This document provides the questions and answers for the BSOP 588 Final Exam from DeVry University. It contains multiple choice and discussion questions covering a range of quality management topics, including lean approaches, Six Sigma methods, quality costs, customer satisfaction, and total quality management. The exam focuses on assessing students' understanding of key quality improvement frameworks, performance measurement, organizational culture, and quality system documentation requirements.

1. DEVRY BSOP 588 Final Exam 100% Correct
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BSOP 588 Final Exam 100% Correct
1. Question: (TCO E) Determining how customers will value your products can be assessed by all of the following EXCEPT:
2. Question: (TCO D) All of the following are stages in developing an improvement plan EXCEPT:​
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) Which one of the following would not be a primary step in the poka-yoke process?
5. Question: (TCO B) _____ measures are generally tracked by senior leadership to gauge overall organizational
performance.
6. Question: (TCO I) The cost associated with unplanned machine downtime, when operators halt the production line
after identifying an unacceptably high rate of defective output, should be classified as:
you link your discussion with examples of the older quality improvement programs (i.e. Deming, Juran, etc)

2. . Question: (TCO A) Lean approaches focus on:
8. Question: (TCO B) Robert Kaplan and David Norton developed a balanced scorecard which had four perspectives. Which one of the
following is NOT one of them?
9. Question: (TCO D) ISO 9000 requires that all the elements required for a quality system, such as control processes, measuring and test
equipment, and other resources needed to achieve the required quality of conformance, be documented in a _____, which serves as a
permanent reference for implementing and maintaining the system.
10. Question: (TCO H) Determining the most likely causes of defects occurs during 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) Identify three aspects of managing and using performance data so that it is useful to the organization. Provide an
example of each aspect. Be specific in your response.
3. Question: (TCO G) Discuss how the corporate culture is displayed and its role on quality management behavior. Please provide multiple
examples.
4. Question: (TCO F) What could be the reason(s) for failed quality management strategies?
5. Question: (TCO H) Explain the pArocess of design failure mode and effects analysis and describe how it could be applied to the cashier
checkout stand at a supermarket. Make sure you provide at least three examples.
6. Question: (TCO C) Some have argued the Six Sigma programs are merely repackaged versions of older quality improvement programs
that originally accompanied TQM initiatives in the 1980s. Present arguments both support and refute this view. Make sure you link your
discussion with examples of the older quality improvement programs (i.e. Deming, Juran, and so forth).
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:

3. 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 G) Discuss the three major reasons why companies adopt total
quality. Also, discuss the initial key steps are involved in the adoption process.
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 C) Some have argued the Six Sigma programs are merely
repackaged versions of older quality improvement programs that originally accompanied
TQM initiatives in the 1980s. Present arguments that both support and refute this view.
Make sure