7. 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 process 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: