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GSCM326 Total Quality Management all weeks discussion, case study and Quizzes
Devry GSCM326 Week 1 Discussion DQ 1 & DQ 2
DQ 1
Total Quality Management (graded)
What is total quality management (TQM)? Is it something you can install, like a refrigerator? How do you know TQM when you see it?
DQ 2
A System Perspective (graded)
When we talk about a system view, what are we interested in and why? Why is a system view so important to have if you are going to implement TQM?
Devry GSCM326 Week 2 Discussion DQ 1 & DQ 2
DQ 1
Deming’s 14 Points (graded)
Are Dr. Deming’s 14 points clear, concise, and achievable? If not, what do you think he had in mind? In Deming’s view, who needs to do what and why?
DQ 2
Quality Awards and Standards (graded)
The authors of our text talk about the Baldrige Award throughout their book. In previous versions, they even designed their text around this award. Given that our course is about TQM, an in-depth discussion of the Deming Prize would seem to be appropriate since it is the framework of company-wide quality control in Japan, which embodies what we call TQM in the United States, but is hardly discussed in our text.
So let’s do some research. Put on your investigative hats and see what you can find about the Deming Prize. You can use the Internet or any other sources you have available.
How do you see the Deming Prize criteria fitting into TQM? How does the Deming Prize compare to the Baldrige Award? What are the differences and similarities between the Deming Prize and the Baldrige Award?
Devry GSCM326 Week 3 Discussion DQ 1 & DQ 2
DQ 1
TQM Leaders (graded)
How do leaders behave when they are implementing TQM? What expectations should they set? What kind of leaders do TQM leaders need to be?
DQ 2
Who Is the Customer? What Are His or Her Needs? (graded)
What are the dimensions of service quality? How do these dimensions affect customer perception? How do the quality dimensions, as defined by David Gavin, relate to the dimensions of service quality?
Devry GSCM326 Week 4 Discussion DQ 1 & DQ 2
DQ 1
TQM and Teams (graded)
Teams are something we talk about a lot when it comes to TQM. Why are teams instrumental to TQM, or are they? What kinds of teams exist in a TQM operation?
DQ 2
Employee Involvement (graded)
Is it always good? What key elements are necessary to keep it going? Are there different kinds of involvement?
Devry GSCM326 Week 5 Discussion DQ 1 & DQ 2
DQ 1
Cost of Quality (graded)
Although a balanced scorecard is probably the way to go, most companies don’t seem to have a clue about the more fundamental aspects of quality, such as the cost of quality. So let’s start here. Just what do we mean when we talk about the cost of quality? What major areas does it include?
DQ 2
Supplier Relationships (graded)
An integral part of TCO 9 concerns supplier relationships. What kinds of relationships exist with suppliers? What can be done to reduce the number suppliers you use?
Devry GSCM326 Week 6 Discussion DQ 1 & DQ 2
DQ 1
Statistical Tools (graded)
Before you participate in this discussion, please review this week’s simulation.
Two tools were used by the group in the early analysis of their process. Why was it important for the group to use a histogram when they did? What could have happened if the group had not used it?
DQ 2
Inspection and Process Evaluations (graded)
Is 100% inspection good? Why or why not? What alternatives are there to 100% inspection?
Devry GSCM326 Week 7 Discussion DQ 1 & DQ 2
DQ 1
Implementing TQM (graded)
Over the last 6 weeks, you have been gaining insight into the ultimate question for this course. How do we implement TQM? Where do we begin? What key areas do we need to address first? Once we get our implementation started, what do we need to do in order to sustain our momentum?
DQ 2
Integrating TQM and SCM (graded)
How can TQM and SCM be integrated together? Why is this integration important? What things need to be considered before this is attempted?
Devry GSCM326 ALL Week Case Study (Wee3 Ishikawa Research Paper Case Study & Week 7 Case Study )
This project involves researching and writing a short biography on Dr. Kaoru Ishikawa. Our text addresses many of the areas in the management and control of quality and provides a great amount of information on a number of different quality concepts. However, the authors only mention Dr. Ishikawa in passing. Just who is Kaoru Ishikawa? Prepare a 1,000-word biographical paper on Ishikawa, describing his contributions to quality. You should not limit your research to online materials. Two of his books are excellent sources: (1) What Is Total Quality Control: The Japanese Way(1985) and (2) Guide to Quality Control (1976). Submit the completed paper to your Dropbox.
You will research this person’s life and work to determine the impacts that he has had in the world. You will define the quality leader’s significant contributions to modern quality practices in terms of major impacts in a specific organization. The project will enable you to understand
  • Ishikawa’s key ideas;
  • how Ishikawa has influenced quality practices throughout the world;
  • how his ideas fit into total quality management; and
  • the implications of Ishikawa’s ideas for the future of quality.
Devry GSCM326 Week 1 Quiz
Question 1. Question : (TCO 2) Which of the following perspectives of quality judges quality of a product on the basis of conforming to product specifications?
