Bsop326 -total quality management – check point – week 5

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(TCO 9) In a TQM manufacturing environment, the burden of inspecting the quality of purchased material rests with the _____.


transporter of the material



supplier of the material


user of the material


purchaser of the material



 2.        Question :         (TCO 9) Employees of an insurance firm are given the task of studying the very successful employee training program at a bank. This is an example of which of the following?


Process management


Strategic reengineering





Quality control



 3.        Question :         (TCO 9) Which type of process drives the creation of products and services, is critical to customer satisfaction, and has a large impact on the organization’s strategic goals?



Value-creation process


Support process


Outsourced process


Supplier process


 4.        Question :         (TCO 9) _____ are accountable for process performance.


Process managers



Process owners


Process workers


Process Black Belts


5.         Question :         (TCO 9) In the context of process management, _____ is the activity of ensuring conformance to the requirements and taking corrective action when necessary to correct problems and maintain stable performance, whereas _____ implies enhancing performance.


performance, innovation



control, improvement


inspection, anticipation


standardization, customization



 6.        Question :         (TCO 10) If a company finds that the level of employee satisfaction appears to predict turnover, then employee satisfaction represents ______ measure while turnover represents ______ measure.



a leading, a lagging


a prescriptive, a predictive


a dependent, an independent


a prevention, an appraisal


 7.        Question :         (TCO 10) A good, balanced scorecard should contain which of the following?


Lagging measures only


Leading measures only



Both lagging and leading measures


Neither lagging nor leading measures



 8.        Question :         (TCO 10) Operational improvement is an example of which of the following measures?


Customer-focused measure



Organizational effectiveness measure


Governance measure


Social responsibility measure



 9.        Question :         (TCO 10) An advantage of cost of quality measures is that management receives a report in which the unit of analysis is _____.









lost sales


 10.      Question :         (TCO 10) Regulatory/legal compliance and community service is an example of which of the following performance measures?


Financial and market measure


Governance measure


Human resource measure



Leadership and social responsibility measure



Question :         (TCO 9) Match the following:


 Process improvement




   Cycle time




   :Breakthrough improvement     


 2.        Question :         (TCO 10) What are the three main costs that relate to external failure costs?


 3.        Question :         (TCO 10) What are three of the five purposes of a performance measurement system?


 4.        Question :         (TCO 10) What are three of the five benefits listed that the right information to the right people can provide?


 5.        Question :         (TCO 9) What are three of the seven elements of effective quality control systems?


 6.        Question :         (TCO 9) What are three of the five activities that a total approach to product and process design involves?


 7.        Question :         (TCO 9) Briefly describe breakthrough quality improvement.




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