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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
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
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
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.
user
product
manufacturing
value
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.
quincunx
schema
hidden
factory
system
Question
9. Question : (TCO 1) Which of
the following terms best represents a firm’s ability to achieve market
superiority?
Flexibility
Agility
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
results
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.
suppliers.
middle
management.
employees.
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.
Kaizen
Poka-yoke
Process
mapping
Job
enrichment
Question
2. Question : (TCO 9) Value-creation
processes are sometimes called _____ processes.
core
support
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.
benchmarking.
reengineering.
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.
Analysis
Data
warehousing
Interlinking
Clustering
Question
8. Question : (TCO 10) Which of the following analytical approaches or
technologies is most likely to be used for data mining?
Histogram
Pareto
diagram
Quincunx
experiment
Fuzzy
logic
Question
9. Question : (TCO 10) _____
knowledge is easily captured, stored, and disseminated using computer
technology.
Explicit
Indirect
Tacit
Allusive
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
Comments:
Question
2. Question : (TCO 10) What are
two of the six guidelines Mark Graham Brown suggests for designing a
performance measurement system?
A.
·
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.
statistics.
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?
Juran
An
Italian economist
Imai
Kano
Question
8. Question : (TCO 12) Attribute
data are
discrete.
not
measurable.
nonrandom.
continuous.
Question
9. Question : (TCO 12) An
alternative to using the R-chart is the
NP-chart.
S-chart.
C-chart.
P-chart.
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
