MGMT 425 CH 2

Deming emphasized that knowledge is not possible without theory, and experience alone does not establish a theory.

true

According to Crosby, _____ is a performance standard which involves concentrating on preventing defects rather than just finding a fixing them. a. zero defects b. continuous improvement c. Baldrige criteria d. breakthrough improvement

a

According to Peter Scholtes, a noted consultant, when people don't understand variation: a. they see trends where there are none. b. they are more likely to distinguish between fact and opinion. c. they know when expectations are realistic. d. they don't see events as individual incidents.

a

According to point one of Deming's 14 points for quality improvement, the responsibility of improving a firm's competitive position lies with ______. a. top management b. suppliers c. middle management d. employees

a

A company and the people in the company need to continually renew themselves to take in new approaches and relearn many older ones. This is called _____. a. organizational designing b. organizational learning c. organizational structuring d. organizational engineering

b

According to Deming, a product or service possesses quality if: a. the production process engages more workforce. b. the cost of the product or service exceeds its benefit. c. it enjoys a sustainable market. d. it shows variations in its production process.

c

A _____ is a set of functions or activities within an organization that work together for the aim of the organization. a. quincunx b. schema c. hidden factory d. system

d

Crosby's philosophy demonstrates that quality management practices will not save, but cost money.

false

Deming laid out a "quality improvement program" for companies such as Ford, GM, and Procter & Gamble, when invited to work with them to improve their quality.

false

A. V. Feigenbaum, a quality philosopher, promoted the use of quality costs as a measurement and evaluation tool.

true

Improvements in operations are achieved by reducing the causes and impacts of variation.

true

Juran advocated the use of quality cost accounting and analysis to focus attention on quality problems.

true

In Juran's quality trilogy, the process of breaking through to unprecedented levels of performance is called: a. quality improvement. b. quality control. c. quality planning. d. quality leadership.

a

In Juran's quality trilogy, the process of meeting quality goals during operations is called: a. quality control. b. quality planning. c. quality leadership. d. quality improvement.

a

The essence of Crosby's quality philosophy is embodied in what he calls the: a. absolutes of quality management. b. the breakthrough sequence. c. quality trilogy. d. Deming chain reaction theory.

a

Which one of the following Crosby's basic elements of improvement means that the top management must take quality improvement seriously? a. Determination b. Variation c. Implementation d. Suboptimization

a

With regard to quality management systems, _____ is a formal document that demonstrates a commitment to achieving high quality and meeting customer expectations. a. quality policy b. quality memorandum c. quality trilogy d. quality minute book

a

Deming synthesized the underlying foundations of the 14 Points of improving quality into four simple elements which are called: a. basic elements of improvement. b. a system of profound knowledge. c. the four steps to total quality control. d. absolutes of quality management.

b

Feigenbaum popularized the term _____, which described the portion of plant capacity wasted due to poor quality. a. exponential distribution b. hidden factory c. quincunx d. quality trilogy

b

In Deming's view, _____is the chief culprit of poor quality. a. concurrent engineering b. variation c. agility of the production process d. low level of tolerance in manufacturing

b

In accordance with Juran's breakthrough sequence, the path from problem to solution consists of two journey's and out of these two journeys, the one from symptom to cause is called: a. remedial journey. b. diagnostic journey. c. continuous improvement. d. breakthrough improvement.

b

Which of the following is the difference between Deming's and Juran's quality philosophy? a. Juran made top management commitment an absolute necessity. b. Juran sought to improve quality by working within the system familiar to managers. c. Juran demonstrated that quality management practices will save, not cost money. d. Juran viewed quality as imperative in the future competitiveness in global markets.

b

With regard to quality management systems, a ______ serves as a permanent reference for implementing and maintaining the system. a. quality minute book b. quality manual c. quality policy d. quality trilogy

b

_____ are a result of the design of the product and production system and generally account for about 80 to 95 percent of the observed variation in the output of a production process. a. Remedial causes of variation b. Common causes of variation c. Assignable causes of variation d. Special causes of variation

b

According to Peter Scholtes, a noted consultant, when people don't understand systems: a. they try to resist the process of change. b. they are less likely to distinguish between fact and opinion. c. they see the symptoms but not the deep causes of problems. d. they don't see events as individual incidents but assume it to be the combined result of several independent forces.

c

According to the characterization of total quality by James W. Dean, Jr. and David E. Bowen, _____ are considered the foundation of the quality philosophy. a. practices b. techniques c. principles d. variations

c

Japanese scientists and Engineers established the Deming application prize in 1951 to recognize companies that show a high level of achievement in: a. variation of production processes. b. human resource policies. c. quality practices. d. developing innovative products.

