question

The concept of scientific management is most closely associated with Frederick Taylor.

answer

True

question

Advances in service quality in the U.S. began to be observed after the year 2000.

answer

False

question

Which of the following represents a point of disagreement between Deming and Juran?

answer

Change can be accomplished within the organization's existing structur. Juran's look took a project-by-project approach, while Deming believed that management must "adopt the new philosophy"

question

Which of the following was a top priority of U.S. manufacturing in the time period immediately following World War II?

answer

The correct response is production output quality. This is why final mass inspection was so important.

question

Until the start of 1980s, most U.S. companies focused on maintaining quality levels by utilizing which of the following practices?

answer

Mass inspection- This habit is left over from the early industrial age when people were no longer seen as crafts people but cogs in a wheel.

question

Managing for quality in organizational processes has been referred to as ________________ while product quality has been referred to as ________________.

answer

Big Q, Little Q

question

Crosby estimates that most companies spend __________ percent of their sales dollars on quality costs.

answer

15 to 20

question

As total quality has evolved, it has come to represent principles for how an organization should be managed for overall performance excellence.

answer

True

question

Which of the following does not represent a dimension of the total quality principle of employee involvement and teamwork?

answer

Management by objectives.

question

Which of the following definitions does not match the associated quality dimensions?

answer

Dimension: reliability; Definition: a product's primary operating characteristics.

question

Crosby argues that Zero Defects is a motivational program and not a performance standard.

answer

False-Crosby stressed motivation and planning rather tahn statistical process control and problem-solving strategies. He was focused on prevention early on.

question

According to Deming and Juran, the majority of quality problems are associated with:

answer

process designed by management

question

The acronym TQM stands for:

answer

Total quality management.

question

In general, employee engagement has been viewed as an effective practice for customer-driven organizations that embrace total quality.

answer

True- Good another question that required you to interpret. Reading all of the experts closely, we can see that their one point of agreement is that the people who are closest to the work know best what is going on.

question

Total quality represents a set of tools and techniques rather than a management philosophy.

answer

False-Without a positive mindset on the part of management, tools and techniques are just window dressing.

question

Deming advocated the use of numerical quotas.

answer

False

question

Japanese companies made significant penetration into Western markets by which decade?

answer

1970s

question

Systems thinking can be applied to the analysis of:

answer

both manufacturing and service processes.

question

Which of the following cannot be considered a foundation principle of total quality?

answer

Tight managerial control.

question

Crosby emphasizes using management and organizational processes rather than statistical techniques to change corporate culture and attitudes.

answer

True-Yes, Crosby believed that Quality is conformance to requirements and Zero Defects, variation was not in the lexicon. He believed in prevention starategies. His only measurement was cost of no quality.

question

Crosby's Basic Elements of Improvement were determination, education, and implementation.

answer

True

question

Deming stressed that the ultimate responsibility for quality improvement lies with:

answer

Top management

question

The relationships between the _________________ of an organization are key to understanding the chain of quality which ultimately ends in a final product or service provided to the customer.

answer

... "Internal customers..contribute to the company's mission and depend on the department's of function's products or services to ultimately serve consumers and external customers (page 188).

question

A paper mill supplies a corrugated container manufacturer with Kraft paper. The corrugated container manufacturer uses Kraft paper to manufacture corrugated shipping containers that are then sold to a cereal manufacturer. Which of the following is true?

answer

The corrugated container manufacturer is an external customer of the paper mill.

question

Which of the following is not true based on Crosby's quality philosophy?

answer

Zero defects is an unrealistic goal.

question

Middle management is usually the organizational group that is most supportive of a change to a total quality environment.

answer

False

question

The European Quality Award and European Quality Prize were first granted in the early 1990s.

answer

True

question

A popular use of the Baldrige Criteria is for company self-evaluation or internal recognition programs.

answer

True

question

The primary purpose of the Malcolm Baldrige National Quality Award is to develop an equivalent U.S. set of standards for the international ISO 9000 standards.

answer

False

question

A systems perspective is contained in both the Baldrige criteria and Six Sigma implementation efforts.

answer

True

question

According to the International Quality Study best practices report, return on assets can be used to determine total quality implementation approaches.

