BSOP 588 Managing Quality – DeVry

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1. Question: (TCO E) Suggested reasons why many customer satisfaction efforts fail include all of the following EXCEPT:
2. Question: (TCO D) The Six-Sigma problem solving approach contains the phases of:
3. Question: (TCO C) Terms such as “kanban”, “single minute exchange of dies”, and “visual controls” are most closely associated with:
4. Question: (TCO C) Poka-yoke focuses on two aspects:
5. Question: (TCO B) _____ measures are generally tracked by senior leadership to gauge overall organizational performance.
6. Question: (TCO I) The cost of purchasing copies of a textbook on quality for employees as part of their training program in process improvement methods is considered:
7. Question: (TCO A) Which of the following is NOT a characteristic of a Six Sigma project?
8. Question: (TCO B) A set of financial, market, operational, and employee performance measures for management review and use is an example of:
9. Question: (TCO D) The Baldrige Award criteria, as a tool for self-assessment:
10. Question: (TCO H) Focusing on how to maintain improvements occurs in which DMAIC phase?

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1. Question: (TCO B) Explain why it is difficult to obtain a single, universal definition of quality. Be specific in your response.
2. Question: (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. Question: (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.
4. Question: (TCO F) Explain in detail why change is necessary in organizations. Describe the effects that change can have on quality management with respect to employee commitment and quality levels.
5. Question: (TCO H) Describe the six basic steps required to build the House of Quality. Describe, in general, where in the House are customer and technical requirements located. Also explain why it is important that each area of the House is “linked” with the others.
6. Question: (TCO H) Describe the six basic steps required to build the House of Quality. Describe, in general, where in the House are customer and technical requirements located. Also explain why it is important that each area of the House is “linked” with the others.

Gender and Sexual Orientation
Consider a time when you, someone you know, or someone with whom you have worked has felt discriminated against as a result of gender bias or sexual orientation.  Were there other diverse issues present, such as religion or racial background that made the situation even more difficult, due to family traditions and culture or other related concerns?  Describe a scenario, using appropriate citations, that demonstrates how a culturally sensitive human service worker would manage such a situation towards achieving a positive outcome in 250-300 words.  Remember that discrimination and prejudice can have many looks and perspectives not just the obvious or publicized.  Support your comments with two references and respond to at least two of your classmates.