Chapter 1

Japanese companies made significant penetration into Western markets by which decades? a. 1950s b 1960s c. 1970s d. 1980s

1970s

Beginning in the ______, Many U.S. companies began to focus on improving quality through more effective management practices a. 1950s b 1960s c. 1970s d. 1980s

1980s

Managing for quality in organizational processes has been referred to as ______ while managing product quality has been referred to as ______. a. Big Q; little q b. little q; Big Q c. process management, total quality d. total quality, process management

Big Q, Little q

In the 1950s, the Japanese integrated quality throughout their organizations and developed a culture of _____ sometimes referred to by the Japanese term Kaizen a. consumer orientation b. internal competition c. process innovation d. continuous improvement

Continuos Improvement

the two US consultants that worked with the Japanese to integrate quality throughout their organizations in the 1950s were: a. Juran and crosby b. deming and crosby c. deming and juran d. juran and crosby

Deming and Juran

The following represent significant influences that brought on the "quality revolution" in the United States EXCEPT the: a. loss of national competitiveness b. findings of the american customer satisfaction index (ACSI) c. popularity of "made in Japan" products in the country d. broadcast of the NBC special program, if Japan can, why can't we?

Findings of the American Customer Satisfaction Index (ACSI)

In 1989, _____ was the first non-japanese company to be awarded Japan's coveted deming prize for quality a. Florida Power and light b. AT&T power systems c. Motorola Inc. d. General Electric

Florida power and light

Performance excellence results in all of the following EXCEPT: a. delivery of ever-improving value to customer and stakeholders b. improvement of overall organizational effectiveness and capabilities c. organizational and personal learning d. improved lateral communication

Improved lateral communication

Until the start of the 1980s, most U.S. companies focused on maintaining quality levels by utilizing which of the following practices? a. process improvement efforts b. design quality reviews c. mass inspection d. team-based initiatives

Mass inspection

In 1984, the US Government designated _____ as the National Quality Month. a. February b. October c. July d. March

October

The american Society for quality identified seven key forces that will influence the future of quality. Which of the following is NOT one of them? a. 21st century technology b. Aging Population c. healthcare d. organizational hierarchy

Organizational Hierarchy

The change in society's attitude from "let the buyer beware" to "let the producer beware" was fueled by all the following factors EXCEPT: a. government safety regulations b. product recalls c. popularity of TQM as a quality tool d. The rapid increase in product - liability judgements

Popularity of TQM as a quality tool

The ______ definition of quality is that it is a function of a specific, measurable variable and that differences in quality reflect differences in quality of some product attribute. a. manufacturing based b. product based c. value based d. user based

Product-based

Which of the following refers to any activity aimed at providing customers with products of appropriate quality along with the confidence that products meet customers' requirements? a. quality review b. quality control c. quality engineering d. quality assurance

Quality Assurance

_______ is a customer - focused and results oriented approach to business improvement that integrates many traditional quality improvement tools and techniques that have been tested and validated over the years a. Quality assurance b. kaizen c. Six Sigma d. Total quality

Six Sigma

An important implication that arises out of the forces that influence quality is that quality will take on more of a(n) _____ rather than _______, function a. strategic; tactical b. process; control c. regulatory; administrative d. internal; external

Strategic; tactical

An important implication that arises out of the forces that influence quality is that as the business world becomes more complex, quality must be approached from a(n) ______ rather than a(n) ________ perspective a. internal; external b. bottom-up; top-down c. Systems; process d. futuristic; historical

Systems; process

During the Middle Ages, quality was built into the final product. This approach to quality was lost with the advent of: a. engineering schools b. craft guilds c. automation d. The industrial Revolution

The industrial revolution

A. V. Feigenbaum recognized the importance of a comprehensive organizational approach to quality in they 1950s and coined the term _______. a. process control b. total quality control c. quality circle d. companywide quality control

Total Quality Control

The view that defines quality as the goodness of a product is referred to as the _____ definition on quality a. user-based b. transcendent c. incidental d. imminent

Transcendent

_____ is credited with developing control charts a. eli whitney b. frederick w. taylor c. walter shewhart d. w. Edwards Deming

Walter Shewhart

Quality assurance depends on two focal points in business a. design of products; control of quality during delivery b. adherence to policy; after sales service c. time and motion guidelines; management policy on quality d. global quality time and motion guidelines standards; workforce orientation and commitment

design of products; control of quality during delivery

The creation of separate quality departments in the early 1900s caused a. indifference to quality among workers and their managers b. upper management to be more knowledgable about quality c. production quality to substantially improve d. production efficiency to decline

indifference to quality among workers and their managers

The notion of quality has evolved into the concept of ____, which can be defined as an integrated approach to organizational performance management a. Six Sigma b. reengineering c. performance excellence d. customer - focused quality

performance excellence

Which of the following was the top priority of U.S. manufacturing in the time period immediately following World War II? a. quality b. production c. continuous improvement d. just-in-time manufacturing

production

A key contribution of Frederick Taylor's scientific management philosophy was to: a. reduce the reliance on inspectors for quality assurance b. increase the training and education workers received c. separate the planning function from the execution function d. combine individual work tasks to promote teamwork

separate the planning function from the execution function

One common notion of quality, often used by consumers, is that it is _____ superiority or excellence. a. contrasted to b. parallel to c. synonymous to d. confused with

synonymous to

The term ________ was developed by the US naval air systems command to describe its Japanese-style approach to quality improvement that is based on participation of all members of an organization in improving goods, services, and the organizational culture a. Total quality management b. company wide quality control c. quality circle d. process control

total quality management

The _____ definition of quality is of little practical value to managers as it does not provide a means by which quality can be measured or assessed as a basis for decision making a. transcendent b. user-based c. value-based d. traditional

transcendent

Which of the following is most appropriate in describing the quality efforts undertaken with the scientific management philosophy a. Defect prevention was emphasized b. quality circles were extensively used c. use of inspection was wide-spread d. quality was every worker's responsibility

use of inspection was wide-spread