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.