Manufacturing perspective
User perspective
Value perspective
Transcendent perspective
Question 2. Question : (TCO 2) The quality assurance function helps to achieve quality by
ensuring that the firm provides adequate training to its salespeople so that they can appropriately answer all customer queries.
ensuring that the firm complies with laws and regulations regarding such things as product labeling, packaging, safety, and transportation.
providing special statistical studies and analyses to the manufacturing or business support functions.
authorizing sufficient budgeting for equipment, training, and other means of assuring quality.
Question 3. Question : (TCO 1) Which of the following is a negative impact of information technology on the customer service provided by service organizations?
It has increased the labor intensity involved in the production of services.
It has resulted in lesser personal interaction between consumers and service providers leading to decreased customer satisfaction among some consumers.
It has decreased the speed of service.
It has restricted the ability of the customers to compare products with competitor brands before making a purchase.
Question 4. Question : (TCO 1) Kosher’s, a supermarket in Surbury, employs various strategies to provide good quality products to consumers at lower prices compared to other competing stores. This marketing strategy is most likely to influence the _____ perspective of quality.
Question 5. Question : (TCO 1) The inspection and testing function in a manufacturing system contributes to the quality of the product by
gathering information that can be used to improve the quality of the products.
selecting quality-conscious suppliers and ensuring that purchase orders clearly define the quality requirements specified by product design and engineering.
designing and maintaining the tools used in manufacturing of products.
selecting appropriate technologies, equipment, and work methods for producing quality products.
Question 6. Question : (TCO 2) According to Peter Scholtes, a noted consultant, when people don’t understand systems
they try to resist the process of change.
they are less likely to distinguish between fact and opinion.
they don’t see events as individual incidents but assume it to be the combined result of several independent forces.
they don’t understand the ancient African saying, “It takes a whole village to raise a child.”
Question 7. Question : (TCO 2) The maintenance of a quality management system is accomplished by
daily inspections.
weekly staff meetings.
internal audits.
external audits.
Question 8. Question : (TCO 2) A _____ is a set of functions or activities within an organization that work together for the aim of the organization.
hidden factory
Question 9. Question : (TCO 1) Which of the following terms best represents a firm’s ability to achieve market superiority?
Quality assurance
Competitive advantage
Question 10. Question : (TCO 1) Which of the following perspectives of quality provides the basis for coordinating the entire value chain?
Customer perspective
User perspective
Transcendent perspective
Value perspective
  1. 1. Question : (TCO 1) Deming preached the importance of top management leadership, customer-supplier partnerships, and what else that is important to a company?
Question 2. Question : (TCO 2) Systems thinking goes beyond just processes. It also includes what else?
Devry GSCM326 Week 2 Quiz
  1. 1. Question : (TCO 3) Which of the following has the higher degree of customer focus?
Six Sigma
ISO 9000
Baldrige award
None of the above
Question 2. Question : (TCO 3) According to your text, the Baldrige criteria, and Deming’s 14 points, Category 1 is devoted exclusively to leadership, and it is recognized as the principal driver of the management system and is discussed under
teach and institute leadership.
improve constantly.
learn the new philosophy.
statement of purpose.
Question 3. Question : (TCO 3) In the context of the criteria for performance excellence, the _____ category provides real-time information (measures of progress) for evaluation and improvement of processes and products, in alignment with overall organizational strategy.
operations focus
strategic planning
measurement, analysis, and knowledge management
Question 4. Question : (TCO 3) Leadership, strategic planning, and _____ categories represent the “leadership triad.”
measurement, analysis, and knowledge management
customer focus
workforce focus
operations focus
Question 5. Question : (TCO 3) The criteria for the Canadian Awards for Business Excellence are similar in structure to the criteria for the
Deming Prize.
American Society for Quality Control Award.
Malcolm Baldrige National Quality Award.
ISO 9000 Certification Program.
Question 6. Question : (TCO 4) In Juran’s quality trilogy, the process of preparing to meet quality goals is called
quality leadership.
quality control.
quality improvement.
quality planning.
Question 7. Question : (TCO 4) Who among the following influenced the development of a participative, bottom-up view of quality, which became the trademark of the Japanese approach to quality management?
Joseph Juran
  1. A. V. Feigenbaum
Kaoru Ishikawa
Philip B. Crosby
Question 8. Question : (TCO 4) According to Deming, a product or service possesses quality if
the production process engages more workforce.
the cost of the product or service exceeds its benefit.
it enjoys a sustainable market.
it shows variations in its production process.
Question 9. Question : (TCO 4) According to Point 1 of Deming’s 14 points for quality improvement, the responsibility of improving a firm’s competitive position lies with
top management.
middle management.
Question 10. Question : (TCO 4) With regard to quality management systems, a _____ is a formal document that demonstrates a commitment to achieving high quality and meeting customer expectations.
quality policy
quality memorandum
quality trilogy
quality minute book
  1. 1. Question : (TCO 4) Briefly state some the observations Peter Scholtes made concerning what happens when people do not understand the theory of knowledge.
Question 2. Question : (TCO 3) How is Deming’s Point 3 (understanding inspection) addressed in the Baldrige Award?
