Discuss why psychology is important for us to understand,DEVRY BSOP 326 WEEK 4 MIDTERM EXAM

encourage initiative and risk taking
set expectations for performance improvement
ensure that organization takes precedence over purpose and function
provide a structure for decision making

Top-down
Back-and-forth (iterative)
Collaborative
Bottom-up

Deming Prize
American Society for Quality Control Award
Malcolm Baldrige National Quality Award
ISO 9000 certification program

terms and definitions used
a quality management system
improving quality
outgoing quality levels

User-based
Product-based
Manufacturing-based
Value-based

Quality
Production output
Continuous improvement
Just-in-time manufacturing

Defect prevention was emphasized
Quality circles were extensively used
Use of inspection was widespread
Quality was every worker’s responsibility

to provide the workers with the opportunity to control the quality of the product or service at their work stations
to ensure that no defective items reach the customer
to discover and help resolve production problems
to judge the quality of manufacturing

Information systems and technical standards
Employees and information systems
Production equipment and employees
Employees and inspection processes

information technology
worker healthcare
legal services
inventory management

manufacturing processes but not service processes
service processes but not manufacturing processes
both manufacturing and service processes
neither manufacturing processes nor service processes

From supplier quality to supplier partnerships
From a focus on current customers to a focus on current and future customers and markets
From human-resource utilization to human-resource development and management
From intra-industry rivalries to intra-industry alliances

internal customer
external customer
internal supplier
external supplier

It focuses on buyer satisfaction associated with consumer nondurable goods.
It was first conducted in 1994.
It is based on a large, national sample of consumers.
It is designed to indicate national trends as well as industry trends.

customer satisfaction, profit sharing
defect prevention, profitability
revenue growth, customer satisfaction
cycle-time reduction, cost management

Automation, quality
Quality, productivity
Inventory, quality
Inspection, quality

inspecting 100 percent of output
reducing variation
reducing customer complaints
separating the planning and execution functions

Quality circles are subcommittees of problem-solving teams.
Quality circles work on pre-chosen problems.
Quality circles do not meet regularly.
Quality circles do not disband after solving a specific problem.

1.(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.

1. Discuss why psychology is important for us to understand. (10 points)
2. Discuss how fear plays a part in this element. (10 points)
3. Discuss how pay and motivation are of interest in this element. (10 points
4. 2.(TCO 1) Explain the difference between quality management practices prio to the 1900 with quality management practices in the 1990’s.(Points : 30)