PART 1

Question Compare and contrast the evolution of quality and the role it played in the management of U.S. and Japanese business firms from the 1950s to the present.

Question  Compare and contrast the following definitions of quality. Definition 1: Quality is the totality of features and characteristics of a product or service that bears on its ability to satisfy given needs. Definition 2: Quality is meeting or exceeding customer expectations.

Question Explain the three core principles of total quality.

Question  Identify and discuss five differences between service and manufacturing organizations.

Question  Cite two ways that the accounting function can contribute to the achievement of quality.

Question  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.

PART  2

Question  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  Identify and discuss the five key dimensions of service quality.

Question 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 "Moments of truth" are instances when:

Question  The ability of an organization to change in order to deal with increasingly hyper-turbulent environments is referred to

as:
Question The finance function is responsible for: