Chapter 10 The Baldrige Framework for Performance Excellence

B. Customer Focus

Leadership, strategic planning, and ____ categories represents the "leadership triad"

B. Canada

National Quality Institute is a nonprofit organization designed to stimulate and support quality-driven innovation within all enterprises and institutions, including business, government, education, and health care in

B. Bronze Award

Of the four levels of awards given in Australia, the ___ recipients will demonstrate Approach and Deployment that are well defined, planned, subject to review, and show evidence of improvement over time.

True

Over the years, the Baldrige Criteria have been streamlined and simplified; most significantly, the work "quality" was judiciously dropped in the mid-1990s

True

Six Sigma can have a significant impact on the cost of quality because of its focus on financial return

True

Six Sigma initiatives fulfill in part many of the elements of ISO 9000:2000

D. Project-by-project

Six Sigma is based on understanding and improving process on a ___ basis

Ture

Six Sigma is based on understanding and improving processes on a project-by-project basis

True

Six Sigma is not a substitute for continuous improvement

B. Critical to quality characteristic

A fundamental aspect of Six Sigma methodology is identification of CTQ characteristics that are vital to customer satisfaction, "CTQ" denotes:

C. Learn the new Philosophy

According to Baldrige Criteria and Deming's 14 points, communication of value, expectations, customer focus, and knowledge as a key area of the Senior Leadership item is discussed under:

B. Consensus

After the ____ review process for the Baldrige Award, the Panel of Judges selects potential applicants for site visits

B. Six Sigma

Broadway Inc. is a leading automobile manufacturer. To achieve customer satisfaction, during the process of producing a product or service, its management continuously gathers information needed by internal customer for process control activities to ensure that the product or service is meeting the critical to quality parameters. The management of Broadway Inc. is said to be following the ____ methodology

A. Six Sigma

Cindy Hayes, the CEO of spurling Inc., wants the organization to focus on measuring product quality, driving process improvement, and cost saving throughout the organization. To this end, she makes different teams and provides champions to sponsor project, provides training resource, and communicates progress and achievement. Cindy Hays is practicing the ___ methodology to lower cost of quality because of its focus on the financial return.

A. Impact on society

Compared to the Baldrige Award, the European Excellence Award place greater emphasis on the ____ category.

False

ISO 9000:2000 is a comprehensive business performance framework

False

ISO typically focus on measuring product quality and driving process improvement and cost savings throughout the organization

A. National Quality Award

In 2001, the China Association for Quality (CAQ) introduced the ____

A. Sustainability

In 2005, Baldrige introduced the concept of ___ - which refers to an organization's ability to address current business needs and to have the agility and strategic management to prepare successfully for the future, and to prepare for real-time or short-term emergencies-into the criteria

False

In the Baldrige Criteria, areas to address that request information on approach or deployment begin with the word "What"

A. How

In the Baldrige Criteria, areas to address that request information on approach or deployment begin with the word "___"

D. Learning

In the Baldrige assessment, ___ refers to how a company refines the approach through cycle of evaluation and improvement, encourages breakthrough change to the approach through innovation, and share refinements with other relevant work unit in the organization

B. Deployment

In the Baldrige assessment, _____ refer to the extent to which the approach is applied by a company addressing item requirements relevant and important to the organization, the approach is applied consistently, and the approach is used by all appropriate work unit

C. Integration

In the Baldrige assessment, _____ refers to the extent to which a company aligns the approach with the organization needs identified in the Organizational Profile and other process items.

False

In the context of Australian Business Awards, organizations at the Gold Award level should meet Silver recognition plus be able to demonstrate superior performance in a least three of the categories in the framework and also have scored at least 50 percent in each item

fales

In the context of the Bladrige Award process, deployment refers to refining the approach through cycles of evaluation and improvement

True

In the context of the characteristics of Baldrige Award Recipients, organizations that have leadership and governance systems in place measure the performance of their leadership and governance teams-which is not common practice

False

In the context of the criteria for performance excellence , the strategies planning category is positioned as the foundation for all other categories in the system framework that underlies the Baldrige

B. Results

In the context of the criteria for performance excellence the_______ category provides "real-time" information (measure of progress) for evaluation and improvement of processes and products, in alignmnet with overall organizational strategy

