OSC BCOR 3050 EXAM 2 QUESTIONS
WITH VERIFIED ANSWERS. A+ GRADE
2025/2026.
Quality Management - ANS is a business philosophy, and encompasses several tools for
improving all processes. My maingoal for today is to introduce you to quality management and
instill inyou a belief that quality management provides a better way to do business.
What is quality? what makes something a quality product or service? - ANS the extent to
which the product or service meets or exceeds the expectations of the customer.
(qm)
so, who is the customer? - ANS 2 kinds
1)internal
2)external
internal customer - ANS inside an organization- works, employee in subsequent step of
production.
external customer - ANS outside the organization
(failure to meet the needs and expectations of the internal customer can result in a poor quality
product.)
1 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED
, traditionally quality increase and product? - ANS decreases
traditionally quality increases and cost? - ANS increases
What is the maingoal of U.S. managers? What is their "objective function"? - ANS - maximize
"short-term" profit
-DEMING: short term profits are no index of ability
Deming's chain reaction - ANS Improve quality --> Decrease costs --> Productivity improves --
> Capture market with better qaulity and price --> Stay in business --> Provide jobs
Total Quality Management (TQM) - ANS A prevention-based management system for
identifying and meeting customer needs at every level of the organization.
(TQM)
Here are some basic tenets: - ANS 1.Requires strong leadership
2.Customer driven
3.Process focus, continuous improvement
4.Short term projects, long term cultural change
5.People focus: empowerment, training, pride
PROCESS: - ANS is a sequence of activities that is intended to achieve some result.
characteristics that determine product quality - ANS 1.Performance
2.Features
3.Reliability
4.Conformance
2 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED
WITH VERIFIED ANSWERS. A+ GRADE
2025/2026.
Quality Management - ANS is a business philosophy, and encompasses several tools for
improving all processes. My maingoal for today is to introduce you to quality management and
instill inyou a belief that quality management provides a better way to do business.
What is quality? what makes something a quality product or service? - ANS the extent to
which the product or service meets or exceeds the expectations of the customer.
(qm)
so, who is the customer? - ANS 2 kinds
1)internal
2)external
internal customer - ANS inside an organization- works, employee in subsequent step of
production.
external customer - ANS outside the organization
(failure to meet the needs and expectations of the internal customer can result in a poor quality
product.)
1 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED
, traditionally quality increase and product? - ANS decreases
traditionally quality increases and cost? - ANS increases
What is the maingoal of U.S. managers? What is their "objective function"? - ANS - maximize
"short-term" profit
-DEMING: short term profits are no index of ability
Deming's chain reaction - ANS Improve quality --> Decrease costs --> Productivity improves --
> Capture market with better qaulity and price --> Stay in business --> Provide jobs
Total Quality Management (TQM) - ANS A prevention-based management system for
identifying and meeting customer needs at every level of the organization.
(TQM)
Here are some basic tenets: - ANS 1.Requires strong leadership
2.Customer driven
3.Process focus, continuous improvement
4.Short term projects, long term cultural change
5.People focus: empowerment, training, pride
PROCESS: - ANS is a sequence of activities that is intended to achieve some result.
characteristics that determine product quality - ANS 1.Performance
2.Features
3.Reliability
4.Conformance
2 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED
