MGT 398 Exam 1 HW
People view quality subjectively and in relation to differing criteria based on their individual roles in the production-marketing value chain.
True
The inspection step in manufacturing should ideally be used as a means of gathering information that can be used to improve quality of the products rather than simply to remove defective items
True
The receiving department in an organization ensures that the delivered items are of the quality specified by the purchase contract
True
The book "Quality Is Free" is written by _____.
Philip Crosby
Which of the following is true of quality management during the age of craftsmanship that existed before the advent of industrial revolution?
Quality assurance was informal and efforts were made to ensure that quality was built into products by the people who produced them.
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 terms refers to a device that illustrates a natural process of variation?
Quincunx
According to the product perspective of quality, larger number of product attributes are equivalent to higher quality
True
Although quality can drive business success, it cannot guarantee it, and one must not infer that business failures or stock price drops are the result of poor quality
True
Deming emphasized that knowledge is not possible without theory, and experience alone does not establish a theory
True
If quality is built into the product properly, inspection should be unnecessary except for auditing purposes and functional testing
True
Improvements in operations are achieved by reducing the causes and impacts of variation.
True
Inspection was the primary means of quality control during the first half of the twentieth century
True
One of the most important quality management techniques is basic statistics
True
AtlantiCare's 5Bs performance excellence framework includes _____.
financial performance
The purchasing department helps a firm in achieving quality by:
providing quality-improvement training to suppliers.
The quality assurance function helps to achieve quality by:
providing special statistical studies & analyses to the manufacturing or business support functions.
In Juran's quality trilogy, the process of meeting quality goals during operations is called:
quality control
With regard to quality management systems, a ______ serves as a permanent reference for implementing and maintaining the system.
quality manual
Customers evaluate a service primarily by the:
quality of the human contact.
Japanese scientists and Engineers established the Deming application prize in 1951 to recognize companies that show a high level of achievement in:
quality practices
In the context of the criteria for performance excellence, the _____ category provides "real-time" information (measures of progress) for evaluation and improvement of processes and products, in alignment with overall organizational strategy.
results
At orientation, new employees get a crash course in AtlantiCare's improvement methods, as well as a performance excellence framework called the _____.
5Bs
Of the four levels of awards given in Australia, the _____ recipients will demonstrate Approach and Deployment that are well defined, planned, subject to review, & show evidence of improvement over time.
Bronze Award Level
____ 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
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
AtlantiCare's business units set action plans that relate to strategic challenges identified by AtlantiCare as key to organizational success. Which of the following is a strategic challenge associated with health engagement?
Developing new business and care models to support and grow primary care
Dr. Ishikawa is best known for developing a popular quality improvement tool called _____.
cause-and-effect diagram
According to Dr. Ishikawa's philosophy, the ideal state of quality control occurs when inspection becomes necessary
False
According to the manufacturing perspective of quality, quality is based on the relationship of product benefits to price
False
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
Instituting a strategy of quality improvement usually helps to increase short-run profitability
False
Special causes of variation in a production process arise from internal sources that are inherent in the process
False
The quality assurance team in a firm is solely responsible for ensuring that the products produced meet the required quality specifications
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
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
The Leadership category in the 2011-2012 Baldrige Criteria consists of two examination items: Senior Leadership and _____.
Governance and Societal Responsibilities
Topline Inc. is a leading supplier of food products to retailers 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 guidelines for the quality management system followed by Topline are as per the framework of _____.
ISO 9000:2000
Which of the following statements is true of the development of the Baldrige Criteria?
In 1999, the criteria were reworded in a question format.
Which of the following is true regarding the six-sigma approach to quality improvement?
It integrates many traditional quality improvement tools and techniques that have been tested and validated over the years, with a bottom-line and strategic orientation.
The Baldrige Award is a better fit to the national culture of _____ than it is to the United States.
Japan
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.
The criteria for the Canadian Awards for Business Excellence are similar in structure to the criteria for the:
Malcolm Baldrige National Quality Award
Which of the following perspectives of quality is meaningful for production workers who are responsible for guaranteeing that design specifications are met during production?
Manufacturing perspective
In 2001, the China Association for Quality (CAQ) introduced the _____.
