Quality Final - CHAPTER TWO

SHORT ANSWER: Identify and briefly discuss the core quality management content variables.

The core variables are leadership, employee improvement, quality assurance, customer role, and philosophy. The role of the leader in being the champion and major force behind quality improvement is critical. Leaders must be conversant with quality management approaches, and then lead by example. Employees must be trained and developed, and this must be viewed as a long-term undertaking that requires firms to invest in their employees. Quality can be assured only during the design phase. Therefore, efforts must be invested in designing products, services, and processes so that they are consistently of high quality. An understanding of the customer is key to quality management efforts. Adoption of a philosophy toward quality improvement is important because it provides the company with a map to follow during their quest for improvement.

________ means that all workers are responsible for their own work and perform needed inspections at each stage of the process to maintain process control. A) Quality at the source B) In-process management C) Constancy of purpose D) Parallel processing E) Just-in-time approach

A) Quality at the source

________ is the principle pioneer of benchmarking. A) Robert C. Camp B) Tom Peters C) Michael Hammer D) James Champy E) Stephen R. Covey

A) Robert C. Camp

________ minimizes the number of suppliers used, resulting in decreased variability. A) Parallel processing B) Just-in-time purchasing C) Management by objective D) In-process management E) Constancy of purpose

B) Just-in-time purchasing

The ________ of a theoretical model involves which variables or factors are included in the model. A) why B) what C) how D) who-where-when E) which

B) what

The ________ of a theoretical model involves the nature, direction, and extent of the relationship among the variables. A) why B) what C) how D) who-where-when E) which

C) how

What is the primary contribution of Philip Crosby? A) the concept of benchmarking B) his assertion that the entire organization should be involved in improving quality C) the zero-defects approach to quality improvement D) his emphasis on total involvement of the operating employees in improving quality E) the quality loss function and the concept of robust design

C) the zero-defects approach to quality improvement

A coherent group of general propositions used as principles of explanation for a class of phenomena is referred to as a(n) ________. A) postulate B) axiom C) theory D) corollary E) hypothesis

C) theory

SHORT ANSWER: Discuss the contributions of Philip Crosby to quality theory.

Crosby specified a quality improvement program consisting of 14 steps. These steps underlie the Crosby zero-defects approach to quality improvement. His approach also emphasized the behavioral and motivational aspects of quality improvement rather than statistical approaches. In his 14 steps, Crosby prescribed actions for management and workers within the context of his program.

The ________ of a theoretical model is responsible for placing contextual bounds on the theory. A) why B) what C) how D) who-where-when E) which

D) who-where-when

________ proposed "The 19 steps of Total Quality Control." A) Philip Crosby B) W. Edwards Deming C) Joseph M. Juran D) Genichi Taguchi E) Armand Feigenbaum

E) Armand Feigenbaum

TRUE OR FALSE: The "what" of a theoretical model involves the nature, direction, and extent of the relationship among the variables.

FALSE

TRUE OR FALSE: The departmental approach to design results in fast design cycles.

FALSE

TRUE OR FALSE: The reengineering approach focuses on the need for in-depth information gathering and analysis.

FALSE

TRUE OR FALSE: The theory of scientific management was proposed by Joseph Juran.

FALSE

SHORT ANSWER: Define theory. Provide an example of the use of theory in a business organization.

Generally, theory is a "coherent group of general propositions used as principles of explanation for a class of phenomena." For example, it might have been observed that many companies that have implemented quality improvement have experienced improved worker morale. Therefore, a theoretical model of quality and worker morale might be developed.

SHORT ANSWER: Explain the concept of reengineering proposed by Michael Hammer and James Champy.

Michael Hammer and James Champy urged a form of deductive reasoning combined with entertainment that has resulted in unfortunate consequences for many people and companies. The product of this collaboration is termed reengineering. The underlying precept of reengineering is sound: Firms can become inflexible and resistant to change and must be able to change in order to become competitive.

TRUE OR FALSE: According to Kaoru Ishikawa, the ideal state of quality control is when inspection is no longer necessary.

TRUE

TRUE OR FALSE: Control involves gathering data about a process to ensure the process is consistent.

TRUE

TRUE OR FALSE: The Taguchi concept of robust design states that products and services should be designed so that they are inherently defect-free and of high quality.

TRUE

TRUE OR FALSE: The Taguchi method provides a method for adjusting the mean of a process by optimizing controllable variables.

