Deck 3: Philosophies And Frameworks

Question 1

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

Answer 1

True

Question 2

Inspection is an activity that can be classified under the 'Improvement' element of Juran's Trilogy.

Answer 2

False

Question 3

The Baldrige Criteria are prescriptive in that they specify detailed procedures for how to achieve quality.

Answer 3

False

Question 4

Juran's approach to quality improvement is considered easier to fit into existing business structures than Deming's.

Question 5

Ishikawa advocated the use of simple visual tools rather than statistical techniques for quality improvement.

Question 6

To focus on quality,Juran proposed a cultural change in the organization rather than in management thinking.

Question 7

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.

Question 8

The ISO 9000 standards examine the nature of a final product's quality.

Question 9

Taguchi,like Deming,believed that variance reduction is a key to quality improvement.

Question 10

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

Question 11

ISO 9000 implementation is recommended as an advanced step for companies that already have achieved success in implementing total quality.

Question 12

Achieving registration to the ISO 9000 standards requires compliance verification by an independent audit.

Question 13

An accepted Six Sigma metric is dpmo,defined as "defects per manual operation."

Question 14

Under the Deming philosophy,each department should optimize its own performance.

Question 15

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.

Question 16

Cost Control is one of the seven categories of the Malcolm Baldrige National Quality Award examination.

Question 17

Unlike Juran and Deming,Crosby's program is primarily behavioral.

Question 18

Deming advocated the use of relatively few suppliers as a means to reduce raw material variation.

Question 19

The term "total quality control" was originally developed by Taguchi.

Question 20

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

Question 21

In mechanical assemblies,_____ lead(s)to inconsistent performance and premature wear and failure.

A)poor inspection
B)lack of systems approach
C)outdated technology
D)variations from specifications

Question 22

According to Peter Scholtes,when people don't understand systems:

A)they don't know the difference between prediction, forecasting, and guesswork.
B)they don't understand how an intervention in one part of an organization can cause havoc in another place or at another time.
C)they don't understand the process of change and the resistance to it.
D)they don't understand the difference between improvement and change.

Question 23

_____ are the best routes to improving quality.

A)Slogans
B)Motivational programs
C)Numerical quotas
D)Statistical thinking

Question 24

Deming's Profound Reflective Thinking system consists of four interrelated parts.Which of the following is NOT one among them?

A)Appreciation for a system
B)Understanding variation
C)Theory of quality
D)Psychology

Question 25

_____ are the primary tools used to identify and quantify variation.

A)Gantt charts
B)Statistical methods
C)Cause and effect diagrams
D)Marginal costing sheets

Question 26

_____,or doing the best for individual components,results in losses to everybody in the system.

A)Capacity planning
B)Suboptimization
C)Marginal costing
D)Single sourcing

Question 27

The Deming philosophy focuses on improvements in product and service quality by:

A)inspecting 100% of output.
B)reducing variation.
C)reducing customer complaints.
D)separating the planning and execution functions.

Question 28

According to Deming,product or a service possesses quality if it:

A)conforms to standards and provides customer satisfaction.
B)helps somebody and enjoys a good and sustainable market.
C)matches or exceeds the standards set by the competition.
D)incorporates quality in its design, production, and delivery.

Question 29

The theory behind _____ is that improvements in quality lead to lower costs.

A)Deming Chain Reaction
B)Ford Quality Process
C)Duran-Crosby Process Improvement Plan
D)Quality-Cost Matrix

Question 30

Which of the following statements is TRUE regarding numerical quotas and management by objectives?

A)Standards and quotas are based on long-term perspectives.
B)They encourage improvement, particularly if rewards are tied to meeting quotas.
C)Workers may short-cut quality to reach the goal.
D)Measurement has been, and often still is, motivational.

Question 31

Which of the following individuals is credited with having the greatest influence on quality management?

A)Philip B.Crosby
B)W.Edwards Deming
C)Kaoru Ishikawa
D)Joseph M.Juran

Question 32

According to Deming,_____ should become the common language that every employee - from top executives to line workers - uses to communicate with one another.

A)graphs and charts
B)slogans
C)acronyms
D)statistics

Question 33

Which aspect of Deming's 14 points addresses the issue of why managers fail to cooperate with other departments?

A)Point 6: Institute Training
B)Point 7: Institute Leadership
C)Point 8: Drive Out Fear
D)Point 10: Eliminate Exhortations

Question 34

According to Deming,which of the following is part of the new philosophy companies must learn in order to create a never-ending cycle of improvement?

A)Quota-driven production
B)Work measurement
C)Adversarial work relationships
D)Customer-driven approach

Question 35

According to Peter Scholtes,which of the following is NOT TRUE of people who don't understand variation?

A)They don't see trends that are occurring.
B)They don't know when expectations are realistic.
C)They don't understand past performance so they can't predict future performance.
D)They don't understand the process of change and the resistance to it.

Question 36

Which of the following is NOT a part of the Profound Knowledge system?

A)Psychology
B)Appreciation for a system
C)Management by objectives
D)Understanding of variation

Question 37

According to Deming,_____ is the chief culprit of poor quality.

A)standardization
B)variation
C)tolerance
D)lack of innovation

Question 38

The last part of the Deming's Profound Reflective Thinking,psychology,provides an understanding of human behavior.Which of the following is NOT true regarding psychology at work?

A)People differ from one another.
B)People are born with a need for love and esteem in their relationships.
C)Fear motivates people thus helping the system to reach its full potential.
D)Pay is not a motivator.

Question 39

Traditional organizations typically manage according to the functions in _____.

A)the power/interest matrix
B)the top-down approach.
C)flat organization charts
D)vertical organization charts

Question 40

The fourth point in Deming's 14 points is to Stop Making Decisions Purely on the Basis of Cost.All of the following statements relate to the point EXCEPT:

A)Inspection should be used as an information-gathering tool for improvement.
B)Establish long-term relationships with fewer suppliers.
C)Direct costs associated with poor quality materials far exceed the cost "savings" perceived by purchasing.
D)Constantly changing suppliers solely on the basis of price increases the variation in the material supplied to production.

Question 41

Juran's "Quality Trilogy" consists of three processes.These processes are:

A)quality planning, quality control, and quality improvement.
B)quality measurement, quality control, and quality assurance.
C)quality improvement, quality management, and quality control.
D)quality control, quality management, and quality enhancement.

Question 42

In Juran's breakthrough sequence,this step involves establishing the new standards and procedures,training the workforce,and instituting controls to make sure that the breakthrough does not die over time.

A)Project identification
B)Diagnostic journey
C)Remedial journey
D)Holding the gains

Question 43

_____ begins with identifying customers,both external and internal,determining their needs,translating customer needs into specifications,developing product features that respond to those needs,and developing the processes capable of producing the product or delivering the service.

A)Quality planning
B)Quality control
C)Quality implementation
D)Quality improvement

Question 44

Which of the following is false regarding inspection under the Deming philosophy?

A)Inspection encourages the production of defects.
B)Inspection can be used to assure quality.
C)Inspection is rarely accurate.
D)Inspection does not add value to the product.

Question 45

According to Deming's Profound Knowledge system,which of the following should be encouraged?

A)Pitting individuals or departments against each other for resources
B)Using sales quotas or arbitrary cost-reduction goals
C)Applying systems thinking in people management
D)Using performance appraisals to blame individuals

Question 46

Which of the following represents an activity classified by Juran under "quality planning?"

A)Inspection
B)Process design
C)Statistical process control
D)Waste reduction teams

Question 47

Juran believed that to get top management's attention,quality issues must be translated into the "language" of:

A)market share.
B)dollars.
C)shareholders.
D)liquidity.

Question 48

Meeting quality goals during operations is which of the processes of Juran's Quality Trilogy?

A)Quality control
B)Quality design
C)Quality improvement
D)Quality planning

Question 49

According to Crosby's Absolutes of Quality Management,absence of quality is attributed to:

A)nonconformance.
B)setting requirements.
C)improper measurements.
D)conformance to requirements.

Question 50

The Deming philosophy focuses on continual improvements in product and service quality by _____ in design,manufacturing,and service processes,driven by the leadership of top management.

A)promoting innovations
B)reducing uncertainty and variability
C)outsourcing non-core activities
D)reengineering

Question 51

Juran formalized the commonsense order of discovery,organization,diagnosis,corrective action,and control,as the:

A)process maturity path.
B)process design plan.
C)breakthrough sequence.
D)quality improvement process.

Question 52

Which of the following is the primary reason for Deming's position that slogans should be eliminated?

A)Most problems depend on the system and cannot be controlled by workers.
B)Slogans benefit the customers more than the workers.
C)Not all workers can read the slogans.
D)Slogans are costly to maintain and periodically update.

Question 53

Deming claimed that higher levels of _____ lead to higher levels of _____.

A)automation, quality
B)quality, productivity
C)inventory, quality
D)inspection, quality

Question 54

Quality is defined as "conformance to requirements" by:

A)Shewhart
B)Deming
C)Crosby
D)Juran

Question 55

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

A)Upper management requires training and experience in managing for quality.
B)Change can be accomplished within the organization's existing structure.
C)Commitment by top management is a necessity.
D)Employees need to know who uses their products.

