devry bsop326 full course [ all discussions all week course proj pare 1,2 3 all weeks check points midterm and final

WEEK 1

Total Quality Management (TQM) (graded)

What is total quality management (TQM)? Is it something you
can install, like a refrigerator? How do you know TQM when you see it?

A System Perspective (graded)

When we talk about a system view, what are we interested in
and why? Why is a system view so important to have if you are going to
implement TQM?

This section lists options that can be used to view
responses.

WEEK 2

Dr. Deming’s 14 Points (graded)

Are Dr. Deming’s 14 Points clear, concise, and achievable?
If not, what do you think he had in mind? In Deming’s view, who needs to do
what and why?

Quality Awards and Standards (graded)

The authors of our text talk about the Baldrige Award
throughout their book. In previous versions, they even designed their text
around this award. Given that our course is about TQM, an in-depth discussion
of the Deming Award would seem to be appropriate. Why do I say this? If you
look at the textbook, you see that the authors state that “the Deming
Prize establishes a framework for a CWQC [Company Wide Quality Control]
system” (p. 122). CWQC embodies what we would call TQM here in the U.S.

So let’s do some research. Put on your investigative hats
and see what you can find about the Deming Award. You can use the Internet or
or any other sources you have available.

How do you see the Deming Prize criteria fitting into TQM?
How does the Deming Prize compare to the Baldrige Award? What are the
differences and similarities between the Deming Prize and the Baldrige Award?

week 3

TQM Leaders (graded)

How do leaders behave when they are implementing TQM? What
expectations should they set? What kind of leaders do TQM leaders need to be?
TQM Leaders (graded)

How do leaders behave when they are implementing TQM? What
expectations should they set? What kind of leaders do TQM leaders need to be?

week 4
TQM and Teams (graded)

Teams are something we talk about a lot when it comes to
TQM. Why are teams instrumental to TQM, or are they? What kinds of teams exist
in a TQM operation?

Employee Involvement (graded)

Just what is employee involvement? Is it always good? What
key elements are necessary to keep it going? Are there different kinds of
involvement?

week 5

Cost of Quality (graded)

Although a balanced score card is probably the way to go,
most companies don’t seem to have a clue about the more fundamental aspects of
quality, such as the cost of quality. So let’s start here. Just what do we mean
when we talk about the cost of quality? What major areas does it include?

Supplier Relationships (graded)

An integral part of TCO 9 concerns supplier relationships.
What kinds of relationships exist with suppliers? What can be done to reduce
the number suppliers you use?

week 6

Statistical Tools (graded)

Before you participate in this discussion, please review
this week’s tutorial.

Two tools were used by the group in the early analysis of
their process. Why was it important for the group to use a histogram when they
did? What could have happened if the group had not used it?

Inspection and Process Evaluations (graded)

Is 100% inspection good? Why or why not? What alternatives
are there to 100% inspection?

week 7

Implementing TQM (graded)

Over the last six weeks, you have been gaining insight into
the ultimate question for this course: How do we implement TQM? Where do we
begin? What key areas do we need to address first? Once we get our
implementation started, what do we need to do in order to sustain our momentum?

What is Six Sigma? (graded)

What are the origins of Six Sigma? What makes Six Sigma what
it is? Is Six Sigma new, or has it been there all the time? If Six Sigma were
terminated in an operation, would anything happen to the quality of the
products produced? Why or why not?

This section lists options that can be used to view
responses.

Course Project: Part 1 – Ishikawa Research Paper (due at the
end of Week 3)

Objectives|Guidelines|Grading Rubrics|Best Practices
Objectives

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This project involves researching and writing a short
biography on Dr. Kaoru Ishikawa. Our text addresses many of the areas in the
management and control of quality and provides a great amount of information on
a number of different quality concepts. However, the authors only mention Dr.
Ishikawa in passing. Just who is Kaoru Ishikawa? Prepare a 500-word
biographical paper on Ishikawa, describing his contributions to quality. You
should not limit your research to online materials. Two of his books are
excellent sources: (1) What is Total Quality Control: The Japanese Way(1985)
and (2) Guide to Quality Control (1976). Submit the completed paper to your
Dropbox.

You will research this person’s life and work to determine
the impacts that he has had in the world. You will define the quality leader’s
significant contributions to modern quality practices in terms of major impacts
in a specific organization. The project will enable you to understand:

Ishikawa’s key ideas;
how Ishikawa has influenced quality practices throughout the
world;
how his ideas fit into total quality management; and
the implications of Ishikawa’s ideas for the future of
quality.
The project will require sustained research effort until the
paper is submitted. You are encouraged to begin work on the project during Week
1 and be prepared to submit the required project deliverables by the end of
Week 3. A basic APA tutorial can be found in the Webliography, and a paper
template can be found in Doc Sharing.

Guidelines

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The paper will be a short biography on Kaoru Ishikawa. It
will adhere to the grading specifications as described below. The student will
submit a paper of at least 500 words, not including title page and references,
by the end of class Week 3. The student will use at least two sources plus the
course textbook, for a minimum of three references. All references are to be
from academic journals, professional or academic textbooks, authored websites,
or standard business publications such as The Wall Street Journal. Not more
that 30% of the content will be from direct quotations. The final score will be
reduced by one point for each percentage point when the direct quotations are
over 30% of the content.

NOTE: Wikipedia and unauthored websites are not acceptable
sources. Do not use these types of sources; otherwise, you will lose points.

The format of the paper should conform to the Publication
Manual for the American Psychological Association (APA), 6th edition, for the
title page, text, citations, references, and so forth. A basic APA tutorial can
be found in the Webliography, and a template for the paper can be found in Doc
Sharing. Completed papers will be submitted to your Dropbox as MS Word
documents. All graphics will be a part of the Word document and submitted as a
file. Documents authored in other applications such as WordPerfect or MS Works
will not be accepted.

This project is to be accomplished individually and will
reflect the work of each student. All DeVry University policies are in effect,
including the plagiarism policy. Late papers will not be accepted without prior
permission.

Submit your Ishikawa research paper to the Dropbox located
on the silver tab at the top of this page by the end of Week 3. For
instructions on how to use the Dropbox, read these step-by-step instructions or
watch this Dropbox Tutorial.

See the Syllabus section “Due Dates for Assignments
& Exams” for due date information.

Best Practices

Back to Top
The following are the best practices in preparing this
paper. Sample papers, using APA format, are located in Doc Sharing. Other
useful information has also been provided there, including an APA paper
template.

Cover page: Include the person you prepared the paper for,
who prepared it, and the date.
Introduction: In APA format, the introduction is understood
to be the first content of your work; thus, it does NOT require a title.

The purpose of an introduction or opening:

Introduce the subject and why the subject is important.
Preview the main ideas and the order in which they will be
covered.
Establish the tone of the document.
Include in the introduction a reason for the audience to
read the paper. Also, include an overview of what you are going to cover in
your paper and the importance of the material. (This should include or
introduce the questions you are asked to answer on each assignment.)

Body of your work: Include titles to identify different
areas that you address. State the main ideas, major points in each idea, and supporting
information. Break down each main idea you will use in the body of your paper.
Show some type of division, like separate sections that are labeled, separate
groups of paragraphs, or headers. You would include the information you found
during your research and investigation.
Summary and conclusion: Summarizing is similar to
paraphrasing, but it presents the gist of the material in fewer words than the
original. An effective summary identifies the main ideas and major support
points from the body of your report. Minor details are left out.

Additional hints on preparing the best possible project:

Apply a three-step process of writing: plan, write, and
complete.
Prepare an outline of your research paper before you go
forward.
Complete a first draft, and then go back to edit, evaluate,
and make any changes required.
Use visual communication if it will help clarify and support
your work. Any material that can be removed and not affect the clarity of your
work is essentially filler and should be avoided. Filler distracts from the
flow of your work and will most likely cause you to lose points.