TRUE

The theory of scientific management was proposed by ________. A) Frederick W. Taylor B) Joseph M. Juran C) Philip Crosby D) W. Edwards Deming E) Kaoru Ishikawa

A) Frederick W. Taylor

________ was responsible for the development and dissemination of the basic seven tools of quality. A) Kaoru Ishikawa B) Philip Crosby C) Genichi Taguchi D) Armand Feigenbaum E) Joseph M. Juran

A) Kaoru Ishikawa

An arrow pointing from an independent variable to a dependent variable in a theoretical model typically implies ________. A) causality B) normality C) randomness D) proactivity E) synergy

A) causality

According to Juran, ________ is a process-related activity that ensures processes are stable and provides a relatively consistent outcome. A) control B) organizing C) planning D) improvement E) scheduling

A) control

What are the three aspects of Juran's trilogy? A) planning, control, and improvement B) cost, quality, and customer satisfaction C) labor, management, and system D) organizing, management, and control E) leadership, cost, and quality

A) planning, control, and improvement

Deming believed that poor quality resulted from ________. A) poor management of the system for continual improvement B) poor human resource management C) consumer complacency D) a lack of commitment on the part of management E) poor engineering and design

A) poor management of the system for continual improvement

What is the primary contribution of Robert C. Camp? A) the concept of benchmarking B) his assertion that the entire organization should be involved in improving quality C) the zero-defects approach to quality improvement D) his emphasis on total involvement of the operating employees in improving quality E) the quality loss function and the concept of robust design

A) the concept of benchmarking

The ________ of a theoretical model is the theoretical glue that holds the model together. A) why B) what C) how D) who-where-when E) which

A) why

SHORT ANSWER: Differentiate between control and breakthrough with an example.

According to Juran, control is a process-related activity that ensures processes are stable and provides a relatively consistent outcome. Control involves gathering data about a process to ensure the process is consistent. Breakthrough improvement implies the process has been studied and that some major improvement has resulted in large nonrandom improvement to the process. The difference between control and breakthrough can be understood when considering a disease such as polio. Control activities involved improving health by quarantining people who had the disease. Breakthrough improvement occurred with the development of the polio vaccine that eradicated the disease. It is important to understand that control and breakthrough-related activities should occur simultaneously.

SHORT ANSWER: Discuss the contributions of Armand Feigenbaum to quality thinking.

Armand Feigenbaum proposed 19 steps for improving quality. Feigenbaum's primary contribution to quality thinking in America was his assertion that the entire organization should be involved in improving quality. He was the first in the United States to move quality from the offices of the specialist back to the operating workers. Feigenbaum proposes a three-step process to improving quality. These steps involve quality leadership, quality technology, and organizational commitment. Leadership is the motivating force for quality improvement. Quality technology includes statistics and machinery that can be used to improve technology. Organizational commitment includes everyone in the quality struggle. Major impediments to improving quality included the four deadly sins of hothouse quality, wishful thinking, producing overseas, and confining quality to the factory.

________ refers to a process of setting annual goals, typically during a performance appraisal, that are binding on the employee. A) Just-in-time approach B) Management by objective C) In-process management D) Parallel processing E) Constancy of purpose

B) Management by objective

________ is also called the 80/20 rule. A) Ishikawa's quality philosophy B) Pareto's law C) Juran trilogy D) Taguchi method E) Deming's points for management

B) Pareto's law

Researchers use ________ to propose a model based on prior research and design an experiment to test the theoretical model. A) supposition B) deduction C) induction D) simulation E) abstraction

B) deduction

What is the primary contribution of Armand Feigenbaum? A) the concept of benchmarking B) his assertion that the entire organization should be involved in improving quality C) the zero-defects approach to quality improvement D) his emphasis on total involvement of the operating employees in improving quality E) the quality loss function and the concept of robust design

B) his assertion that the entire organization should be involved in improving quality

Which of the following factors is not addressed by the reengineering approach to quality improvement? A) team approach B) information analysis C) strategic planning D) customer focus E) quality assurance

B) information analysis

Which of the following variables is at the core of quality management? A) quality breakthrough B) quality assurance C) strategic planning D) information analysis E) team approach

B) quality assurance

What are the three steps proposed by Feigenbaum to improve quality? A) quality inspection, quality accountability, and quality control B) quality leadership, quality technology, and organizational commitment C) employee empowerment, total quality management, and statistical process control D) self-directed work teams, employee empowerment, and total quality management E) quality leadership, quality management, and total quality control

B) quality leadership, quality technology, and organizational commitment

Michael Hammer and James Champy are most closely identified with ________, A) statistical process control B) reengineering C) total quality management D) benchmarking E) Six Sigma quality