National Quality Award
Cindy Hayes, the CEO of Spurling Inc., wants the organization to focus on measuring product quality, driving process improvement, and cost savings throughout the organization. To this end, she makes different teams and provides champions to sponsor projects, provides training resources, and communicates progress and achievements. The entire plan is integrated into the strategic planning process. Project selections are made based on understanding of the financial as well as the nonfinancial benefits to the organization. Cindy Hayes is practicing the _____ methodology to lower the cost of quality because of its focus on the financial return.
Six Sigma
Which of the following focuses on measuring product quality and driving process improvement and cost savings throughout the organization?
Six Sigma
In 2000, New Jersey-based health care provider AtlantiCare began implementing _____ to push its performance levels to new heights.
The Baldridge Criteria
Which of the following statements is true of AtlantiCare?
The Home Health Division of AtlantiCare was awarded HomeCare Elite status by OCS Inc.
Which of the following is true regarding internal customers of an organization?
They receive goods or services from suppliers within the organization.
Which of the following perspectives of quality considers quality to be synonymous with superiority or excellence?
Transcendent perspective
Which of the following is one of the four elements of Deming's system of profound knowledge?
Understanding variation
Which of the following perspectives of quality is most likely to be meaningful to people who work in marketing because they are responsible for determining the needs and expectations of the customers?
User perspective
Which of the following is NOT an objective of state-sponsored quality awards?
Winning a state award as a prerequisite to apply for the Baldrige Award
_____ is probably the most challenging concept for an organization to master in order to receive the Baldrige Award.
Work systems and work processes
Deming synthesized the underlying foundations of the 14 Points of improving quality into four simple elements which are called:
a system of profound knowledge
The essence of Crosby's quality philosophy is embodied in what he calls the:
absolutes of quality management.
In the Baldrige assessment, _____ refers to the methods a company uses to achieve the processes addressed in each category.
approach
After the _____ review process for the Baldrige Award, the Panel of Judges selects potential applicants for site visits.
consensus
A fundamental aspect of Six Sigma methodology is identification of CTQ characteristics that are vital to customer satisfaction. "CTQ" denotes:
critical to quality characteristic.
The _____ perspective defines quality as the totality of features and characteristics of a product or service that bears on its ability to satisfy given needs.
customer
Which one of the following Crosby's basic elements of improvement means that the top management must take quality improvement seriously?
determination
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.
Six Sigma projects can be categorized in different levels, based upon their impact on results. Level 1 projects:
directly affect an organization's profit margin.
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
The inspection & testing function in a manufacturing system contributes to the quality of the product by:
gathering information that can be used to improve the quality of the products.
Feigenbaum popularized the term _____, which described the portion of plant capacity wasted due to poor quality.
hidden factory
In the Baldrige Criteria, areas to address that request information on approach or deployment begin with the word "_____."
how
Process management activities are:
included in the Baldrige and the ISO 9000:2000 standards.
According to Baldrige Criteria and Deming's 14 points, communication of values, expectations, customer focus, and knowledge as a key area of the Senior Leadership item is discussed under:
learn the new philosophy
In the Baldrige assessment, _____ refers to how a company refines the approach through cycles of evaluation and improvement, encourages breakthrough change to the approach through innovation, and shares refinements with other relevant work units in the organization.
learning
Six Sigma is based on understanding and improving processes on a _____ basis.
project-by-project
In the 1990s, New Jersey-based health care provider AtlantiCare built its operations around the concept that:
patients are the center of everything
In the 1990s, New Jersey-based health care provider AtlantiCare adopted the:
plan-do-check-act cycle.
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
The production of services differs from manufacturing as services:
produce outputs that are mostly intangible.
A consumer electronics company introduced a new music system into the market with multiple features like built in alarm, mobile and iPod charger, radio and many more. The company is trying to influence the _____ perspective of quality by providing multiple features in a single product.
product
The Malcolm Baldrige Criteria for Performance Excellence consist of how many categories?
seven
In the context of the criteria for performance excellence, the aim of strategy development is to:
strengthen overall performance, competitiveness, and future success.
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
sustainability
A _____ is a set of functions or activities within an organization that work together for the aim of the organization.
system
The value perspective defines quality of a product on the basis of:
the relationship of product benefits to price.
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.
AtlantiCare gives managers the tools they need to operate within a leadership environment referred to by the organization as the _____.
tight-loose-tight process (TLT)
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
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