The essence of Crosby’s quality philosophy is embodied in what he calls the:
The breakthrough sequence
Quality trilogy
Deming chain reaction theory
Absolutes of quality management
Deming emphasized that knowledge is not possible without theory, and experience alone does not establish a theory.
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). ”
Ishikawa
Deming
Crosby
Juran
Improvements in operations are achieved by reducing the causes and impacts of variation.
Setting simple goals and targets is one of the practices that are used for implementing leadership as a quality management principle.
Japanese scientists and Engineers established the Deming application prize in 1951 to recognize companies that show a high level of achievement in:
Quality practices
Developing innovative products
Human resource policies
Variation of production processes
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.
Basic elements of improvement
Total quality control
Feigenbaum popularized the term _____, which described the portion of plant capacity wasted due to poor quality.
Exponential distribution
Quincunx
Hidden factory
Which of the following was one of Crosby’s basic elements of improvement?
Suboptimization
Implementation
Variation
Agility
Juran agreed with Deming’s policy which stated that fear can bring out the best in people.
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.
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
Philip B. Crosby
A.V. Feigenbaum
Joseph Juran
Dr. Ishikawa is best known for developing a popular quality improvement tool called _____.
Process capability index
Cause-and-effect diagram
Histogram
U-chart
Which of the following terms refers to a device that illustrates a natural process of variation?
Six sigma
Balanced scorecard
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 engineering
Organizational designing
Organizational structuring
Organizational learning
Which of the following is the difference between Deming’s and Juran’s quality philosophy?
Juran made top management commitment an absolute necessity.
Juran sought to improve quality by working within the system familiar to managers.
Juran demonstrated that quality management practices will save, not cost money.
Juran viewed quality as imperative in the future competitiveness in global markets.
Dr. Kaoru Ishikawa, a quality philosopher, advocated collecting and analyzing factual data using simple visual tools, statistical techniques, and teamwork as the foundations for implementing total quality.
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
Red beads
The core of a QMS is focused on creating the goods and services that customers want.
According to Peter Scholtes, a noted consultant, when people don’t understand systems:
they see the symptoms but not the deep causes of problems.
they are less likely to distinguish between fact and opinion.
they try to resist the process of change.
they don’t see events as individual incidents but assume it to be the combined result of several independent forces.
Dr. Kaoru Ishikawa, a quality philosopher, is best known for coining the phrase, "total quality control."
Which one of the following Crosby’s basic elements of improvement means that the top management must take quality improvement seriously?
Determination
The ISO 9001 requirement for audits forces an organization to review its quality system on a routine basis.
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.
With regard to quality management systems, a quality ______ serves as a permanent reference for implementing and maintaining the system.
Trilogy
policy
Minute book
Manual
Deming synthesized the underlying foundations of the 14 Points of improving quality into four simple elements which are called:
The four steps to total quality control
A system of profound knowledge
In Juran’s quality trilogy, the process of breaking through to unprecedented levels of performance is called:
Quality control
Quality improvement
Quality leadership
Quality planning
In Juran’s quality trilogy, the process of meeting quality goals during operations is called:
A. V. Feigenbaum, a quality philosopher, promoted the use of quality costs as a measurement and evaluation tool.
A quality management system represents a specific implementation of quality concepts, standards, methods, and tools, and is unique to an organization.
According to Crosby, _____ is a performance standard which involves concentrating on preventing defects rather than just finding and fixing them.
Continuous improvement
Zero defects
Baldridge criteria
Breakthrough improvement
Which of the following is one of the key elements of Dr. Ishikawa’s quality philosophy?
Personnel management is the entrance and exit of quality.
Data with dispersion information are false data.
Remove the symptoms, not the root cause.
Quality begins with education and ends with education.