B) reengineering

The Taguchi concept of ________ states that products and services should be designed so that they are inherently defect-free and of high quality. A) homoscedasticity B) robust design C) quality loss function D) ideal quality E) design conformance

B) robust design

Quality loss function and robust design are concepts included in ________. A) Ishikawa's quality philosophy B) the Taguchi method C) Deming's 14 points for management D) the Juran trilogy E) Pareto's law

B) the Taguchi method

According to Juran, the language of management is ________. A) labor B) quality C) money D) performance E) improvement

C) money

The "14 points for management" were articulated by ________. A) Philip Crosby B) Joseph M. Juran C) Genichi Taguchi D) W. Edwards Deming E) Armand Feigenbaum

D) W. Edwards Deming

What is the major theoretical contribution of Kaoru Ishikawa? A) the concept of benchmarking B) his assertion that the entire organization should be involved in improving quality C) the zero-defects approach to quality improvement D) his emphasis on total involvement of the operating employees in improving quality E) the quality loss function and the concept of robust design

D) his emphasis on total involvement of the operating employees in improving quality

A theory that is generated by observation and description is said to have been developed by the process of ________. A) deduction B) abstraction C) simulation D) induction E) supposition

D) induction

The driving force of the Century of Productivity was the movement known as ________. A) total quality management B) statistical process control C) human resource management D) scientific management E) behavioral modification

D) scientific management

SHORT ANSWER: State Deming's 14 points for management.

Deming's 14 points for management represent many of the key principles that provide the basis for quality management in many organizations. Create constancy of purpose. Adopt a new philosophy. Cease mass inspection. End awarding business on the basis of price tag. Constantly improve the system. Institute training on the job. Improve leadership. Drive out fear. Break down barriers between departments. Eliminate slogans. Eliminate work standards. Remove barriers to pride. Institute education and self-improvement. Put everybody to work.

________ improvement implies that the process has been studied and that some major improvement has resulted in large, nonrandom improvement to the process. A) Ongoing B) Progressive C) Successive D) Continuous E) Breakthrough

E) Breakthrough

________ refers to a reference point for determining the quality level of a product or service. A) Quality of conformance B) Hothouse quality C) Quality loss function D) Specific quality E) Ideal quality

E) Ideal quality

________ is credited with democratizing statistics. A) Armand Feigenbaum B) Joseph M. Juran C) Genichi Taguchi D) Philip Crosby E) Kaoru Ishikawa

E) Kaoru Ishikawa

Which of the following points for management devised by Deming encourages parallel processing in focused teams? A) constantly improve the system B) create constancy of purpose C) institute education and self-improvement D) adopt a new philosophy E) break down barriers between departments

E) break down barriers between departments

Which of the following points for management devised by Deming involves the management committing resources to ensure that the quality job is completed? A) constantly improve the system B) eliminate work standards C) improve leadership D) adopt a new philosophy E) create constancy of purpose

E) create constancy of purpose

Quality experts agree that quality can be assured only during the ________ phase. A) production B) marketing C) analysis D) testing E) design

E) design

What is the primary contribution of Genichi Taguchi? A) the concept of benchmarking B) his assertion that the entire organization should be involved in improving quality C) the zero-defects approach to quality improvement D) his emphasis on total involvement of the operating employees in improving quality E) the quality loss function and the concept of robust design

E) the quality loss function and the concept of robust design

TRUE OR FALSE: A theory that is generated by observation and description is said to have been developed by the process of deduction.

FALSE

TRUE OR FALSE: According to Deming, poor quality was the fault of labor.

FALSE

TRUE OR FALSE: According to the theory of scientific management, the managers and engineers should be responsible for planning and executing the plans.

FALSE

TRUE OR FALSE: Constancy of purpose means that management commits resources in order to achieve quick returns and bottom-line results.

FALSE

TRUE OR FALSE: Deming proposes the need for mass inspection to improve quality.

FALSE

TRUE OR FALSE: Deming stressed the need for work standards on the factory floor.

FALSE

TRUE OR FALSE: Just-in-time purchasing increases the number of suppliers used, resulting in increased variability.

FALSE

TRUE OR FALSE: Quality loss function and robust design are concepts included in Ishikawa's quality philosophy.

FALSE

TRUE OR FALSE: Robert C. Camp's approach to management is value-based in that he proposes that people in management live a life that balances professional with personal and spiritual growth.

FALSE

TRUE OR FALSE: Strategic planning is at the core of quality management.

FALSE

TRUE OR FALSE: The zero-defects approach to quality improvement was proposed by Armand Feigenbaum.

FALSE

TRUE OR FALSE: Tom Peters is the principle pioneer of benchmarking.