Question 56

The need to "remove barriers to pride in workmanship" is associated with:

A)Crosby.
B)Juran.
C)Deming.
D)Taguchi.

Question 57

The Profound Knowledge system is attributed to:

A)Philip B.Crosby
B)W.Edwards Deming
C)Armand Feigenbaum
D)Joseph M.Juran

Question 58

The second part of Profound Knowledge is a basic understanding of:

A)management principles.
B)psychology.
C)theory of knowledge.
D)statistical theory and variation.

Question 59

The quality definition of "fitness for use" is associated with:

A)Shewhart.
B)Deming.
C)Crosby.
D)Juran.

Question 60

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

A)design engineers.
B)Inspectors.
C)top management.
D)material suppliers.

Question 61

The criteria for Performance Excellence for the Malcolm Baldrige award consist of a hierarchical set of categories,items,and areas to address.Which of the following four is NOT one of them?

A)Strategic Planning
B)Workforce Focus
C)Process Management
D)Return on Investment

Question 62

Feigenbaum's philosophy is summarized in his Three Steps to Quality.Which of the following is NOT one of them?

A)Quality Leadership
B)Administrative Control
C)Modern Quality Technology
D)Organizational Commitment

Question 63

The Malcolm Baldrige National Quality Award was named after:

A)a famous quality consultant.
B)a former senator.
C)a former secretary of commerce.
D)a FORTUNE 500 CEO.

Question 64

The last step in Deming's "chain reaction" is to:

A)improve productivity.
B)improve quality.
C)reduce costs.
D)provide jobs.

Question 65

The Criteria for Performance Excellence for the Malcolm Baldrige National Quality Award should result in all of the following EXCEPT:

A)achieving compliance to quality standards set by CMM levels.
B)delivery of ever-improving value to customers, resulting in improved marketplace success.
C)improvement of overall company performance and capabilities.
D)organizational and personal learning.

Question 66

The Malcolm Baldrige National Quality Award was established by:

A)several American automobile industry executives.
B)the American Society for Quality (ASQ).
C)an act of Congress.
D)the Baldrige Consulting Group.

Question 67

Which of the following is NOT one of the three original recipient categories for the Malcolm Baldrige National Quality Award?

A)Small business
B)Manufacturing
C)Education
D)Service

Question 68

Feigenbaum popularized the term _____,the portion of plant capacity wasted due to poor quality.

A)zero-output units
B)potential units
C)spare capacity
D)hidden factory

Question 69

Crosby's Basic Elements of Improvement were all of the following EXCEPT:

A)determination.
B)education.
C)implementation.
D)experimentation.

Question 70

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

A)uncaring workers.
B)the lack of production quotas.
C)processes designed by management.
D)an unnecessary reliance on statistical tools.

Question 71

Which of the following is NOT TRUE based on Crosby's quality philosophy?

A)The only performance measure is the cost of quality.
B)There is no such thing as a quality problem.
C)Zero defects is an unrealistic goal.
D)Quality is free.

Question 72

_____ maintained that the manufacturing-based definition of quality as conformance to specification limits is inherently flawed.

A)A.V.Feigenbaum
B)Kaoru Ishikawa
C)Genichi Taguchi
D)Philip B.Crosby

Question 73

Credit for the development of the term "total quality control" is attributed to:

A)Deming.
B)Crosby.
C)Juran.
D)Feigenbaum.

Question 74

Crosby's Absolutes of Quality Management include the following points EXCEPT:.

A)quality means conformance to requirements, not elegance.
B)there is no such thing as the statistics of quality.
C)the only performance measurement is the cost of quality, which is the expense of non-conformance.
D)the only performance standard is "Zero Defects (ZD)."

Question 75

_____ is defined 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."

A)Total quality control
B)Management control
C)Quality assurance
D)Six Sigma

Question 76

In the Baldrige criteria,areas to address that request information on approach or deployment begin with the word _____.

A)how
B)what
C)when
D)why

Question 77

The focus of the Malcolm Baldrige National Quality Award includes all of the following EXCEPT:

A)to recognize the achievements of high quality companies.
B)to establish guidelines and criteria for evaluation of quality improvement efforts.
C)to provide detailed information on how award winning enterprises achieved success.
D)to encourage the use of quantitative analysis to improve quality.

Question 78

Which of the following companies is recognized as the benchmark for Six Sigma implementation?

A)General Electric
B)Allied Signal
C)Motorola
D)Xerox

Question 79

Quality originates in _____ departments and therefore the burden of responsibility for such problems falls on these departments.

A)customer service
B)design
C)quality
D)functional

Question 80

The Malcolm Baldrige National Quality Award criteria consist of how many categories?

A)4
B)5
C)7
D)9