Professional Documents
Culture Documents
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1.(TCO E) Which of the following is NOT TRUE about the American Customer
Satisfaction Index?(Points : 5)
It focuses on buyer satisfaction associated with consumer non-durable goods.
It was first conducted in 1994.
It is based on a large national sample of consumers.
It is designed to indicate national trends as well as industry trends.
Question 2.2.(TCO D) The Six-Sigma problem solving approach contains the
phases of:(Points : 5)
define, measure, analyze, improve, and control.
detect, measure, analyze, implement, and control.
define, monitor, analyze, improve, and confirm.
define, monitor, analyze, implement, and control.
Question 3.3.(TCO C) Lean production
refers to approaches that originated at:(Points : 5)
Ford.
Xerox.
Motorola.
Toyota.
Kaizen
Question 8.8.(TCO B) Robert Kaplan and David Norton developed a balanced
scorecard which had four perspectives. Which one of the following is NOT one of
them?(Points : 5)
Financial
Industry
Customer
Innovation and Learning
Question 9.9.(TCO D) Formation of a quality policy is:(Points : 5)
1.(TCO B) Identify two key components of service system quality. Explain why these
components are particularly important to service system quality (when compared to
manufacturing system quality).(Points : 30)
2.(TCO I) What criterion is used to classify a failure cost as internal versus external?
Give three examples of an internal failure cost and three examples of an external failure
cost.
3.(TCO G) Discuss how the corporate culture is displayed and its role on quality
management behavior. Please provide multiple examples.(Points : 30)
5.(TCO H) Explain the process of design failure mode and effects analysis and describe
how it could be applied to the cashier checkout stand at a supermarket. Make sure you
provide at least three examples.(Points : 40)
6.(TCO C) Some people assert that Six Sigma quality levels represent overkill in most
industry situations. Counter this assertion with industry examples where less than six
sigma level quality would significantly impact industry performance and perhaps social
welfare at large.(Points : 40)
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