FALSE

SHORT ANSWER: Describe Pareto analysis.

Joseph Juran identified an economic concept that he applied to quality problems. This economic concept is called Pareto's law or the 80/20 rule, and is named after the Italian economist Vilfredo Pareto. Pareto found that 80 percent of the wealth in Milan was held by 20 percent of the population. Using Pareto's law, we can see that the majority of quality problems are the result of relatively few causes.

SHORT ANSWER: Discuss the contributions of Kaoru Ishikawa to quality thinking.

Kaoru Ishikawa provided tools that worked well within the Deming and Juran frameworks. Perhaps Ishikawa's greatest achievement was the development and dissemination of the basic seven tools of quality (B7). As the developer of these tools, Ishikawa is credited with democratizing statistics. The major theoretical contribution of Ishikawa is his emphasis on total involvement of the operating employees in improving quality. Ishikawa is credited for coining the term "company-wide quality control" in Japan. His ideas were synthesized into 11 points that made up his quality philosophy.

SHORT ANSWER: Discuss the contributions of Stephen R. Covey to quality thinking.

Stephen R. Covey's approach to management is value-based in that he proposes that people in management live a life that balances professional with personal and spiritual growth. He coined seven habits based on his value-based approach to life. Be proactive Begin with the end in mind Put first things first Think win-win Seek first to understand and then to be understood Synergize Sharpen the saw Covey also published a book with an eighth habit: Find your voice, and inspire others to find theirs

TRUE OR FALSE: An arrow pointing from an independent variable to a dependent variable in a theoretical model typically implies causality.

TRUE

TRUE OR FALSE: Breakthrough improvement implies the process has been studied and that some major improvement has resulted in large nonrandom improvement to the process.

TRUE

TRUE OR FALSE: Fact-based improvement refers to an approach that favors information gathering and analysis.

TRUE

TRUE OR FALSE: Feigenbaum's three-step process to improve quality include quality leadership, quality technology, and organizational commitment.

TRUE

TRUE OR FALSE: Firms that are successful in improving quality take a contingency approach.

TRUE

TRUE OR FALSE: Hothouse quality refers to quality programs that receive a lot of hoopla and no follow-through.

TRUE

TRUE OR FALSE: Ideal quality refers to a reference point for determining the quality level of a product or service.

TRUE

TRUE OR FALSE: Just-in-time purchasing involves the usage of long-term contracts that result in the ability to develop and certify suppliers.

TRUE

TRUE OR FALSE: Kaoru Ishikawa is credited with democratizing statistics.

TRUE

TRUE OR FALSE: Management by objective refers to a process of setting annual goals that are binding on the employee.

TRUE

TRUE OR FALSE: Michael Hammer and James Champy are most closely identified with reengineering.

TRUE

TRUE OR FALSE: Quality at the source means that all workers are responsible for their own work and perform needed inspections at each stage of the process to maintain process control.

TRUE

TRUE OR FALSE: The "why" of a theory is the theoretical model that holds the model together.

TRUE

TRUE OR FALSE: The four elements of a theory are what, how, why, and who-where-when.

TRUE

TRUE OR FALSE: The major theoretical contribution of Ishikawa is his emphasis on total involvement of the operating employees in improving quality.

TRUE

TRUE OR FALSE: The three aspects of the Juran trilogy are planning, control, and improvement.

TRUE

TRUE OR FALSE: The underlying precept of re-engineering is that firms can become inflexible and resistant to change.

TRUE

TRUE OR FALSE: Using deduction, researchers propose a model based on prior research and design an experiment to test the theoretical model.

TRUE

TRUE OR FALSE: W. Edwards Deming enumerated the 14 points for management.

TRUE

SHORT ANSWER: Explain the Taguchi concept of robust design.

The Taguchi concept of robust design states that products and services should be designed so that they are inherently defect-free and of high quality. Taguchi devised a three-stage process that achieves robust design through what he terms concept design, parameter design, and tolerance design.

SHORT ANSWER: Discuss the contributions of W. Edwards Deming to quality thinking.

W. Edwards Deming has made a profound impact on quality thinking worldwide. Throughout his career, Deming gave seminars, wrote books, taught classes, and published articles to explain his approach to quality management. Deming's mantra was "continual never-ending improvement." The essence of his thinking was that quality is a function of the management within a firm, and is not the sole responsibility of workers. Deming used statistics to support his arguments. He argued that the goals of higher levels of quality would perhaps never be completely met, but firms that continually worked toward higher levels of quality would get better. He articulated his thinking in his "14 Points for Management."