D. Strength overall performance, competitiveness, and future success

In the context of the criteria for performance excellence, the aim of strategy development is to:

True

In the context of the criteria for performance excellence, the result category provides "real-time" information for evaluation and improvement of processes and products, in alignment with overall organizational strategy

False

In the first stage of the Baldrige Award Process, each application is thoroughly reviewed by approximately seven examiners chosen from among leading professionals in business, education, health care, and nonprofit

False

Joseph Juran viewed the Baldrige Awards as a competition, which was fundamentally at odds with his teachings

A. Included in the Baldrige and the ISO 9000:2000 standers

Process management activities are:

D. ISO 9000:2000

Strong cement is a cement-manufacturing company headquartered in the U.S. As part of its organizational policy, the management establishes, plan, and implements measurement, monitoring, and improvement activities; monitors information about customer satisfaction as a performance metric: and acquires and analyzes data to determine improvement effectiveness. The management is following the guidelines of ___?

True

The Baldrige Award Criteria form a model for business excellence in any organization, weather large or small

C. Japan

The Baldrige Award is better fit to the national culture of ___ than it is to the United States

False

The Baldrige Criteria are prescriptive in they specify detailed procedures for achieving quality

True

The Baldrige program creates value for the U.S economy

False

The Canadian Award for Business Excellence quality criteria differ significantly in structure from the Baldrige Award Criteria

Fales

The EFQM frameworks based on the concept of excellence in corporation social responsibility refers to excellence as exceeding the maximum regulatory framework in which the organization operates and to strive to understand and respond to the expectation of their stakeholders in society

B. Governance and Social Responsibility

The Leadership category in the 2011-2012 Baldrige Criteria consists of two examination items: senior leadership and

C. Seven

The Malcolm Baldrige Criteria for Performance Excellence consist of how many categories?

A. Core Value and Concepts

The ___ represent the underlying philosophy of the Baldrige Criteria

True

The competitive Strategy level is where organizational strategy and Six Sigma must align, because it is at this level that the tools of Six Sigma can be most effectively applied

True

The criteria for performance excellence consist of a hierarchical set of categories, items, and areas to address

D. Return to Investment

The criteria for performance excellence for the Malcolm Bladrige Award consist of a hierarchical set of categories, items, and areas to address. Which of the following is NOT on of them

C. Malcolm Baldrige National Quality Award

The criteria for the Canadian and Awards for Business Excellence are similar in structure to the criteria for the:

True

The leadership category in the 2011-2012 Baldrige Criteria consists of two examination items; senior leadership and communication and organizational performance

Ture

The performance Excellence Award Criteria are based on components of the Malcolm Baldrige National Quality Award, and are geared toward China's unique business enviornmnet

C. Sustainability

The senior management at Life, Inc., a pioneer in the health care domain, came up with the blueprint to address the current issue facing the company. The blueprint provides the framework for the company to address the current business needs while giving it the agility and strategic management to prepare successfully for the future, to prepare fore real-time or short-term emergencies, and for workforce and customer engagement. Which of the following Baldrige organizational concepts is being used by the company?

True

The vision, values, and mission are to address ask organizations to answer the following questions: in creating a sustainable organization, how do senior leader develop and enhance their leadership?

A. ISO 9000:2000

Topline Inc. is a leading supplier of food products to retailer across the U.S. As part of its quality management principle, it focuses on product and service conformity for guaranteeing equity in the marketplace and concentrates on fixing quality system problems and product and service nonconformities, with the key requirement being customer focus. The guideline for the quality management system followed by Topline are as per the framework of ___.

C. Six Sigma

Which of the following focuses on measuring product quality and driving process improvement and cost savings throughout the organization?

C. ISO

Which of the following focuses on product and service conformity for guaranteeing equity in the marketplace and concentrates on fixing quality system problems and product and service

B. Winning a state award as a prerequisite to apply for the Baldrige Award

Which of the following is NOT an objective of state sponsored quality award?

C. In 1999, the criteria were reworded in a question format

Which of the following statement is true of developing of the Baldrige Criteria?

B. Governance and leadership metrics

____ is probably the most challenging concept for an organization to master in order to receive the Baldrige Award