Deck 16: Theoretical Approaches to Quality Improvement

Question 1

Which person kept detailed records of deaths and was able to mathematically prove that unsanitary conditions in hospitals led to patients' deaths?

A) Florence Nightingale
B) Joseph Juran
C) W. Edwards Deming
D) Philip B. Crosby

Answer 1

A

Question 2

The end-result system was proposed by:

A) Florence Nightingale and it tracked the number of patient deaths.
B) Joseph Juran and it focused on quality improvement as a process.
C) Ernest Codman and it linked hospital treatment to patient outcomes.
D) Avedis Donabedian and it focused on total quality management (TQM).

Answer 2

C

Question 3

Which phrase is not one of W. Edwards Deming's Fourteen Points for Management?

A) Adopt the new philosophy
B) Drive out fear
C) Institute new leadership
D) Reward employees consistently

Answer 3

D

Question 4

Which statement best describes W. Edwards Deming's beliefs about quality?

A) Focusing on the process of quality is more important than focusing on the product.
B) Quality is defined by a company's slogan.
C) Quality in production is defined by numerical quotas.
D) Quality can be achieved by solving immediate problems as they arise.

Question 5

W. Edwards Deming believed that quality initiatives must come:

A) from the bottom-up, with the front-line workers suggesting ways for improvement.
B) form customer feedback as only the customers can be objective about their experience with the end product.
C) from the leadership, from the top-down, and employees must be taught how to improve quality continually.
D) as a set of proposals from focus groups and committees comprised of customers, workers, and managers.

Question 6

Joseph Juran's trilogy consists of:

A) quality control, quality process, and quality improvement.
B) quality control, measurable results, and evaluation.
C) observation, quantifiable results, and total quality management.
D) quality planning, quality control, and quality improvement.

Question 7

Which step falls under Joseph Juran's concept of quality control?

A) Identify the customers
B) Establish measurement
C) Diagnose to find causes
D) Determine customer needs

Question 8

One of the strengths in Philip Crosby's theory on quality is that:

A) it is solely based on statistics and therefore objective.
B) he believes in aiming quality efforts at the lower operational levels.
C) it gives attention to transforming the quality culture of an organization.
D) he believes in aiming the quality efforts at the higher operational levels.

Question 9

According to Crosby, a company that wanted to improve their processes but failed likely had:

A) called their effort a process.
B) employed quality control staff who were cynical.
C) unending patience for results, and no sense of urgency.
D) aimed their efforts toward the higher operational staff.

Question 10

A hospital has:

A) internal customers.
B) external customers.
C) both internal and external customers.
D) no customers, just patients and physicians.