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1. GSCM 588 Final Exam
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1. Explain the concept of lead and lag indicators. How would the
development of lead and lag indicators link to the development of a
robust and effective quality strategy? This answer must be in your own
words—significant cut and paste from the text or other sources is not
acceptable.
2. Explain the concept of the cost of quality model and then link your
explanation to how quality can be defined by organizations. What are
some advantages and disadvantages of the cost of quality model? This
answer must be in your own words—significant cut and paste from the
text or other sources is not acceptable.
3. Define benchmarking. Identify the three major types of
benchmarking, discuss their purposes, and provide examples. Be
specific in your response. This answer must be in your own words—
significant cut and paste from the text or other sources is not
acceptable.

2. 4. Explain the concept of mistake proofing. How can mistake proofing
be used to ensure that the proper corrective and preventive actions
(relative to problem solving) have been taken, and that those actions
were effective? This answer must be in your own words—significant
cut and paste from the text or other sources is not acceptable.
5. Explain the concept of control charts. Link your answer to how
control charts can be used to understand if suppliers are in control of
the processes in which they produce components. This answer must be
in your own words—significant cut and paste from the text or other
sources is not acceptable.
6. Explain the concept of quality function deployment. Link your
answer to how QFD can be used to understand if suppliers are in
control of the processes in which they produce components. This
answer must be in your own words—significant cut and paste from the
text or other sources is not acceptable.
7. Given our study of quality over the past 7 weeks, what value have
you found relative to the study of quality? How have your views on
quality developed over the course of our study? What have been the
two outcomes from this course that you will be able to apply personally
or professionally? Be sure to explain why. This answer must be in
your own words—significant cut and paste from the text or other
sources is not acceptable.

3. ==============================================
GSCM 588 Midterm Exam
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Question 1.1. (TCO A) Who is in the best position to define quality for
a product or service? Is it the customer, the producing organization,
regulators? Of the three stakeholders listed, who has the most input in
how quality is defined for a product or service? This answer must be in
your own words—significant cut and paste from the text or other sources
is not acceptable. (Points : 10)

4. Question 2.2. (TCO B) Explain the concept of delegated quality. How
might the achievement of a quality award or ISO certification reduce the
risk associated with delegated quality? This answer must be in your own
words—significant cut and paste from the text or other sources is not
acceptable. (Points : 10)

5. Question 3.3. (TCO A) Explain the differences between measuring
quality of a manufactured product and quality of a service. This answer
must be in your own words—significant cut and paste from the text or
other sources is not acceptable. (Points : 10)
Question 4.4. (TCO C) Identify and discuss five differences between
service and manufacturing organizations. This answer must be in your
own words—significant cut and paste from the text or other sources is
not acceptable. (Points : 10)

6. Question 5.5. (TCO A) Explain the Wisdom to Tradition model (Week 2
Lecture). How can the Wisdom to Tradition model be used improve the
quality culture of an organization? This answer must be in your own
words—significant cut and paste from the text or other sources is not
acceptable. (Points : 20)

7. Question 6.6. (TCO E) Relative to the statement “each customer has
value, but not all customers’ value are equal; businesses must rank
customers with respect to their value and treat customers accordingly”
(Week 3 Lecture), do you agree or disagree with this statement? Make
sure to explain the logic behind your answer. How does your answer link
to how quality is defined for different segments of customers? This
answer must be in your own words—significant cut and paste from the
text or other sources is not acceptable. (Points : 20)

8. Question 7.7. (TCO E) Explain the concept of the Kano model. Why is it
important for organizations to help customers establish Kano levels that
are appropriately linked to the value trait of quality? This answer must
be in your own words—significant cut and paste from the text or other
sources is not acceptable. (Points : 20)

9. Question 8.8. (TCO C) What can the leadership of an organization do to
ensure that quality issues, when they happen, reach the appropriate level
of leadership? Link your response to the development of a robust quality
strategy and the quality award process. This answer must be in your own
words—significant cut and paste from the text or other sources is not
acceptable. (Points : 20)
1.

