GM588 Midterm Exam Solution

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1. Question : (TCO A) Contrast the mindset of management under total quality and more traditional management structures with respect to employees, manufacturing, and leadership.

2. Question : (TCO B) Explain each of the following statements as they apply to modern quality management.

a. Customer service is the rule, not the exception.

b.. The absence of defects is a given rather than a source of competitive advantage.

3. Question : (TCO A) Describe the relationship between quality and personal values.

4. Question : (TCO H) Identify and discuss five differences between service and manufacturing organizations

5. Question : (TCO B) Cite two ways that the accounting function can contribute to the achievement of quality.

6. Question : (TCO C) Compare and contrast the quality philosophies of Deming and Juran.

1. Question : (TCO G) Discuss the concept of best practices and their effect on quality management success.

2. Question : (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.

3. Question : (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?

4. Question : (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?

5. Question : (TCO F) Characteristics of effective strategic leadership include all of the following EXCEPT:

6. Question : (TCO A) General-purpose financial statements are the product of: