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GSCM-326 Total Quality
Management Week 8 Final Exam
Complete Answer
GSCM-326 Total Quality Management Week 8 Final Exam _Answer
GSCM-326 Total Quality Management Week 8 Final Exam _Answer
Page 1
1. (TCO 1) Which of the following practices were utilized by most companies to maintain
quality levels until the start of the 1980s? (Points : 6)
Team-based initiatives
Process-improvement efforts
Design-quality reviews
Mass inspection
2. (TCO 1) Quality is most difficult to measure and analyze under which of the following
definitions? (Points : 6)
Judgmental
User-based
Product-based
Value-based
3. (TCO 2) Which of the following systems do not have a role to play in assuring quality in
a manufacturing firm? (Points : 6)
Sales
Purchasing
Tool Engineering
None (All answers have a role.)

4. (TCO 2) _____ is a challenge facing many service firms such as Avis, Inc.s Worldwide
Reservation Center that handles millions of calls and books more than six million
reservations in a year. (Points : 6)
The high volume of transactions leading to numerous opportunities for error
Service sector decline
The inability to define and measure quality
High labor turnover
5. (TCO 3) In which of the following categories can companies receive a Malcolm
Baldrige National Quality Award? (Points : 6)
Small business
Manufacturing
Service
All of the above
6. (TCO 3) ISO 9000:2000 defines a _____-based approach to quality management
systems. (Points : 6)
customer
statistics
process
product
7. (TCO 4) _____ is a method the Deming philosophy focuses on for improvements in
product and service quality. (Points : 6)
100 percent inspection
Reducing variation
Financial analysis
Separating the planning and execution functions of management
8. (TCO 4) The primary reason for Demings position that slogans should be eliminated is
which of the following? (Points : 6)
Most problems are a result of the system and cannot be eliminated without redesigning the
system.
Slogans take up valuable space in the production department.
Slogans are costly to maintain and periodically update.
Workers dont always understand the slogans.
9. (TCO 5) Measurable performance levels that define the quality of customer contact with
an organizations representatives are known as which of the following? (Points : 6)
Customer contact requirements
Quality function deployments
Indexed service standards
Consumer benefits packages
10. (TCO 5) Maintaining a clean, well-lit waiting room in a doctors office is an example
of which service-quality dimension? (Points : 6)
Competence
Courtesy

Communication
Tangibles
11. (TCO 6) The leadership skill of _____ is demonstrated by leaders who encourage
employees to participate in quality-improvement efforts and develop cross-functional
teamwork and customer-supplier partnerships. (Points : 6)
visioning
intuition
empowerment
self-understanding
12. (TCO 6) The _____ theory of leadership suggests that the manner in which leaders
deal with subordinates depends on contingent rewards and punishments. (Points : 6)
attributional
transactional
substitutes for leadership
emotional intelligence
13. (TCO 7) Employee suggestion systems have been used to identify ways to _____.
(Points : 6)
improve quality
reduce costs
improve worker safety
All of the above
14. (TCO 7) Under Herzbergs theory of motivation, worker safety would represent a(n)
_____ factor and advancement would represent a(n) _____ factor. (Points : 6)
motivational, maintenance
maintenance, motivational
attribute, innovative
innovative, attribute
15. (TCO 8) A group of employees in an office who are fully responsible for all aspects of
processing claims at an insurance company is an example of which of the following team
types? (Points : 6)
Problem-solving team
Project team
Virtual team
Self-managed team
16. (TCO 8) During the _____ stage of a teams life cycle, team members agree on roles,
ground rules, and acceptable behavior when doing the work of the team. (Points : 6)
Forming
Storming
Norming
Performing

