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BSOP 588 Week 8 Final Exam Version 2 (Taken 2012)
BSOP 588 Week 8 Final Exam Version 2 (Taken 2012)
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1. Question: (TCO E) Suggested reasons why many customer satisfaction efforts fail
include all of the following EXCEPT:
2. Question: (TCO D) The Six-Sigma problem solving approach contains the phases of:
3. Question: (TCO C) Terms such as kanban, single minute exchange of dies, and
visual controls are most closely associated with:
4. Question: (TCO C) Poka-yoke focuses on two aspects:
5. Question: (TCO B) _____ measures are generally tracked by senior leadership to gauge
overall organizational performance.
6. Question: (TCO I) The cost of purchasing copies of a textbook on quality for employees
as part of their training program in process improvement methods is considered:
7. Question: (TCO A) Which of the following is NOT a characteristic of a Six Sigma
project?
8. Question: (TCO B) A set of financial, market, operational, and employee performance
measures for management review and use is an example of:
9. Question: (TCO D) The Baldrige Award criteria, as a tool for self-assessment:
23. Question: (TCO G) Discuss the concept of best practices and their effect on quality
management success.
24. Question: (TCO G) Discuss the concept of best practices and their effect on quality
management success.
25. 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?
26. Question: (TCO E) According to Kanos 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?
27. Question: (TCO F) Characteristics of effective strategic leadership include all of the
following EXCEPT:
28. Question: (TCO A) General-purpose financial statements are the product of: