1. BSOP 588
Midterm, Case Study and Course Project
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Week 4 Midterm
(Essay questions with instructor comments)
1. Question: (TCO A) Discuss how a fast-food restaurant could measure its quality effectiveness
using each of the following definitions of quality………
2. Question: (TCO B) Explain each of the following statements as they apply to modern quality
management………
3. Question: (TCO A) Explain the three core principles of total quality.
4. Question: (TCO H) Discuss how front-line employees are critical to customer assessment of
service quality. Identify the challenges……...
5. Question: (TCO B) Cite two ways that the accounting function can contribute to the
achievement of quality.
6. Question: (TCO C) Deming states that knowledge is not possible without theory, and
experience alone does not establish a theory………
Week 5 Case Study
Quality in Practice; Using the balanced scorecard at the USPS
Week 7 Course Project
General Electric Quality Management
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