Deck 2: Quality Theory

Question 1

According to Juran, the language of management is ________.

A) labor
B) quality
C) money
D) performance
E) improvement

Answer 1

C

Question 2

________ means that all workers are responsible for their own work and perform needed inspections at each stage of the process to maintain process control.

A) Quality at the source
B) In-process management
C) Constancy of purpose
D) Parallel processing
E) Just-in-time approach

Answer 2

A

Question 3

________ improvement implies that the process has been studied and that some major improvement has resulted in large, nonrandom improvement to the process.

A) Ongoing
B) Progressive
C) Successive
D) Continuous
E) Breakthrough

Answer 3

E

Question 4

Deming believed that poor quality resulted from ________.

A) poor management of the system for continual improvement
B) poor human resource management
C) consumer complacency
D) a lack of commitment on the part of management
E) poor engineering and design

Question 5

The "14 points for management" were articulated by ________.

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

Question 6

Which of the following points for management devised by Deming encourages parallel processing in focused teams?

A) constantly improve the system
B) create constancy of purpose
C) institute education and self-improvement
D) adopt a new philosophy
E) break down barriers between departments

Question 7

The ________ of a theoretical model is responsible for placing contextual bounds on the theory.

A) why
B) what
C) how
D) who-where-when
E) which

Question 8

The ________ of a theoretical model involves the nature, direction, and extent of the relationship among the variables.

A) why
B) what
C) how
D) who-where-when
E) which

Question 9

The ________ of a theoretical model involves which variables or factors are included in the model.

A) why
B) what
C) how
D) who-where-when
E) which

Question 10

An arrow pointing from an independent variable to a dependent variable in a theoretical model typically implies ________.

A) causality
B) normality
C) randomness
D) proactivity
E) synergy

Question 11

Researchers use ________ to propose a model based on prior research and design an experiment to test the theoretical model.

A) supposition
B) deduction
C) induction
D) simulation
E) abstraction

Question 12

________ minimizes the number of suppliers used, resulting in decreased variability.

A) Parallel processing
B) Just-in-time purchasing
C) Management by objective
D) In-process management
E) Constancy of purpose

Question 13

The ________ of a theoretical model is the theoretical glue that holds the model together.

A) why
B) what
C) how
D) who-where-when
E) which

Question 14

________ refers to a process of setting annual goals, typically during a performance appraisal, that are binding on the employee.

A) Just-in-time approach
B) Management by objective
C) In-process management
D) Parallel processing
E) Constancy of purpose

Question 15

A coherent group of general propositions used as principles of explanation for a class of phenomena is referred to as a(n) ________.

A) postulate
B) axiom
C) theory
D) corollary
E) hypothesis

Question 16

A theory that is generated by observation and description is said to have been developed by the process of ________.

A) deduction
B) abstraction
C) simulation
D) induction
E) supposition

Question 17

According to Juran, ________ is a process-related activity that ensures processes are stable and provides a relatively consistent outcome.

A) control
B) organizing
C) planning
D) improvement
E) scheduling

Question 18

Which of the following points for management devised by Deming involves the management committing resources to ensure that the quality job is completed?

A) constantly improve the system
B) eliminate work standards
C) improve leadership
D) adopt a new philosophy
E) create constancy of purpose

Question 19

The driving force of the Century of Productivity was the movement known as ________.

A) total quality management
B) statistical process control
C) human resource management
D) scientific management
E) behavioral modification

Question 20

What are the three aspects of Juran's trilogy?

A) planning, control, and improvement
B) cost, quality, and customer satisfaction
C) labor, management, and system
D) organizing, management, and control
E) leadership, cost, and quality

Question 21

What are the three steps proposed by Feigenbaum to improve quality?

A) quality inspection, quality accountability, and quality control
B) quality leadership, quality technology, and organizational commitment
C) employee empowerment, total quality management, and statistical process control
D) self-directed work teams, employee empowerment, and total quality management
E) quality leadership, quality management, and total quality control

Question 22

The Taguchi concept of ________ states that products and services should be designed so that they are inherently defect-free and of high quality.

A) homoscedasticity
B) robust design
C) quality loss function
D) ideal quality
E) design conformance

Question 23

________ is the principle pioneer of benchmarking.

A) Robert C. Camp
B) Tom Peters
C) Michael Hammer
D) James Champy
E) Stephen R. Covey

Question 24

What is the primary contribution of Philip Crosby?

