Part 1
Question 1. Contrast the mindset of management under total quality and more traditional management structures with respect to employees, manufacturing, and leadership.
Question 2. 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.
Question 3. Describe the relationship between quality and personal values.
Question 4. Identify and explain three challenges that firm's face in the future regarding quality.
Question 5. Discuss the importance of employees and information technology in the delivery of service quality. Use two examples of service firms to help support your discussion.
Question 6. Compare and contrast the quality philosophies of Deming and Juran.
Part 2
Question 1. 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 2. 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.
Question 3. The focus of the Malcolm Baldrige National Quality Award includes all of the following EXCEPT:
to recognize the achievements of high quality companies.
to establish guidelines and criteria for evaluation of quality improvement efforts.
to provide detailed information on how award winning enterprises achieved success.
to encourage the use of quantitative analysis to improve quality.
Comments:
Question 4. 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?
Student Answer: Dissatisfier.
Satisfier.
Exciter.
Delighter.
Comments:
Question 5. Characteristics of effective strategic leadership include all of the following EXCEPT:
Student Answer: serving as both leaders and team members.
demonstrating the importance of integrity through actions rather than simply articulating it.
thinking in terms of processes rather than outcomes.
viewing employees as resources.
Comments:
Question 6. The finance function is responsible for:
Student Answer: obtaining funds.
controlling the use of funds.
analyzing investment opportunities.
cost control policies.
All of the above.