Question ( TCO B ) Cite two ways that the accounting function can contribute to the achievement of quality .
Question ( 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 .
Question ( TCO G ) Cite three ways that middle management can impede an organization ’ s transition towards a total quality environment . Why is it important that middle management be supportive of a total quality initiative ?
Question ( TCO H ) Identify and discuss the five key dimensions of service quality .
Question ( TCO D ) The criteria for Performance Excellence for the Malcolm Baldrige award consist of a hierarchical set of categories , items , and areas to address . Which of the following four is NOT one of them ?
Question ( TCO E ) “ Moments of truth ” are instances when :
Question ( TCO F ) The ability of an organization to change in order to deal with increasingly hyper-turbulent environments is referred to as :
Question ( TCO A ) The finance function is responsible for :
( TCO A ) Discuss how a fast-food restaurant could measure its quality effectiveness using each of the following definitions of quality : product-based , user-based , valuebased , and manufacturing-based .
( TCO B ) Explain each of the following statements as they apply to modern quality management .
( TCO A ) Explain the three core principles of total quality .
( TCO H ) Discuss how front-line employees are critical to customer assessment of service quality . Identify the challenges faced by front-line employees .
( TCO B ) Cite two ways that the accounting function can contribute to the achievement of quality .
( 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 .
( TCO A ) Contrast the mindset of management under total quality and more traditional management structures with respect to employees , manufacturing , and leadership .