·
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.
·
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:
·
(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.
·
(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:
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