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BSOP-326 Total Quality Management Week 4 High
Performance Work Systems – Midterm
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BSOP-326 Total Quality Management Week 4 High Performance Work
Systems – Midterm
1. Question: (TCO 6) An effective leadership system is designed to accomplish all of the
following, except _____.
: encourage initiative and risk taking
set expectations for performance improvement
ensure that organization takes precedence over purpose and function
provide a structure for decision making
2. Question: (TCO 6) Effective strategic development in total quality organizations requires
consideration of all of the following, except _____.
: the details of an organization's resulting resource commitments
the organization's strengths and weaknesses
the organization's mission, vision, and guiding principles
an environmental assessment
3. Question: (TCO 3) The framework for company-wide quality control (CWQC) in Japan is
provided by _____.
: the Shewhart Award
the Grant Award
the Deming Prize
the Baldrige Award
4. 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
5. Question: (TCO 1) A consumer purchases a generic product at a cost of $5.00 instead of the
competing brand-name product that sells for $7.00. The consumer feels that there is no difference in
quality between the generic and brand-name products. This scenario illustrates which of the following
definitions of quality?
: Manufacturing-based
Value-based

Product-based
User-based
6. Question: (TCO 1) During the Middle Ages, quality was built into the final product. This
approach to quality was lost with the advent of _____.
: engineering schools
craft guilds
automation
the Industrial Revolution
7. Question: (TCO 1) Which of the following is most appropriate in describing the quality
efforts used in the early 20th century?
: Defect prevention was emphasized
Quality circles were extensively used
Use of inspection was widespread
Quality was every worker's responsibility
8. Question: (TCO 2) Which of the following systems does not have a role to play in
assuring quality in a manufacturing firm?
: Sales
Purchasing
Product design
None of the above
9. Question: (TCO 2) Services are generally _____ intensive, whereas manufacturing is more
_____ intensive.
: labor, equipment
quality, quantity
input, output
profit, cost
10. Question: (TCO 2) Conditions that facilitate high-quality service employees include which
one of the following?
: Reward systems that recognize cost-cutting behaviors
Work environments that isolate employees from customers
Supervisors who act more as coaches and mentors than as administrators
Specialized job assignments, such as greeting customers
11. Question: (TCO 2) Which of the following is NOT generally true about service
organizations?
: Customers often are involved in the service process.
Services are capital intensive.
Services cannot be stored, inventoried, or inspected prior to delivery.
Services are produced and consumed simultaneously.

12. Question: (TCO 3) Over the years, the Malcolm Baldrige National Quality Award criteria
have been improved to include all of the following shifts in emphasis, except which of the following?
: From supplier quality to supplier partnerships
From a focus on current customers to a focus on current and future customers
and markets
From human-resource utilization to human-resource development and
management
From intra-industry rivalries to intra-industry alliances
13. Question: (TCO 5) Bill designs and maintains the inventory management software
that his coworker John uses when customers call the company to place an order for merchandise. Bill is
John's _____.
: internal customer
external customer
internal supplier
external supplier
14. Question: (TCO 5) Moments of truth are instances when which of the following occurs?
: New products are launched.
A firm is audited.
A customer comes into contact with an employee.
A new competitor enters the market with higher quality.
15. Question: (TCO 7) Which of the following is not considered a hard measure of the
effectiveness of human-resource management?
: Employee satisfaction
Productivity improvements
Cycle-time reductions
Employee turnover
16. Question: (TCO 4) The need to remove barriers to pride in workmanship is
associated with which of the following individuals?
: Crosby
Juran
Deming
Taguchi
17. Question: (TCO 4) The Deming philosophy focuses on improvements in product and
service quality by _____.
: inspecting 100 percent of output
Reducing variation
Reducing customer complaints
Separating the planning and execution functions
18. Question: (TCO 8) The key stages of a team's life cycle include all of the following, except
for _____.

: storming
adjourning
norming
rewarding
1. Question: (TCO 4) Deming's Profound Knowledge consists of four elements. Answer the
following three parts relating to the psychology element of Deming's Profound Knowledge. Your
discussion should reflect this element of Deming's Profound Knowledge and not psychology in general.
1. Discuss why psychology is important for us to understand.
2. Discuss how fear plays a part in this element.
3. Discuss how pay and motivation are of interest in this element.
2. Question: (TCO 1) Explain each of the following statements as they apply to modern
quality management:
1. Customer service is the rule not the exception.
2. The absence of defects is a given rather than a source of competitive advantage.