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(TCO 6) An effective leadership system is designed to accomplish all of the following, except _____.

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1. 

(TCO 6) An effective leadership system is designed to accomplish all of the following, except _____.

2. (

TCO 6) Effective strategic development in total quality organizations requires consideration of all of the following, except _____.

3. 

(TCO 3) The framework for company-wide quality control (CWQC) in Japan is provided by _____.

4. 

(TCO 3) All of the following are true regarding ISO 9000 series, except _____.

5. 

(TCO 1) A consumer purchases a generic product at a cost of $5.00 instead of the competing brand-name product that sells for $7.00. The consumer feels that there is no difference in quality between the generic and brand-name products. This scenario illustrates which of the following definitions of quality?

6. 

(TCO 1) During the Middle Ages, quality was built into the final product. This approach to quality was lost with the advent of _____.

7. 

(TCO 1) Which of the following is most appropriate in describing the quality efforts used in the early 20th century?

8. 

(TCO 2) Which of the following systems does not have a role to play in assuring quality in a manufacturing firm?

9. 

(TCO 2) Services are generally _____ intensive, whereas manufacturing is more _____ intensive.

10. 

(TCO 2) Conditions that facilitate high-quality service employees include which one of the following?

11. 

(TCO 2) Which of the following is NOT generally true about service organizations?

12. 

(TCO 3) Over the years, the Malcolm Baldrige National Quality Award criteria have been improved to include all of the following shifts in emphasis, except which of the following?

13. 

(TCO 5) Bill designs and maintains the inventory management software that his coworker John uses when customers call the company to place an order for merchandise. Bill is John's _____.

14. 

(TCO 5) Moments of truth are instances when which of the following occurs?

15. 

(TCO 7) Which of the following is not considered a hard measure of the effectiveness of human-resource management?

16. 

(TCO 4) The need to remove barriers to pride in workmanship is associated with which of the following individuals?

17. 

(TCO 4) The Deming philosophy focuses on improvements in product and service quality by _____.

18. 

(TCO 8) The key stages of a team's life cycle include all of the following, except for _____.

Page 2

1. 

(TCO 4) Deming's Profound Knowledge consists of four elements. Answer the following three parts relating to the psychology element of Deming's Profound Knowledge. Your discussion should reflect this element of Deming's Profound Knowledge and not psychology in general.

2. 

(TCO 1) Explain each of the following statements as they apply to modern quality management:

1. Customer service is the rule not the exception. (15 points)

2. The absence of defects is a given rather than a source of competitive advantage. (15 points)

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