References: APA formatted references are required for this
assignment.
A possible outline of the paper is provided below.

Cover Page
Introduction
Overview of the paper
Purpose and importance of the effort
Background
Personal background and life history (education, family
life, living situations, etc.)
Primary work and significant accomplishments
Summary of his philosophy
Summary of what he was focused on accomplishing in terms of
quality
Reviews and highlights of his books, articles, and
manuscripts
Detailed description of his key ideas, concepts, and quality
approach
Describe what results he achieved personally from their life
work
Summary of his influence on quality and Total Quality
Management (TQM)
Conclusion
Summarize the key points of your paper
References

Print
Course Project: Part 2 – Kaizen or Balanced Score Card
Research Paper (due at the end of Week 5)

Objectives |Guidelines |Grading Rubrics |Best Practices
Objectives

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This project involves researching and writing a short
research paper on your choice of Kaizen or Balanced Score Card. Our text
addresses many of the areas in the management and control of quality and
provides a great amount of information on a number of different quality
concepts. However, the authors give only brief attention to Kaizen and no
attention to the performance measurement system known as Balanced Scorecard.
Prepare a 600-word paper on one of the following two choices: 1. The history
and application of Kaizen to Process Improvement or 2. The history,
application, and benefits of the Balanced Score Card as a tool for Performance
Measurement. You should not limit your research to online materials. There are
an abundance of scholarly books and articles available on these topics. Submit
the completed paper to your Dropbox.

You will research your choice of these topics and work to
determine the impact they have had in the areas of process improvement and
performance measurement.

The project will require sustained research effort until the
paper is submitted. You are encouraged to begin work on the project during Week
4 and be prepared to submit the required project deliverables by the end of
Week 5. A basic APA tutorial can be found in the webliography, and a paper
template can be found in Doc Sharing.

Guidelines

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The paper will be a short research paper on your choice of
either Kaizen as a process improvement methodology or the Balanced Scorecard
method of performance measurement. It will adhere to the grading specifications
as described below. The student will submit a paper of at least 600 words, not
including title page and references, by the end of class Week 5. The student
will use a minimum of three references. All references are to be from academic
journals, professional or academic textbooks, authored websites, or standard
business publications such as The Wall Street Journal. Not more that 30% of the
content will be from direct quotations. The final score will be reduced by one
point for each percentage point when the direct quotations are over 30% of the
content.

NOTE: Wikipedia and unauthored websites are not acceptable
sources. Do not use these types of sources; otherwise, you will lose points.

The format of the paper should conform to the Publication
Manual for the American Psychological Association (APA), 6th edition, for the
title page, text, citations, references, and so forth. A basic APA tutorial can
be found in the Webliography, and a template for the paper can be found in Doc
Sharing. Completed papers will be submitted to your Dropbox as MS Word documents.
All graphics will be a part of the Word document and submitted as a file.
Documents authored in other applications such as WordPerfect or MS Works will
not be accepted.

This project is to be accomplished individually and will
reflect the work of each student. All DeVry University policies are in effect,
including the plagiarism policy. Late papers will not be accepted without prior
permission.

Submit your Kaizen or balanced score card research paper to
the Dropbox located on the silver tab at the top of this page by the end of
Week 5. For instructions on how to use the Dropbox, read these step-by-step
instructions or watch this Dropbox Tutorial.

See the Syllabus section “Due Dates for Assignments
& Exams” for due date information.

Best Practices

Back to Top
The following are the best practices in preparing this
paper. Sample papers, using APA format, are located in Doc Sharing. Other
useful information has also been provided there, including an APA paper
template.

