chp2 multiple choice

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.

funnel

Feigenbaum popularized the term _____, which described the portion of plant capacity wasted due to poor quality.

hidden factory

Which of the following is the difference between Deming's and Juran's quality philosophy?

Juran sought to improve quality by working within the system familiar to managers.

Which of the following is one of the key elements of Dr. Ishikawa's quality philosophy?

Quality begins with education and ends with education.

Which of the following points about Crosby's absolutes of quality management is true?

The only performance measurement is the cost of quality.

Deming synthesized the underlying foundations of the 14 Points of improving quality into four simple elements which are called:

a system of profound knowledge.

Dr. Ishikawa is best known for developing a popular quality improvement tool called _____.

cause-and-effect diagram

In Juran's quality trilogy, the process of meeting quality goals during operations is called:

quality control.

_____ 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.

Common causes of variation

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). "

Crosby

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.

Deming Chain Reaction

Which one of the following Crosby's basic elements of improvement means that the top management must take quality improvement seriously?

Determination

Which of the following was one of Crosby's basic elements of improvement?

Implementation

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?

Kaoru Ishikawa

Which of the following terms refers to a device that illustrates a natural process of variation?

Quincunx

Which of the following is one of the four elements of Deming's system of profound knowledge?

Understanding variation

Which of the following principles supports statistical thinking, a philosophy of learning and action?

Variation exists in all processes.

The essence of Crosby's quality philosophy is embodied in what he calls the:

absolutes of quality management.

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:

diagnostic journey.

According to Deming, a product or service possesses quality if:

it enjoys a sustainable market.

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 _____.

organizational learning

According to the characterization of total quality by James W. Dean, Jr. and David E. Bowen, _____ are considered the foundation of the quality philosophy.

principles

In Juran's quality trilogy, the process of breaking through to unprecedented levels of performance is called:

quality improvement.

With regard to quality management systems, a ______ serves as a permanent reference for implementing and maintaining the system.

quality manual

In Juran's quality trilogy, the process of preparing to meet quality goals is called:

quality planning.

With regard to quality management systems, _____ is a formal document that demonstrates a commitment to achieving high quality and meeting customer expectations.

quality policy

Japanese scientists and Engineers established the Deming application prize in 1951 to recognize companies that show a high level of achievement in:

quality practices.

A _____ is a set of functions or activities within an organization that work together for the aim of the organization.

system

According to Peter Scholtes, a noted consultant, when people don't understand systems

they see the symptoms but not the deep causes of problems.

According to Peter Scholtes, a noted consultant, when people don't understand variation:

they see trends where there are none.

According to point one of Deming's 14 points for quality improvement, the responsibility of improving a firm's competitive position lies with ______.

top management

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.

total quality control

In Deming's view, _____is the chief culprit of poor quality.

variation

According to Crosby, _____ is a performance standard which involves concentrating on preventing defects rather than just finding a fixing them.

zero defects