BSOP 588 Week 8 Final Exam

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1. (TCO E) Which of the following is NOT TRUE about the American Customer Satisfaction Index? (Points : 5) Question 2. 2. (TCO D) The Six-Sigma problem solving approach contains the phases of: (Points : 5) Question 3. 3. (TCO C) Lean production refers to approaches that originated at: (Points : 5) Question 4. 4. (TCO C) Poka-yoke is: (Points : 5) Question 5. 5. (TCO B) Marketplace performance indicators could include all of the following EXCEPT: (Points : 5) Question 6. 6. (TCO I) The cost of purchasing copies of a textbook on quality for employees as part of their training program in process improvement methods is considered: (Points : 5) Question 7. 7. (TCO A) _____ focuses on the elimination of waste in all forms, including defects requiring rework, unnecessary processing steps, unnecessary movement of materials or people, waiting time, excess inventory, and overproduction. (Points : 5) Question 8. 8. (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? (Points : 5) Question 9. 9. (TCO D) Formation of a quality policy is: (Points : 5) Question 10. 10. (TCO H) Which phase is the idea-gathering phase of DMAIC? (Points : 5) 1. (TCO B) Identify two key components of service system quality. Explain why these components are particularly important to service system quality (when compared to manufacturing system quality). (Points : 30)2. (TCO I) What criterion is used to classify a failure cost as

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