Exam (elaborations) BSOP 326

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) 2. (TCO 1) Quality is most difficult to measure and analyze under which of the following definitions? (Points : 6) 3. (TCO 2) Which of the following systems do not have a role to play in assuring quality in a manufacturing firm? (Points : 6) 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) 5. (TCO 3) In which of the following categories can companies receive a Malcolm Baldrige National Quality Award? (Points : 6) 6. 7. (TCO 3) ISO 9000:2000 defines a -based approach to quality management systems. (Points : 6) This study source was downloaded by from CourseH on :52:01 GMT -05:00 8. (TCO 4) is a method the Deming philosophy focuses on for improvements in product and service quality. (Points : 6) 9. (TCO 4) The primary reason for Deming's 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 don't always understand the slogans. 10. (TCO 5) Measurable performance levels that define the quality of customer contact with an organization's representatives are known as which of the following? (Points : 6) Customer contact requirements Quality function deployments Indexed service standards Consumer benefits packages 11. (TCO 5) Maintaining a clean, well-lit waiting room in a doctor's office is an example of which service-quality dimension? (Points : 6) Competence .......................Continued....................................