Devry GM588 Final Exam ANSWERS

GM 588 Final Exam ANSWERS
Question :
(TCO E) Suggested reasons why many customer satisfaction efforts
fail include all of the following EXCEPT:
2.
Question :
(TCO D) The Six-Sigma problem solving approach contains the phases
of:
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) Poka-yoke focuses on two aspects:
5.
Question :
(TCO B) _____ measures are generally tracked by senior leadership
to gauge overall organizational performance.
6.
Question :
(TCO I) The cost of purchasing copies of a textbook on quality for
employees as part of their training program in process improvement methods is
considered:
7.
Question :
(TCO A) Which of the following is NOT a characteristic of a Six
Sigma project?
8.
Question :
(TCO B) A set of financial, market, operational, and employee
performance measures for management review and use is an example of:
9.
Question :
(TCO D) The Baldrige Award criteria, as a tool for
self-assessment:
10.
Question :
(TCO H) Focusing on how to maintain improvements occurs in which
DMAIC phase?
Page:
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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) What criterion is used to classify a failure cost as
“internal” versus “external”? Give three examples of an internal failure cost
and three examples of an external failure cost.
3.
Question :
(TCO G) Discuss the three major reasons why companies adopt total
quality. Also, discuss the initial key steps are involved in the adoption
process.
4.
Question :
(TCO F) Explain in detail why change is necessary in
organizations. Describe the effects that change can have on quality management
with respect to employee commitment and quality levels.
5.
Question :
(TCO H) Describe the six basic steps required to build the House
of Quality. Describe, in general, where in the House are customer and technical
requirements located. Also explain why it is important that each area of the
House is “linked” with the others.
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 that both support
and refute this view. Make sure you link your discussion with examples of the
older quality improvement programs (i.e. Deming, Juran, etc)