17. (TCO 9) Which of the following is not part of a process control system? (Points : 6)
Comparison of actual results with the standard
A means of measuring accomplishment
A standard or goal
A backup process
18. (TCO 9) Process management consists of which of the following? (Points : 6)
Design, management, and improvement
Design, control, and improvement
Design, control, and standardization
Analysis, control, and improvement
19. (TCO 10) During Final Inspection at a shirt manufacturer, more than 1,500 shirts
were found with incorrect buttons. The manufacturer sold the shirts at 70 percent of the
normal price to a retailer who specializes in factory seconds. The revenue lost by the
manufacturer is considered which of the following? (Points : 6)
An internal failure cost
An appraisal cost
An external failure cost
A prevention cost
20. (TCO 10) The additional labor that is used when a machined part is returned to the
drilling department for rework to correct a quality problem is considered which of the
following? (Points : 6)
A prevention cost
An appraisal cost
An internal failure cost
An external failure cost
21. (TCO 11) Which of the following is NOT a principle of statistical thinking as a
philosophy of learning and action? (Points : 6)
All work occurs in a system of interconnected processes.
Variation exists in all processes.
All variation can be traced to human error.
Understanding and reducing variation are keys to success.
22. (TCO 11) Which of the following tools is most useful for viewing the variability of a
quality characteristic? (Points : 6)
Affinity diagram
Control chart
Checklist
Fishbone diagram
23. (TCO 12) Everything else remaining constant, when the sample size _____, sampling
error decreases. (Points : 6)
increases
decreases

stays constant
None of the above
24. (TCO 12) Determine the upper control limit (UCL) and lower control limit (LCL) for
an X-Bar chart if six samples of subgroup size 3 (n=3) were collected, the mean of the
sample averages is 4.7, and the mean of the sample ranges is 0.35. Determine the upper
control limit (UCL) and lower control limit (LCL) for an X-Bar chart.
CHART (Points : 30)
UCL = 4.86905, LCL = 4.53095
UCL = 4.90195, LCL = 4.49805
UCL = 4.72250, LCL = 4.14350
UCL = 5.05805, LCL = 4.34195
25. (TCO 12) Determine the upper control limit (UCL) and lower control limit (LCL) for
an R-chart if twenty samples of subgroup size 5 (n=5) were collected for a variable
measurement and the mean of the sample ranges equals 4.4. (Points : 30)
UCL = 9.3016, LCL = 0.0000
UCL = 1.4696, LCL = 0.0000
UCL = 11.3256, LCL = 0.0000
UCL = 8.8176, LCL = 0.0000
26. (TCO 13) Which of the following are the phases of the Six Sigma problem solving
approach? (Points : 6)
Define, Monitor, Analyze, Improve, Confirm
Define, Monitor, Analyze, Invest, Control
Define, Measure, Analyze, Improve, Control
Define, Measure, Analyze, Invest, Control
27. (TCO 14) Current research suggests leadership will have to change from: (Points : 6)
Process to position
Focus throughout the organization to a focus at the top
Power resulting from position to power resulting from knowledge
Feeling and emotional to logical and rational
Page 2
1. (TCO 3) Answer the following questions concerning ISO 9000:
1. Discuss the basic premise behind ISO 9000. (10 points)
2. Discuss three of the five objectives of ISO 9000. (10 points)
3. Discuss the three documents that make up ISO 9000. (10 points)
(Points : 30)
2. (TCO 14) Answer the following questions concerning cultural change and the
workforce:

1. Discuss three of the five behaviors that Juran and others suggest are needed to develop
quality cultural change. (10 points)
2. Discuss ownership at the workforce level and why it is important to the implementation
of TQM. (10 points)
3. Discuss how increased ownership requires increased sharing of information. (10 points)
(Points : 30)
3. (TCO 4) Demings Profound Knowledge consists of four elements. Answer the following
three parts relating to the variation element of Demings Profound Knowledge. Your
discussion should relate to this element of Demings Profound Knowledge and not
variation in general.
1. Explain how a quincunx can be used to explain variation. (10 points)
2. Why is understanding variation important, and what do we need to do about it? (10
points)
3. What tools do we need to use to understand variation, and why is using these tools
important to our decision-making process? (10 points)
(Points : 30)

GSCM-326 Total Quality

Management Week 8 Final Exam
Complete Answer