Cover page: Include the person you prepared the paper for,
who prepared it, and the date.
Introduction: In APA format, the introduction is understood
to be the first content of your work; thus, it does NOT require a title.
The purpose of an introduction or opening:

Introduce the subject and why the subject is important.
Preview the main ideas and the order in which they will be
covered.
Establish the tone of the document.
Include in the introduction a reason for the audience to
read the paper. Also, include an overview of what you are going to cover in
your paper and the importance of the material. (This should include or
introduce the questions you are asked to answer on each assignment.)
Body of your work: Include titles to identify different
areas that you address. State the main ideas, major points in each idea, and
supporting information. Break down each main idea you will use in the body of
your paper. Show some type of division, like separate sections that are
labeled, separate groups of paragraphs, or headers. You would include the information
you found during your research and investigation.
Summary and conclusion: Summarizing is similar to
paraphrasing, but it presents the gist of the material in fewer words than the
original. An effective summary identifies the main ideas and major support
points from the body of your report. Minor details are left out.
Additional hints on preparing the best possible project:

Apply a three-step process of writing: plan, write, and
complete.
Prepare an outline of your research paper before you go
forward.
Complete a first draft, and then go back to edit, evaluate,
and make any changes required.
Use visual communication if it will help clarify and support
your work. Any material that can be removed and not affect the clarity of your
work is essentially filler and should be avoided. Filler distracts from the
flow of your work and will most likely cause you to lose points.
References: APA formatted references are required for this
assignment.
Back to Top

Course Project: Part 3 – Fujiyama Electronics Case Study
(due at the end of Week 7)

Objectives|Guidelines|Grading Rubrics|Best Practices
Objectives

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This case study looks at the behavior of a circuit board
process through the use of control charts. At least two control charts will
need to be constructed, and from them you will be asked to provide an
assessment of what you see. A template to facilitate the construction of the
control charts has been provided in Doc Sharing. You are not required to use
this template, however, it will greatly facilitate the solution.

Problem Statement

Fujiyama Electronics, Inc. has had difficulties with circuit
boards purchased from an outside supplier. Unacceptable variability occurs
between two drilled holes that are supposed to be 5 cm apart on the circuit
boards. Thirty samples of four boards each were taken from shipments from the
supplier as shown in the data from the worksheet below. Data in the worksheet
below can also be accessed in Doc Sharing in a file named Fujiyama Electronics
Sample Data.

Fujiyama Electronics

Observations
Sample 1 2 3 4
1

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The student will submit the completed case study in a Word
document to the Dropbox by the end of class Week 7. The paper is worth 50
points.

The student will complete and/or answer the following
questions:

Calculate X-Bar-Bar, R-Bar, and associated control limits
using the data in the table above.
Create X-Bar•R (Average & Range) Control Charts from the
data in the table above.
Discuss notable out-of-control conditions displayed in the completed
X-Bar•R (Average & Range) Control Charts. Only consider points outside the
control limits. Do not consider runs, set of points within certain zones, and
so forth.
If the conditions you note could be defined as assignable
conditions, and they are removed from the process, then what will happen to the
X-Bar•R Control Chart?
Remove the data related to the out-of-control points you
observed from the original data, and recalculate new X-Bar-Bar, R-Bar, and
associated control limits.
Create new X-Bar•R (Average & Range) Control Charts from
your updated data.
Discuss how the two sets of Control Charts are different.
What has changed?
The format of the case study should conform to the
Publication Manual for the American Psychological Association (APA), 6th
edition, for the title page and text. Citations and references are not
required. A basic APA tutorial can be found in the Webliography, and a paper
template can be found in Doc Sharing. The completed case study will be
submitted to your Dropbox as an MS Word document. All graphics and charts will
be a part of the Word document and submitted as a file. Documents authored in
other applications such as WordPerfect or MS Works will not be accepted.

This project is to be accomplished individually, and it will
reflect the work of each student. All DeVry University policies are in effect,
including the plagiarism policy. Late papers will not be accepted without prior
permission.

Submit your Fujiyama Case Study paper to the Dropbox located
on the silver tab at the top of this page by the end of Week 7. For
instructions on how to use the Dropbox, read these step-by-step instructions or
watch this Dropbox Tutorial.

See the Syllabus section “Due Dates for Assignments
& Exams” for due date information.

check points

The Demg Cycle cludes all of the followg except

plan.

do.

assess.

check.

