OMGT 5373 - Quality Management Midterm 2025-
2026 Most Recent Version Comprehensive 70
Questions and Verified Answers Accurate
Solutions Already Graded A+ Get it 100% Correct
1S - CORRECT ANSWER: Sort - Remove from the workplace what you do not need
and keep what you need
2S - CORRECT ANSWER: Set in Order - Give everything a place and a place for any
object
3 Components of Juran's Trilogy - CORRECT ANSWER: 1. Quality Planning - includes
process and product design
2. Quality Control - includes process control and trouble shooting
3. Quality Improvement - Includes self-managed and cross functional teams
3S - CORRECT ANSWER: Shine - Simply shine without excuses
4 Categories used on a "fishbone" diagram - CORRECT ANSWER: Manpower,
Materials, Methods, and Machines
4 Key Customer Satisfaction Measurements - CORRECT ANSWER: 1. Overall
Satisfaction (emotional)
2. Loyalty (affective, behavioral)
3. Series of Attribute Satisfaction (affective, cognitive)
4. Intention to Repurchase (behavioral)
4 Steps of the Deming Cycle - CORRECT ANSWER: Plan - Do - Check(Study) - Act
, 4S - CORRECT ANSWER: Standardize - to maintain the workplace create the standard
using a RACI table
5 Perceptions of Quality - CORRECT ANSWER: Customer, Product, User, Value,
Manufacturing
5 Steps to DMAIC - CORRECT ANSWER: Define, Measure, Analyze, Improve, Control
5 Why's problem solving technique - CORRECT ANSWER: A way to find the root cause
of a problem rather than trying to treat the symptoms.
5S - CORRECT ANSWER: Sustain - Sustain the workplace by using the standard
6 Reasons why Customer Satisfaction is Important - CORRECT ANSWER: 1. Leading
indicator of customer repurchase intention (loyalty)
2. Point of differentiation
3. Reduced customer churn
4. Increase customer lifetime value
5. Reduces negative word of mouth
6. Cheaper to retain customers than to acquire new ones
A - CORRECT ANSWER: Type of Cost for: Periodically Measuring the Calibration of
Instruments
A. Appraisal
B. External Failure
C. Internal Failure
D. Prevention
2026 Most Recent Version Comprehensive 70
Questions and Verified Answers Accurate
Solutions Already Graded A+ Get it 100% Correct
1S - CORRECT ANSWER: Sort - Remove from the workplace what you do not need
and keep what you need
2S - CORRECT ANSWER: Set in Order - Give everything a place and a place for any
object
3 Components of Juran's Trilogy - CORRECT ANSWER: 1. Quality Planning - includes
process and product design
2. Quality Control - includes process control and trouble shooting
3. Quality Improvement - Includes self-managed and cross functional teams
3S - CORRECT ANSWER: Shine - Simply shine without excuses
4 Categories used on a "fishbone" diagram - CORRECT ANSWER: Manpower,
Materials, Methods, and Machines
4 Key Customer Satisfaction Measurements - CORRECT ANSWER: 1. Overall
Satisfaction (emotional)
2. Loyalty (affective, behavioral)
3. Series of Attribute Satisfaction (affective, cognitive)
4. Intention to Repurchase (behavioral)
4 Steps of the Deming Cycle - CORRECT ANSWER: Plan - Do - Check(Study) - Act
, 4S - CORRECT ANSWER: Standardize - to maintain the workplace create the standard
using a RACI table
5 Perceptions of Quality - CORRECT ANSWER: Customer, Product, User, Value,
Manufacturing
5 Steps to DMAIC - CORRECT ANSWER: Define, Measure, Analyze, Improve, Control
5 Why's problem solving technique - CORRECT ANSWER: A way to find the root cause
of a problem rather than trying to treat the symptoms.
5S - CORRECT ANSWER: Sustain - Sustain the workplace by using the standard
6 Reasons why Customer Satisfaction is Important - CORRECT ANSWER: 1. Leading
indicator of customer repurchase intention (loyalty)
2. Point of differentiation
3. Reduced customer churn
4. Increase customer lifetime value
5. Reduces negative word of mouth
6. Cheaper to retain customers than to acquire new ones
A - CORRECT ANSWER: Type of Cost for: Periodically Measuring the Calibration of
Instruments
A. Appraisal
B. External Failure
C. Internal Failure
D. Prevention