Devry GSCM326 Week 5 Quiz
Question 1. Question : (TCO 9) _____ is an approach for mistake-proofing processes, developed by Shigeo Shingo, that involves using automatic devices or simple methods to avoid human error.
Process mapping
Job enrichment
Question 2. Question : (TCO 9) Value-creation processes are sometimes called _____ processes.
job enrichment
quality circle
Question 3. Question : (TCO 9) When a service ranks low on the dimensions of customer contact, labor intensity, and customization, the service providers need to emphasize _____ to provide a high-quality service to the customers.
training provided to the employees
employee behavior
professional judgment of the employees
physical facilities and procedures
Question 4. Question : (TCO 8) Which of the following can be regarded as a task error in a service process?
Lack of courteous behavior
Failure to acknowledge a customer
Unclean facilities
Working on the wrong order
Question 5. Question : (TCO 9) The process of measuring a company’s performance against best-in-class companies and using that information as a basis to define the company’s targets, strategies, and implementation is known as
total quality management.
process mapping.
Question 6. Question : (TCO 10) _____ systems are software packages that integrate organizational information systems and provide an infrastructure for managing information across the organization.
Enterprise resource planning
Balanced scorecard
Juran’s quality trilogy
Question 7. Question : (TCO 10) _____ refers to an examination of facts and data to provide a basis for effective decisions.
Data warehousing
Question 8. Question : (TCO 10) Which of the following analytical approaches or technologies is most likely to be used for data mining?
Pareto diagram
Quincunx experiment
Fuzzy logic
Question 9. Question : (TCO 10) _____ knowledge is easily captured, stored, and disseminated using computer technology.
Question 10. Question : (TCO 10) _____ involves the discovery, learning, creation, and reuse of knowledge that eventually becomes intellectual capital—knowledge that can be converted into value and profits.
Knowledge costing
Knowledge internationalization
Rapid knowledge transfer
Knowledge interlinking
  1. 1. Question : (TCO 9) Define certified supplier as noted in our text.
Points Received: 10 of 10
Question 2. Question : (TCO 10) What are two of the six guidelines Mark Graham Brown suggests for designing a performance measurement system?
  • Fewer is better. Concentrate on measuring the vital few key variables rather than the trivial many.
  • Measures should be linked to the factors needed for success—namely, the key business drivers.
  • Measures should include a mix of past, present, and future to ensure that the organization is concerned with all three perspectives.
  • Measures should be based around the needs of customers, shareholders, and other key stakeholders.
  • Measures should start at the top and flow down to all levels of employees in the organization.
  • Measures should be changed or at least adjusted as the environment and strategy change.
See Chapter 12, page 605.
Devry GSCM326 Week 6 Quiz
  1. 1. Question : (TCO 11) The component of statistical methodology that includes the collection, organization, and summarization of data is called
descriptive statistics.
probability distribution.
statistical inference.
predictive statistics.
Question 2. Question : (TCO 11) A simple random sample is often use to estimate
point estimates.
random variables.
population parameters.
Question 3. Question : (TCO 11) Which of the following is not a type of sampling scheme?
Stratified sampling
Biased sampling
Cluster sampling
Judgment sampling
Question 4. Question : (TCO 11) If _____ is not used, _____ may be introduced.
random sampling; systemic error
judgment; bias
random sampling; bias
stratified sampling; systemic error
Question 5. Question : (TCO 11) If the variation in the process is due to common causes alone, the process is said to be
out of control.
in statistical control.
in precontrol.
out of capability.
Question 6. Question : (TCO 12) _____ are special types of data collection forms in which the results can be interpreted on the form directly without additional processing.
Check sheets
Run charts
Data sheets
Control charts
Question 7. Question : (TCO 12) The Pareto diagram was named after whom?
An Italian economist
Question 8. Question : (TCO 12) Attribute data are
not measurable.
Question 9. Question : (TCO 12) An alternative to using the R-chart is the
Question 10. Question : (TCO 12) Process capability calculations make little sense if the process
data were taken over a period of time.
is not in statistical control.
variations are due to common causes.
is not initiated.
  1. 1. Question : (TCO 12) Six samples of subgroup size 7 (n = 7) were collected. Determine the upper control limit (UCL) for an X-bar chart if the mean of the sample averages is 4.7 and the mean of the sample ranges is 0.35.
Factors for calculating control limits
n A2 D3 D4
2 1.880 0 3.267
3 1.023 0 2.574
4 0.729 0 2.282
5 0.577 0 2.114
6 0.483 0 2.004
7 0.419 0 1.924
Question 2. Question : (TCO 12) Twenty samples of subgroup size 2 (n = 2) were collected for a variable measurement. Determine the upper control limit (UCL) for an R-chart if the mean of the sample ranges equals 4.4.
Factors for calculating control limits
n A2 D3 D4
2 1.880 0 3.267
3 1.023 0 2.574
4 0.729 0 2.282
5 0.577 0 2.114
6 0.483 0 2.004


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