Discuss how a fast-food restaurant could measure its quality effectiveness using each of the following definitions of quality: product-based, user-based, value-based, and manufacturing-based.

BSOP 588 Managing Quality

Week 4 Midterm Exam

SET 1

Page 1

Question (TCO A) Compare and contrast the evolution of quality and the role it played in the management of U.S. and Japanese business firms from the 1950s to the present.

Question (TCO B) Compare and contrast the following definitions of quality. Definition 1: Quality is the totality of features and characteristics of a product or service that bears on its ability to satisfy given needs. Definition 2: Quality is meeting or exceeding customer expectations.

Question (TCO A) Explain the three core principles of total quality.

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

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

Question (TCO C) Deming states that knowledge is not possible without theory, and experience alone does not establish a theory. Explain this statement as it applies to management decision making.

Page 2

Question (TCO G) Cite three ways that middle management can impede an organization’s transition towards a total quality environment. Why is it important that middle management be supportive of a total quality initiative?

Question (TCO H) Identify and discuss the five key dimensions of service quality.

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?

Question (TCO E) “Moments of truth” are instances when:

Question (TCO F) The ability of an organization to change in order to deal with increasingly hyper-turbulent environments is referred to as:

Question (TCO A) The finance function is responsible for:

SET 2

(TCO A) Discuss how a fast-food restaurant could measure its quality effectiveness using each of the following definitions of quality: product-based, user-based, value-based, and manufacturing-based.

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

(TCO A) Explain the three core principles of total quality.

(TCO H) Discuss how front-line employees are critical to customer assessment of service quality. Identify the challenges faced by front-line employees.

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

(TCO C) Deming states that knowledge is not possible without theory, and experience alone does not establish a theory. Explain this statement as it applies to management decision making.

SET 3

Page 1

(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. a. Customer service is the rule, not the exception. b. The absence of defects is a given rather than a source of competitive advantage.

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

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

(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.

Page 2

(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 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:

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