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INMGT 325- Chapter 2 Quiz

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Quality Management
Kelly Jablonski
Quiz by Kelly Jablonski, updated more than 1 year ago
Kelly Jablonski
Created by Kelly Jablonski almost 5 years ago
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Question 1

Question
The essence of Crosby’s quality philosophy is embodied in what he calls the:
Answer
  • The breakthrough sequence
  • Quality trilogy
  • Deming chain reaction theory
  • Absolutes of quality management

Question 2

Question
Deming emphasized that knowledge is not possible without theory, and experience alone does not establish a theory.
Answer
  • True
  • False

Question 3

Question
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). ”
Answer
  • Ishikawa
  • Deming
  • Crosby
  • Juran

Question 4

Question
Improvements in operations are achieved by reducing the causes and impacts of variation.
Answer
  • True
  • False

Question 5

Question
Setting simple goals and targets is one of the practices that are used for implementing leadership as a quality management principle.
Answer
  • True
  • False

Question 6

Question
Japanese scientists and Engineers established the Deming application prize in 1951 to recognize companies that show a high level of achievement in:
Answer
  • Quality practices
  • Developing innovative products
  • Human resource policies
  • Variation of production processes

Question 7

Question
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.
Answer
  • Quality trilogy
  • Basic elements of improvement
  • Total quality control
  • Absolutes of quality management

Question 8

Question
Feigenbaum popularized the term _____, which described the portion of plant capacity wasted due to poor quality.
Answer
  • Exponential distribution
  • Quality trilogy
  • Quincunx
  • Hidden factory

Question 9

Question
Which of the following was one of Crosby’s basic elements of improvement?
Answer
  • Suboptimization
  • Implementation
  • Variation
  • Agility

Question 10

Question
Juran agreed with Deming’s policy which stated that fear can bring out the best in people.
Answer
  • True
  • False

Question 11

Question
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.
Answer
  • True
  • False

Question 12

Question
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?
Answer
  • Kaoru Ishikawa
  • Philip B. Crosby
  • A.V. Feigenbaum
  • Joseph Juran

Question 13

Question
Dr. Ishikawa is best known for developing a popular quality improvement tool called _____.
Answer
  • Process capability index
  • Cause-and-effect diagram
  • Histogram
  • U-chart

Question 14

Question
Which of the following terms refers to a device that illustrates a natural process of variation?
Answer
  • Hidden factory
  • Quincunx
  • Six sigma
  • Balanced scorecard

Question 15

Question
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 _____.
Answer
  • Organizational engineering
  • Organizational designing
  • Organizational structuring
  • Organizational learning

Question 16

Question
Which of the following is the difference between Deming’s and Juran’s quality philosophy?
Answer
  • 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.

Question 17

Question
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.
Answer
  • True
  • False

Question 18

Question
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.
Answer
  • Funnel
  • Red beads
  • Quincunx
  • Hidden factory

Question 19

Question
The core of a QMS is focused on creating the goods and services that customers want.
Answer
  • True
  • False

Question 20

Question
According to Peter Scholtes, a noted consultant, when people don’t understand systems:
Answer
  • 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.

Question 21

Question
Dr. Kaoru Ishikawa, a quality philosopher, is best known for coining the phrase, "total quality control."
Answer
  • True
  • False

Question 22

Question
Which one of the following Crosby’s basic elements of improvement means that the top management must take quality improvement seriously?
Answer
  • Variation
  • Implementation
  • Suboptimization
  • Determination

Question 23

Question
The ISO 9001 requirement for audits forces an organization to review its quality system on a routine basis.
Answer
  • True
  • False

Question 24

Question
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.
Answer
  • True
  • False

Question 25

Question
Improvements in operations are achieved by reducing the causes and impacts of variation.
Answer
  • True
  • False

Question 26

Question
With regard to quality management systems, a quality ______ serves as a permanent reference for implementing and maintaining the system.
Answer
  • Trilogy
  • policy
  • Minute book
  • Manual

Question 27

Question
Deming synthesized the underlying foundations of the 14 Points of improving quality into four simple elements which are called:
Answer
  • The four steps to total quality control
  • A system of profound knowledge
  • Basic elements of improvement
  • Absolutes of quality management

Question 28

Question
In Juran’s quality trilogy, the process of breaking through to unprecedented levels of performance is called:
Answer
  • Quality control
  • Quality improvement
  • Quality leadership
  • Quality planning

Question 29

Question
In Juran’s quality trilogy, the process of meeting quality goals during operations is called:
Answer
  • Quality planning
  • Quality leadership
  • Quality improvement
  • Quality control

Question 30

Question
A. V. Feigenbaum, a quality philosopher, promoted the use of quality costs as a measurement and evaluation tool.
Answer
  • True
  • False

Question 31

Question
A quality management system represents a specific implementation of quality concepts, standards, methods, and tools, and is unique to an organization.
Answer
  • True
  • False

Question 32

Question
The essence of Crosby’s quality philosophy is embodied in what he calls the:
Answer
  • Quality trilogy
  • Absolutes of quality management
  • Deming chain reaction theory
  • The breakthrough sequence

Question 33

Question
According to Crosby, _____ is a performance standard which involves concentrating on preventing defects rather than just finding and fixing them.
Answer
  • Continuous improvement
  • Zero defects
  • Baldridge criteria
  • Breakthrough improvement

Question 34

Question
Which of the following is one of the key elements of Dr. Ishikawa’s quality philosophy?
Answer
  • 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.
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