: See page 11

: 2 of 2

Comments:

Question 2. Question :

TCO 1) Which of the followg is most appropriate describg the
quality efforts undertaken with the scientific-management philosophy?

Defect prevention was emphasized.

Quality circles were extensively used.

Use of spection was widespread.

Quality was every worker’s responsibility.

: See page 6

: 2 of 2

Comments:

Question 3. Question :

(TCO 1) An employee’s _____ can be identified through the
answer to the question: “Who receives any item or formation as a result of
the work he or she performs?”

customers

suppliers

consumers

purchasers

: See page 96

: 2 of 2

Comments:

Question 4. Question :

(TCO 2) Systems thkg can be applied to the analysis of
_____.

manufacturg processes but not service processes

service processes but not manufacturg processes

any organization

neither manufacturg processes nor service processes

: See Lecture, The Systems Perspective

: 2 of 2

Comments:

Question 5. Question :

(TCO 1) Which of the followg is most appropriate describg
the quality efforts used the early 20th century?

Defect prevention was emphasized.

Quality circles were extensively used.

Use of spection was widespread.

Quality was every worker’s responsibility.

: See page 7

: 2 of 2

Comments:

Question 6. Question :

(TCO 1) My friend said to me, “Recently, I bought a
pair of shoes. I wore them for a few days but noticed the laces would not stay
tied. I took the shoes back to the store, but the clerk said the laces were fe.
I won’t buy that brand of shoe aga.” Which of the followg types of quality
did my friend use to judge the shoes as beg of low quality?

User-based

Value-based

Product-based

Judgmental

: See Lecture

: 2 of 2

Comments:

Question 7. Question :

(TCO 2) Which of the followg is NOT generally true about
service organizations?

Customers often are volved the service process.

Services are tangible.

Services cannot be stored, ventoried, or spected prior to
delivery.

Services are produced and consumed simultaneously.

:developed for services

customers are more volved manufacturg dustries

the outputs are less tangible

: See Lecture, Manufacturg and Service Quality

: 2 of 2

Comments:

Question 16. Question :

(TCO 2) Services are generally _____ tensive, whereas
manufacturg is more _____ tensive.

labor; equipment

quality; quantity

put; output

profit; cost

: See Lecture, Manufacturg and Service Quality

: 2 of 2

Comments:

Question 17. Question :

(TCO 2) Services differ from manufactured goods which of the
followg ways?

Service output is more easily measured.

Services tend to be produced and consumed simultaneously.

Service output is generally more tangible.

Providg service requires a lower degree of customization
than does manufacturg.

: See Lecture, Manufacturg and Service Quality

: 2 of 2

Comments:

Question 18. Question :

(TCO 1) Which of the followg is a defition of the
product-based quality?

The quantities of product attributes.

Not all products are fit for use.

Consumers frequently confuse products with services.

Product-based quality cannot be defed precisely; you just
know it when you see it.

: See Lecture

: 2 of 2

Comments:

Question 19. Question :

(TCO 2) Which of the followg systems do not have a role to
play assurg quality a manufacturg firm?

Sales

Purchasg

Product design

None of the above

: Lecture, The Systems Perspective

: 2 of 2

Comments:

Question 20. Question :

(TCO 1) A consumer purchases a generic product at a cost of
$5.00 stead of the competg brand-name product that sells for $7.00. The
consumer feels that there is no difference quality between the generic and
brand-name products. This scenario illustrates which of the followg defitions
of quality?

Manufacturg-based

Value-based

Product-based

User-based

: See Lecture

: 2 of 2

Comments:

Question 21. Question :

(TCO 2) Viewg a McDonald’s restaurant as beg composed of
order takg and cashier, grillg and food preparation, drive-through, purchasg,
and trag processes is an example of _____.

systems thkg

resource alignment

functional analysis

reengeerg

: See Lecture, The Systems Perspective

: 2 of 2

Comments:

Question 22. Question :

(TCO 1) At the organizational level, quality concerns should
center on meetg the requirements of the

ternal customer.

engeers and designers.

external customer.

top executives.

