in assuring quality in a manufacturing firm? (Points : 5)
9.(TCO 2) An increasingly important component in quality for service
firms is _____. (Points : 5)
10.(TCO 2) Services are generally _____ intensive, whereas
manufacturing is more _____ intensive. (Points : 5)
11.(TCO 2) Systems thinking can be applied to the analysis of _____.
(Points : 5)
12.(TCO 3) The Malcolm Baldrige National Quality Award serves several
purposes, except _____. (Points : 5)
13.(TCO 5) “Moments of truth” are instances when which of the
following occurs? (Points : 5)
14.(TCO 5) Which of the following is not true about the American
Customer Satisfaction Index? (Points : 5)
15.(TCO 7) Which of the following is not considered a “hard” measure
of the effectiveness of human-resource management? (Points : 5)
16.(TCO 4) Which of the following is the primary reason for Deming’s
position that slogans should be eliminated? (Points : 5)
17.(TCO 4) The Deming philosophy focuses on improvements in product
and service quality by _____. (Points : 5)
18.(TCO 8) The key stages of a team’s life cycle include all of the
following, except for _____. (Points : 5)
Top of Form
Page 2
1. (TCO 4)
Failure to understand Deming’s Profound Knowledge can result in some severe
problems. Answer the following three parts relating Peter Scholtes’s observations
relating to the failure to understand Deming’s Profound Knowledge:
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)
(Points : 30)
2. (TCO 6)
Answer the following three parts relating to the situational leadership theory:
1. Discuss
the leadership style that would be used if maturity level of the follower was
“able and willing.” (10 points)
2. Discuss
the leadership style that would be used if maturity level of the follower was
“unable but willing.” (10 points)
3. Discuss
the leadership style that would be used if maturity level of the follower was
“able but unwilling.” (10 points)