BSOP 326 Total Quality Management Complete Course

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Week 1

Week 1 DQ 1

What is total quality management (TQM)? Is it something you can install, like a refrigerator? How do you know TQM when you see it?

Week 1 DQ 2

When we talk about a system view, what are we interested in and why? Why is a system view so important to have if you are going to implement TQM?

Week 2

Week 2 DQ 1

Are Dr. Deming’s 14 Points clear, concise, and achievable? If not, what do you think he had in mind? In Deming’s view, who needs to do what and why?

Week 2 DQ 2

The authors of our text talk about the Baldrige Award throughout their book. In previous versions, they even designed their text around this award. Given that our course is about TQM, an in-depth discussion of the Deming Award would seem to be appropriate. . You can use the Internet or or any other sources you have available.

How do you see the Deming Prize criteria fitting into TQM? How does the Deming Prize compare to the Baldrige Award? What are the differences and similarities between the Deming Prize and the Baldrige Award?

Week 3

BSOP 326 Week 3 DQ 1

How do leaders behave when they are implementing TQM? What expectations should they set? What kind of leaders do TQM leaders need to be?

BSOP 326 Week 3 DQ 2

What are the dimensions of service quality? How do these dimensions affect a customer perception? How do the quality dimensions, as defined by David Garvin, relate to the dimensions of service quality?

Week 4

BSOP 326 Week 4 DQ 1

Teams are something we talk about a lot when it comes to TQM. Why are teams instrumental to TQM, or are they? What kinds of teams exist in a TQM operation?

BSOP 326 Week 4 DQ 2

Just what is employee involvement? Is it always good? What key elements are necessary to keep it going? Are there different kinds of involvement?

BSOP 326 MidTerm Exam

High Performance Work Systems

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

(TCO 6) The traditional approach to strategy deployment is which of the following?

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

(TCO 3) ISO 9001 provides specific requirements for _____.

(TCO 1) Conformance to specifications applies to which type of quality?

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

(TCO 1) Which of the following is most appropriate in describing the quality efforts used in the early 20th century?

(TCO 2) In any system, final inspection attempts to perform all of the following functions, except _____.

(TCO 2) Which of the following are considered to be two critical components of quality systems in service industries?

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

(TCO 2) Systems thinking can be applied to the analysis of _____.

(TCO 3) Over the years, the Malcolm Baldrige National Quality Award criteria have been improved to include all of the following shifts in emphasis, except which of the following?

(TCO 5) Bill designs and maintains the inventory management software that his coworker John uses when customers call the company to place an order for merchandise. Bill is John’s _____.

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

(TCO 7) Most companies still use traditional measures, such as _____, as a basis for compensation, while more progressive organizations use measures such as _____.

(TCO 4) Deming claimed that higher levels of _____ lead to higher levels of _____.

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

(TCO 8) The major difference between quality circles and project teams is which of the following?

TCO 4) Deming’s Profound Knowledge consists of four elements. Answer the following three parts relating to the psychology element of Deming’s Profound Knowledge. Your discussion should reflect this element of Deming’s Profound Knowledge and not psychology in general.

Discuss why psychology is important for us to understand. (10 points)
Discuss how fear plays a part in this element. (10 points)

Discuss how pay and motivation are of interest in this element. (10 points)

(TCO 1) Explain the difference between quality management practices prio to the 1900 with quality management practices in the 1990’s.

Week 5

BSOP 326 Week 5 DQ 1

Even in technical documents a picture can equal a thousand words.You can create illustrations, such as graphs, charts, diagrams, schematics, and images using a variety of software applications, such as Microsoft Visio, PowerPoint or Excel, and Adobe PhotoShop or Illustrator. For this discussion

using your text (Chapter 13) and documents that you have reviewed or used previously, what suggestions do you have for writers in regard to illustrations; and
what types of illustrations or graphics are you planning to use for your Course Project? How do you think they will benefit your readers’ understanding?

BSOP 326 Week 5 DQ 2

For this discussion, begin by reviewing the section in Chapter 2: Writing Initial Drafts (page 51). I also recommend exploring the Interactive Parallelism tutorial in the refresher port at THE|HUB.Based on the reading, the tutorial, and your experience, what are the best next steps after completing a comprehensive outline for a document? How do you get started with a draft? How do you personally overcome the challenges of writer’s block?

Week 6

Week 6 DQ 1

As we all know, the amount of information on the Internet is growing exponentially. Consequently, the need for creating or converting information into web-friendly formats is growing rapidly, as well. Technical communicators now often write content for websites, update a corporate blog or wiki, or manage a company’s social media presence on the Web.

For this discussion

describe the major differences in writing content for the Web versus writing for print; and
discuss the importance of web page design and interface. What elements do you feel make a website visually appealing or not?

Week 6 DQ 2

We often think of writing as a solitary task. However, as our text states, collaboration with coworkers and with subject matter experts (SMEs) actually rank as two of the most important skills for technical writers in the workplace. So, let’s discuss some ways to increase the efficiency and effectiveness of collaborative writing. For this discussion

explain the benefits derived from collaborating with others; and
discuss some of the common pitfalls when working collaboratively. How might you overcome these challenges? Please share any personal experiences you have had with working in a group or on a team.

Week 7

Week 7 DQ 1

Presentations in the workplace include everything from casual conversations in front of a few colleagues to making sales pitches to customers to giving speeches to large audiences. Further, as more and more organizations conduct business in multiple locations and globally, the use of webinars and other distance presentation tools is growing substantially. You will be creating a narrated PowerPoint show to present your Course Project. For this discussion

describe how you plan to organize your presentation for both your narration and your PowerPoint show. What information will you include? What will you leave out; and
discuss what you think are the most critical speaker characteristics for either live presentations or for web-based presentations.

Week 7 DQ 2

In this exploration of the final two stages of the writing process, we examine the value and mechanics of revising and proofreading our documents. A review of Chapter 2: Revising Drafts (page 52–54) and Chapter 17 on style is a good place to begin. For this discussion

contrast the differences between revising and proofreading. Which is harder for you?; and
share the strategies you have learned in this class and in other classes that work well in both of these stages.

BSOP 326 Week 7 Case Study:

BSOP 326 Week 7 Fujiyama Electronics Case Study

BSOP 326 Week 8 Final Exam

(TCO 1) Which of the following factors allowed Frederick Taylor’s scientific management philosophy to work well at the turn of the 20th century? (Points : 6) Which of the following is NOT a purpose of final product inspection? (Points : 6)

Question 2. 2. (TCO 1) Which of the following stakeholders require companies to make long-term commitments to, in the context of total quality? (Points : 6)

Question 3. 3. (TCO 2) Which of the following practices would NOT be found in a TQM company? (Points : 6) Question 4. 4. (TCO 2) Which of the following is NOT a purpose of final product inspection? (Points : 6)

Question 5. 5. (TCO 3) In which of the following categories can companies receive a Malcolm Baldrige National Quality Award? (Points : 6)

Question 6. 6. (TCO 3) ISO 9000 recertification is required every _____. (Points : 6)

Question 7. 7. (TCO 4) _____ considered top management’s commitment to quality an absolute necessity for TQM. (Points : 6)

Question 8. 8. (TCO 4) The primary reason for Deming’s position that slogans should be eliminated is which of the following? (Points : 6)

Question 9. 9. (TCO 5) Measurable performance levels that define the quality of customer contact with an organization’s representatives are known as which of the following? (Points : 6)

Question 10. 10. (TCO 5) Which of the following relates to the net present value of the customer? (Points : 6)

Question 11. 11. (TCO 6) A _____ is an approach that integrates an organization’s major goals, policies, and action sequences into a cohesive whole. (Points : 6)

Question 12. 12. (TCO 6) That the leaders develop the ability to inspire their subordinates to exert extraordinary efforts to achieve organizational goals is suggested by the _____ theory of leadership: (Points : 6)

Question 13. 13. (TCO 7) Which of the following would not be considered a leading practice in human resource management? (Points : 6)

Question 14. 14. (TCO 7) GE’s “Work-Out” program is an example of _____. (Points : 6)

Question 15. 15. (TCO 8) The key stages of a team’s life cycle include which of the following? (Points : 6)

Question 16. 16. (TCO 8) In firms that implement Six Sigma efforts, _____ are often targeted as future leaders. (Points

Question 17. 17. (TCO 9) Which of the following is not part of a process control system? (Points : 6)

Question 18. 18. (TCO 9) All the following are reasons for high error rates in manual inspection, except for _____.

Question 19. 19. (TCO 10) During Final Inspection at a shirt manufacturer, more than 1,500 shirts were found with incorrect buttons. The manufacturer sold the shirts at 70 percent of the normal price to a retailer who specializes in factory seconds. The revenue lost by the manufacturer is considered which of the following? (Points : 6)

Question 20. 20. (TCO 10) The additional labor that is used when a machined part is returned to the drilling department for rework to correct a quality problem is considered which of the following? (Points : 6)

Question 21. 21. (TCO 11) The Deming cycle is based on the premise that improvement comes from which of the following? (Points : 6)

Question 22. 22. (TCO 11) Which of the following was NOT illustrated by the Red Bead Experiment? (Points : 6)

Question 23. 23. (TCO 12) Which of the following constitutes an approach to reducing sampling error? (Points : 6)

Question 24. 24. (TCO 12) Determine the upper control limit (UCL) and lower control limit (LCL) for an X-Bar chart if six samples of subgroup size 6 (n=6) were collected, and the mean of the sample averages is 4.7 and mean of the sample ranges is 0.35. (Points : 30)

Question 25. 25. (TCO 12) Twenty samples of subgroup size 6 (n=6) were collected for a variable measurement. Determine the upper control limit (UCL) and lower control limit (LCL) for an R-chart if the mean of the sample ranges equals 4.4. (Points : 30)

Question 26. 26. (TCO 13) Which of the following are the phases of the Six Sigma problem solving approach? (Points : 6)

Question 27. 27. (TCO 14) Current research suggests leadership will have to change from: (Points : 6)

1. (TCO 3) Answer the following questions concerning ISO 9000:

Discuss the basic premise behind ISO 9000. (10 points)
Discuss three of the five objectives of ISO 9000. (10 points)
Discuss the three documents that make up ISO 9000. (10 points)

3. (TCO 4) Answer the following three parts relating Peter Scholtes’s observations in regard to the failure to understand Deming’s Profound Knowledge, which can result in severe problems.

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

2. (TCO 14) Answer the following questions concerning cultural change and the workforce:

Discuss three of the five behaviors that Juran and others suggest are needed to develop quality cultural change. (10 points)
Discuss ownership at the workforce level and why it is important to the implementation of TQM. (10 points)
Discuss how increased ownership requires increased sharing of information. (10 points)

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Monday, 31 October 2016

BSOP 326 All DQs,Midterm Exam,Case Study & Final Exam Devry