: See page 97

: 2 of 2

Comments:

Question 23. Question :

(TCO 2) Systems thkg _____.

has yet to be viewed as an important aspect the managg of
quality

has been determed to be an unimportant aspect the managg of
quality

TQM

is a controversial topic among quality-management
professionals

: See Lecture, The Systems Perspective

: 0 of 2

Comments:

2 of 2

Comments:

Question 3. Question :

(TCO 4) Deming’s services were not requested in the United
States until

1960s.

1970s.

1980s.

1990s.

: See page 10

2 of 2

Comments:

Question 4. Question :

(TCO 3) The Deming Prize was established in which of the
following countries?

Japan

Germany

The United States

Sweden

: See Page 11

2 of 2

Comments:

Question 5. Question :

(TCO 3) The framework for companywide quality control in
Japan is provided by _____.

the Shewhart Award

the Grant Award

the Deming Prize

the Baldrige Award

: See page 11

2 of 2

Comments:

Question 6. Question :

(TCO 3) The original aim of ISO 9000 was to ensure that

a forum for information exchange was available.

award products and services provided by registered
organizations were consistently fit for their intended purpose.

firms adopt quality-and productivity-improvement approaches.

awareness of productivity and quality were promoted.

: See page 233

2 of 2

Comments:

Question 7. Question :

(TCO 4) Which of the following individuals is credited with
having the greatest influence on quality management?

Philip B. Crosby

W. Edwards Deming

Kaoru Ishikawa

Joseph M. Juran

: See page 10

2 of 2

Comments:

Question 8. Question :

(TCO 3) The Malcolm Baldrige National Quality Award serves
several purposes, except _____.

to help improve organizational performance practices

to facilitate communication and sharing of best practices

for guiding organizational planning and opportunities for
learning

to encourage the use of quantitative analysis to improve
quality

: See Lecture, Malcolm Baldrige Award

2 of 2

Comments:

Question 9. Question :

(TCO 3) All of the following are true regarding ISO 9000
series, except _____.

ISO-certified organizations are assured of providing
superior product quality

the requirements provide a structure for a basic quality
assurance system

the standards describe processes affecting quality

individual sites, not entire companies, must achieve
registration individually

: See Chapter 14

2 of 2

Comments:

Question 10. Question :

(TCO 3) The Malcolm Baldrige National Quality Award was
established by which of the following?

Several American automobile industry executives

The American Society for Quality (ASQ)

An act of Congress

The Baldrige Consulting Group

: See page 7

2 of 2

Comments:

Question 11. Question :

(TCO 4) The Deming philosophy focuses on improvements in
product and service quality by _____.

inspecting 100% of output

reducing variation

reducing customer complaints

separating the planning and execution functions

: See Lecture, The Deming Approach

2 of 2

Comments:

Question 12. Question :

(TCO 4) Deming stressed that the ultimate responsibility for
quality improvement lies with _____.

design engineers

inspectors

top management

material suppliers

: See page 12

2 of 2

Comments:

Question 13. Question :

(TCO 3) ISO 9001 provides specific requirements for _____.

terms and definitions used

a quality management system

improving quality

outgoing quality levels

: See pages 234—235

2 of 2

Comments:

Question 14. Question :

TCO 3) The entity created under Public Law 100-107 is

Deming Prize

American Society for Quality Control Award

Malcolm Baldrige National Quality Award

ISO 9000 certification program

: See Lecture

2 of 2

Comments:

Question 15. Question :

(TCO 3) A cheaper alternative to competing for the Baldrige
award is _____.

The Deming Prize

Shingo Award

state competitions

Juran Prize

: See page 438

2 of 2

Comments:

Question 16. Question :

(TCO 3) The Malcolm Baldrige National Quality Award came
into existence in _____?

