BSOP 326 Midterm Exam 3 ANSWERS-New

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1. (TCO 6) An effective leadership system is designed to accomplish all of the following, except _____. (Points : 5)

2. (TCO 6) The traditional approach to strategy deployment is which of the following? (Points : 5)

3. (TCO 3) The criteria for the Canadian Awards for Excellence are most similar to which of the following? (Points : 5)

4. (TCO 3) ISO 9001 provides specific requirements for _____. (Points : 5)

5. (TCO 1) A consumer purchases a generic product at a cost of $5.00 instead of the competing brand-name product that sells for $7.00. The consumer feels that there is no difference in quality between the generic and brand-name products. This scenario illustrates which of the following definitions of quality? (Points : 5)

6. (TCO 1) During the Middle Ages, quality was built into the final product. This approach to quality was lost with the advent of _____. (Points : 5)

7. (TCO 1) Which of the following was the top priority of U.S. manufacturing in the time period immediately following World War II? (Points : 5)

8. (TCO 2) Which of the following systems does not have a role to play in assuring quality in a manufacturing firm? (Points : 5)

9. (TCO 2) An increasingly important component in quality for service firms is _____. (Points : 5)

10. (TCO 2) Services are generally _____ intensive, whereas manufacturing is more _____ intensive. (Points : 5)

11. (TCO 2) Systems thinking can be applied to the analysis of _____. (Points : 5)

12. (TCO 3) The Malcolm Baldrige National Quality Award serves several purposes, except _____. (Points : 5)

13. (TCO 5) “Moments of truth” are instances when which of the following occurs? (Points : 5)

14. (TCO 5) Which of the following is not true about the American Customer Satisfaction Index? (Points : 5)

15. (TCO 7) Which of the following is not considered a “hard” measure of the effectiveness of human-resource management? (Points : 5)

16. (TCO 4) Which of the following is the primary reason for Deming’s position that slogans should be eliminated? (Points : 5)

17. (TCO 4) The Deming philosophy focuses on improvements in product and service quality by _____. (Points : 5)

18. (TCO 8) The key stages of a team’s life cycle include all of the following, except for _____. (Points : 5)

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1. (TCO 4) Failure to understand Deming’s Profound Knowledge can result in some severe problems. Answer the following three parts relating Peter Scholtes's observations relating to the failure to understand Deming’s Profound Knowledge:

1. Discuss what happens when people do not understand variation. (10 points)
2. Discuss what happens when people do not understand systems. (10 points)
3. Discuss what happens when people do not understand psychology. (10 points)

(Points : 30)

2. (TCO 6) Answer the following three parts relating to the situational leadership theory:

1. Discuss the leadership style that would be used if maturity level of the follower was “able and willing.” (10 points)

2. Discuss the leadership style that would be used if maturity level of the follower was “unable but willing.” (10 points)

3. Discuss the leadership style that would be used if maturity level of the follower was “able but unwilling.” (10 points)X

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