answer

True

question

Since the Malcolm Baldrige National Quality Award's inception, the criteria used have remained relatively unchanged.

answer

False

question

Reward systems often get in the way of culture change and must be adjusted for the new culture to take hold.

answer

True

question

Corporate culture is the best reflected in the firm's value statement and not management policies.

answer

False

question

The Deming Prize was instituted in 1951 by the American Society for Quality Control to honor Dr. W.E. Deming's contribution to quality management.

answer

False

question

Corporate culture is best reflected in the firm's value statement and not management policies.

answer

False

question

Culture is a powerful influence on behavior because it operates without being talked about.

answer

True

question

Examination of successful total quality implementation efforts has discovered that each successful firm has adopted the same model of total quality.

answer

False

question

Process change is more comprehensive than strategic change.

answer

False, Process change is tactical.

question

A systems perspective is contained in both the Baldrige criteria and Six Sigma implementation efforts.

answer

True

question

According to the Internatinal Quality Study best practices report, return on assets can be used to determine total quality implementation approaches.

answer

True

question

A corporate culture that supports change is a prerequisite for successful total quality implementation.

answer

True

question

The last stage in "change management" is institutionalizing the new behaviors and attitudes.

answer

True

question

Middle management plays a minimal role in implementing total quality.

answer

True

question

Most firms seek to adopt a total quality philosophy because of threats to the organization's survival.

answer

True

question

The Malcolm Baldrige National Quality Award was named after:

answer

A former secretary of state.

question

At Wainwright Industries, all of the following were instituted to bring about cultural change execpt:

answer

only the CEO held a reserved parking space and private office.

question

The Malcolm Baldrige National Quality Award was established by an act of Congress during the Clinton Administration.

answer

False

question

According to the International Quality Study, the type of organization that can benefit the most from "emphasizing the role of enforcement for quality assurance" is:

answer

medium performers.

question

According to the International Quality Study best practices report, return on assets can be used to determine total quality implementation approaches.

answer

True

question

The concept of Six Sigma was pioneered by:

answer

Motorola.

question

Reward systems often get in the way of cultural change and must be adjusted for the new culture to take hold.

answer

True

question

ISO 9000:2000 recertification is required every:

answer

3 years.

question

The Eight Quality Management Principles include:

answer

Customer focus, Leadership, Involvement of people, Process approach, Continual Improvement. Response Feedback: Correct. The Eight Principles are: Customer focus, Leadership, Involvement of people, Process approach, System approach to management, Continual Improvement, Factual approach to decision making, and Mutually beneficial supplier relationships.

question

According to the International Quality Study, the type of organization that can benefit the most from "emphasizing quality and teamwork for senior management assessment" is:

answer

high performers.

question

Corporate culture is best reflected in the firm's value statement and not management policies.

answer

False

question

Which of the following is not an objective of state-sponsored quality awards?

answer

Winning a state award as a prerequisite to apply for the Baldrige Award.

question

All of the following are Quality Management Principles of ISO:2000 except:

answer

Quality System

question

According to the International Quality Study, the type of organization that can benefit the most from "concentrating on fundamentals" is:

answer

low performers.

question

Middle management is usually the organizational group that is most supportive of a change to quality environment.

answer

False

question

Recommendation for "high performers" stemming from teh INternational Quality Study include all of the following except:

answer

focus technology on production processes.

question

An important step in making self-assessments effective is:

answer

follow-up action planning by senior management.

question

The European Quality Award and European Quality Prize were first granted in the realy 1990s.

answer

True

question

The primary purpose of the Malcolm Baldrige National Quality Award is to develop an equivalent U.S. set of standards for the international ISO 9000 standards.

answer

False

question

Which of the following is not true about ISO 9000:2000?

answer

It is based on the premise that certain generic characteristics of management practices can be standardized.

question

A company's culture is reflected in the behavior of its managers and employees

answer

True

question

A popular use of the Baldrige Criteria is for company self-evaluation or internal recognition programs.

answer

True

question

A systems perspective is contained in both the Baldrige criteria and Six Sigma implementation efforts.

answer

True

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