1980

1982

1987

1990

: See Lecture, Malcolm Baldrige Award

2 of 2

Comments:

Question 17. Question :

(TCO 3) The categories of criteria for the Baldrige award
include all of the following except _____.

leadership

strategic planning

customer focus

process focus

: See page 119

2 of 2

Comments:

Question 18. Question :

(TCO 4) Meeting quality goals during operations are which of
the processes of Juran’s Quality Trilogy?

Quality control

Quality design

Quality improvement

Quality planning

: See page 14

2 of 2

Comments:

Question 19. Question :

(TCO 4) Two United State consultants who worked with
Japanese managers during the 1950s to improve the quality of Japanese products
were which of the following individuals?

Crosby and Deming

Juran and Crosby

Crosby and Feigenbaum

Deming and Juran

: See pages 13—14

2 of 2

Comments:

Question 20. Question :

(TCO 4) Unlike Deming and Juran, _____ idea was that quality
was free.

Taguchi’s

Crosby’s

Ishikawa’s

Shewhart’s

: See Lecture

2 of 2

Comments:

Question 21. Question :

(TCO 4) Which of the following is true regarding inspection
under the Deming philosophy?

Inspection encourages quality production.

Inspection can be used to ensure quality.

Inspection should not be depended upon to improve quality.

Inspection adds value to the product.

: See page 12

2 of 2

Comments:

Question 22. Question :

(TCO 3) Companies found that the real value is in the
______.

winning an award

prestige

preparation

advertising

: See page 438

2 of 2

Comments:

Question 23. Question :

(TCO 4) Which of the following is not a part of the Deming’s
approach?

Constancy of purpose

Removing barriers

Management by objectives

Stop depending on inspection

: See pages 10—12

2 of 2

Comments:

Question 24. Question :

(TCO 4) Which of the following represents a point of
disagreement between Deming and Juran?

Upper management requires training and experience in
managing for quality.

Change can be accomplished within the organization’s
existing structure.

Commitment by top management is a necessity.

Employees need to know who uses their products.

: See Lecture, Juran’s Philosophy

2 of 2

Comments:

Question 25. Question :

(TCO 4) The total quality perspective states that higher
levels of _____ lead to higher levels of _____.

automation; quality

quality; productivity

inventory; quality

inspection; quality

: See page 8

2 of 2

Comments:

Question 26. Question :

(TCO 4) The quality pioneer that espoused the idea of
“zero-defects management” is which of the following individuals?

Joseph M. Juran

Frederick Taylor

Armand Feigenbaum

Philip B. Crosby

: See page 14

2 of 2

Comments:

Question 27. Question :

(TCO 4) Which of the following is the primary reason for
Deming’s position that slogans should be eliminated?

They create adversarial relationships.

Slogans benefit customers more than workers.

Not all workers can read the slogans.

Slogans are costly to maintain and periodically update.

: See page 12

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Comments:

Question 28. Question :

(TCO 3) ISO 9000 recertification is required every _____.

3 years

5 years

7 years

9 years

: See Lecture, ISO 9000 Series

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Comments:

Question 29. Question :

(TCO 3) ISO 9000 requires that organizations develop a
_____.

government

quality management system

retail approach

service

: See page 234

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Comments:

Question 30. Question :

(TCO 4) The Profound Knowledge system is attributed to which
of the following?

Philip B. Crosby

W. Edwards Deming

Armand Feigenbaum

Joseph M. Juran

: See Lecture, The Deming Approach

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Comments:

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Canada)

Question 1. Question : TCO 11) A standard deviation is a
_____.

sample

descriptive statistic

census

inference statistic

Question 2. Question : TCO 11) An arbitrary sample of
pertinent data is a _____.

judgment sample

simple random sample

systematic sample

stratified sample

Question 3. Question : (TCO 11) The sampling method in which
every item in the population has an equal probability of being selected is
called which of the following?

Simple random sampling

Stratified sampling

Systematic sampling

Judgment sampling

Question 4. Question : (TCO 11) Samples are selected to
obtain data about the characteristics of _____.

an experiment