10. Question :
(TCO A) Contrast the mindset of management under total quality and
more traditional management structures with respect to employees,
manufacturing, and leadership.
2.
Question :

11. (TCO B) Explain each of the following statements as they apply to
modern quality management.
a. Customer service is the rule, not the exception.
b.. The absence of defects is a given rather than a source of competitive
advantage.
Question :
(TCO A) Describe the relationship between quality and personal values.

12. 4.
Question :
(TCO H) Identify and discuss five differences between service and
manufacturing organizations.
5.
Question :

13. (TCO B) Cite two ways that the accounting function can contribute to
the achievement of quality.
6.
Question :
(TCO C) Compare and contrast the quality philosophies of Deming and
Juran.
1.

14. Question :
(TCO G) Discuss the concept of best practices and their effect on quality
management success.
2.
Question :
(TCO H) Identify and discuss the five key dimensions of service quality.
Given an example of a service and describe how a customer may define
quality along each of these dimensions.

15. Question #1
TCO H
A consumer at the grocery store has the choice between a $ 7 brand
name product and a $ 5 generic substitute. How will the customer’s

16. perception of quality affect the purchase decision? Is price or value more
important and why?
Question #2
TCO A
What is your definition of quality? How does your definition of quality
relate to the five traits of quality?

17. Question #3
TCO D
Compare and contrast the strengths and weakness of the Malcolm
Baldrige National Quality Award and ISO 9000:2000

18. Question #4 (30
points)
TCO C
Deming states that knowledge is not possible without theory, and
experience alone does not establish a theory. Explain this statement as it
applies to management decision making.

19. Question #5
TCO E
Explain why it is difficult to obtain a single, universal definition of
quality?
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20. GSCM 588 Week 3 Article Summary (2 Papers)
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This Tutorial contains 2 Papers
GSCM 588 Week 3 Article Summary
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GSCM 588 Week 6 Article Summary (2 Papers)
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21. This Tutorial contains 2 Papers
GSCM 588 Week 6 Article Summary
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GSCM 588 Week 7 Course Project (Major Paper) (2 Papers)
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This Tutorial contains 2 Papers
Topic Selection
Select a specific organization of interest to you and identify aquality
management related problem(s) in the firm. Examples may be poor
quality levels, high cost of quality, poor product or service design, high
levels of internal or external failures, and so on. Feel free to add to
this list if you need to.

22. You are taking on the role as a quality management consultant and
the executives of your chosen organization have asked you to submit a
recommended direction to implement a quality management initiative
to address the quality management related problem(s) you identified
above(e.g., Six Sigma, lean principles, TQM, SPC, balanced scorecard,
etc.).
You also need to identify which of the course TCOs and specific topics
in the Syllabus are related to the problem you identify.
Research Sources
All papers must have a minimum of eight scholarly sources (other
than textbook) cited within the text of the paper and identified in the
References section.
Additional research sources can be attached in an appendix.
All sources must be in two place: They need to be identified in the
References section and must also have a corresponding citation in the
body of the paper.
To access and use EBSCOhost for your research, use this link:
Paper Format
All papers should be single sided, doublespaced, and written in12-
point Times New Roman font.
The paper should be between 10 and 12 pages, excludingthe cover
page, reference pages, and appendices.
The first page should include the title of the work, student name,
address, telephone and e-mail address, course number, date, and
instructor’s name.

23. Follow APA style for general format and citations.
Paper sections must adhere to the guidelines below and each section
must be labeled in the text.
The language should be clear, concise, and precise.
The tone should be professional, consistent, and not filled with jargon.
Grammar and syntax (sentence structure) must be correct.
The report must be free of misspellings and typos.
Tables and Figures
All figures and tables must be referred to in your text before they
appear on the page.
Figures and tables should appear on the same page as the text that
refers to them, or on the next page.
All figures and tables need captions. Captions go below figures and
above tables.
Quotations and Citations
Quotations and citations are crucial components of a research paper.
Failure to properly cite research sources and borrowed ideas is
plagiarism.
Papers submitted without citations and references will be returned to
the student with no grade.
Refer to the APA style guide for assistance with properly citing quoted
and/or borrowed materials and ideas.
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