c

Which of the following is one of the four elements of Deming's system of profound knowledge? a. Quality leadership b. Suboptimization c. Understanding variation d. Modern quality technology

c

Which of the following points about Crosby's absolutes of quality management is true? a. Doing jobs right the first time is expensive. b. Quality means conformance to elegance, not requirements. c. The only performance measurement is the cost of quality. d. The burden of responsibility for solving quality problems falls only on the quality department.

c

Which of the following principles supports statistical thinking, a philosophy of learning and action? a. Variations make it easy to understand root causes in a production process issue. b. Understanding and increasing variation are keys to success. c. Variation exists in all processes. d. All work occurs in a system of independent processes.

c

Which of the following terms refers to a device that illustrates a natural process of variation? a. Hidden factory b. Six sigma c. Quincunx d. Balanced scorecard

c

Which of the following was one of Crosby's basic elements of improvement? a. Agility b. Variation c. Implementation d. Suboptimization

c

Who among the following influenced the development of a participative, bottom-up view of quality, which became the trademark of the Japanese approach to quality management? a. Joseph Juran b. A.V.Feigenbaum c. Kaoru Ishikawa d. Philip.B.Crosby

c

According to _____, the only performance measurement is the cost of quality, which is the expense of nonconformance and the only performance standard is "Zero Defects (ZD). " a. Ishikawa b. Juran c. Deming d. Crosby

d

Dr. Ishikawa is best known for developing a popular quality improvement tool called _____. a. u-chart b. process capability index c. histogram d. cause-and-effect diagram

d

Feigenbaum defined the term _____ as an effective system for integrating the quality development, quality maintenance, and quality improvement efforts of the various groups in an organization so as to enable production and service at the most economical levels which allow full customer satisfaction. a. absolutes of quality management b. basic elements of improvement c. quality trilogy d. total quality control

d

In Juran's quality trilogy, the process of preparing to meet quality goals is called: a. quality leadership. b. quality control. c. quality improvement. d. quality planning.

d

The _____ theory states that improvements in quality lead to lower costs because they result in less rework, fewer mistakes, fewer delays and snags, and better use of time and materials. Lower costs, in turn, lead to productivity improvements. a. Quincunx b. Basic Elements of Improvement c. Absolutes of Quality Management d. Deming Chain Reaction

d

The purpose of Deming's _____ experiment is to show that people can and do affect the outcomes of many processes and create unwanted variation by "tampering" with the process, or indiscriminately trying to remove common causes of variation. a. red beads b. hidden factory c. quincunx d. funnel

d

Which of the following is one of the key elements of Dr. Ishikawa's quality philosophy? a. Data with dispersion information are false data. b. Personnel management is the entrance and exit of quality. c. Remove the symptoms, not the root cause. d. Quality begins with education and ends with education.

d

According to Dr. Ishikawa's philosophy, data with dispersion information are false data.

false

According to Dr. Ishikawa's philosophy, the ideal state of quality control occurs when inspection becomes necessary.

false

Deming stressed that the lowest levels of operational staff in an organization must assume the overriding responsibility for quality management.

false

Dr. Kaoru Ishikawa, a quality philosopher, is best known for coining the phrase—total quality control.

false

Juran opposed Deming's policy which stated that fear can bring out the best in people.

false

Setting simple goals and targets is one of the practices that are used for implementing leadership as a quality management principle.

false

Special causes of variation in a production process arise from internal sources that are inherent in the process.

false

The total quality philosophy was initially based on only one principle—customer focus.

false

Unlike Deming, however, Juran proposed a major cultural change in the organization, and did not take up improving quality by working within the system familiar to managers.

false

Unlike other management gurus and consultants, Deming defined and described quality precisely.

false

Variation in a production process increases capacity utilization.

false

Variation in a production process makes it easier to find the root cause of the process issues.

false

A quality management system represents a specific implementation of quality concepts, standards, methods, and tools, and is unique to an organization.

true

According to Crosby, quality is judged solely on whether requirements have been met and nonconformance is the absence of quality.

true

Common causes of variation in a production process are a result of the design of the product and production system.

true

Dr. Kaoru Ishikawa, a quality philosopher, advocated collecting and analyzing factual data using simple visual tools, statistical techniques, and teamwork as the foundations for implementing total quality.

true

One of the most important quality management techniques is basic statistics.

true

The ISO 9000:1994 series standards were intended to provide confidence to customers and other stakeholders that quality requirements are being achieved in the delivered product.

true

The ISO 9001 requirement for audits forces an organization to review its quality system on a routine basis.

true

The core of a QMS is focused on creating the goods and services that customers want.

true