Managing Quality - Harvard Reading Quiz

Typical elements of TQM are: (Pick all that apply)

fact-based decision making focus on the customer's definition of quality

The costs of quality are broadly divided into two categories:

cost of quality failure cost of quality control

Quality management is the set of activities that an organization performs to improve and maintain the:

Quality of its products and services

T/F "Zero Defects" states that there is no such thing as an acceptable defect level and so a process must continuously improve.

True

T/F For the purposes of this article they define quality as: The degree to which a product or service meets or exceeds a customer's needs or expectations

True

T/F In the last 50 years management's thinking about quality has changed dramatically. One way it has changed is that they used to think a dedicated quality department is responsible for quality. However, now it is more likely they think that achieving quality is an integral part of operations and a shared responsibility of everyone in the organization.

True

T/F Marketing plays a critical role in managing quality by defining customer expectations and needs within the multiple dimensions of quality.

True

T/F The degree of match between specifications and the actual product or service is what we define as conformance quality.

True

Quality must be a priority for management at every stage of: (Pick all that apply

management of the process process design product design

Statistical tools are essential for conformance quality, but consistently attaining a high level depends equally on less tangible factors that include: (Pick all that apply).

managment mindset quality philosophy organizational culture