A) the concept of benchmarking
B) his assertion that the entire organization should be involved in improving quality
C) the zero-defects approach to quality improvement
D) his emphasis on total involvement of the operating employees in improving quality
E) the quality loss function and the concept of robust design

Question 25

________ proposed "The 19 steps of Total Quality Control."

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

Question 26

________ is credited with democratizing statistics.

A) Armand Feigenbaum
B) Joseph M. Juran
C) Genichi Taguchi
D) Philip Crosby
E) Kaoru Ishikawa

Question 27

________ was responsible for the development and dissemination of the basic seven tools of quality.

A) Kaoru Ishikawa
B) Philip Crosby
C) Genichi Taguchi
D) Armand Feigenbaum
E) Joseph M. Juran

Question 28

Quality experts agree that quality can be assured only during the ________ phase.

A) production
B) marketing
C) analysis
D) testing
E) design

Question 29

What is the primary contribution of Armand Feigenbaum?

A) the concept of benchmarking
B) his assertion that the entire organization should be involved in improving quality
C) the zero-defects approach to quality improvement
D) his emphasis on total involvement of the operating employees in improving quality
E) the quality loss function and the concept of robust design

Question 30

What is the primary contribution of Robert C. Camp?

A) the concept of benchmarking
B) his assertion that the entire organization should be involved in improving quality
C) the zero-defects approach to quality improvement
D) his emphasis on total involvement of the operating employees in improving quality
E) the quality loss function and the concept of robust design

Question 31

Which of the following factors is not addressed by the reengineering approach to quality improvement?

A) team approach
B) information analysis
C) strategic planning
D) customer focus
E) quality assurance

Question 32

Which of the following variables is at the core of quality management?

A) quality breakthrough
B) quality assurance
C) strategic planning
D) information analysis
E) team approach

Question 33

What is the major theoretical contribution of Kaoru Ishikawa?

A) the concept of benchmarking
B) his assertion that the entire organization should be involved in improving quality
C) the zero-defects approach to quality improvement
D) his emphasis on total involvement of the operating employees in improving quality
E) the quality loss function and the concept of robust design

Question 34

An arrow pointing from an independent variable to a dependent variable in a theoretical model typically implies causality.

Question 35

Michael Hammer and James Champy are most closely identified with ________,

A) statistical process control
B) reengineering
C) total quality management
D) benchmarking
E) Six Sigma quality

Question 36

Quality loss function and robust design are concepts included in ________.

A) Ishikawa's quality philosophy
B) the Taguchi method
C) Deming's 14 points for management
D) the Juran trilogy
E) Pareto's law

Question 37

The theory of scientific management was proposed by ________.

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

Question 38

________ is also called the 80/20 rule.

A) Ishikawa's quality philosophy
B) Pareto's law
C) Juran trilogy
D) Taguchi method
E) Deming's points for management

Question 39

________ refers to a reference point for determining the quality level of a product or service.

A) Quality of conformance
B) Hothouse quality
C) Quality loss function
D) Specific quality
E) Ideal quality

Question 40

What is the primary contribution of Genichi Taguchi?

A) the concept of benchmarking
B) his assertion that the entire organization should be involved in improving quality
C) the zero-defects approach to quality improvement
D) his emphasis on total involvement of the operating employees in improving quality
E) the quality loss function and the concept of robust design

Question 41

Using deduction, researchers propose a model based on prior research and design an experiment to test the theoretical model.

Question 42

The theory of scientific management was proposed by Joseph Juran.

Question 43

According to the theory of scientific management, the managers and engineers should be responsible for planning and executing the plans.

Question 44

According to Deming, poor quality was the fault of labor.

Question 45

Breakthrough improvement implies the process has been studied and that some major improvement has resulted in large nonrandom improvement to the process.

Question 46

Just-in-time purchasing involves the usage of long-term contracts that result in the ability to develop and certify suppliers.

Question 47

A theory that is generated by observation and description is said to have been developed by the process of deduction.

Question 48

The three aspects of the Juran trilogy are planning, control, and improvement.

Question 49

Deming stressed the need for work standards on the factory floor.

Question 50

The "what" of a theoretical model involves the nature, direction, and extent of the relationship
among the variables.

Question 51

Quality at the source means that all workers are responsible for their own work and perform needed inspections at each stage of the process to maintain process control.

Question 52

Constancy of purpose means that management commits resources in order to achieve quick returns and bottom-line results.

Question 53

Deming proposes the need for mass inspection to improve quality.

Question 54

The "why" of a theory is the theoretical model that holds the model together.

Question 55

Just-in-time purchasing increases the number of suppliers used, resulting in increased variability.

Question 56

The departmental approach to design results in fast design cycles.

Question 57

The four elements of a theory are what, how, why, and who-where-when.

Question 58

W. Edwards Deming enumerated the 14 points for management.

Question 59

Control involves gathering data about a process to ensure the process is consistent.

Question 60

Management by objective refers to a process of setting annual goals that are binding on the employee.

Question 61

According to Kaoru Ishikawa, the ideal state of quality control is when inspection is no longer necessary.

Question 62

Quality loss function and robust design are concepts included in Ishikawa's quality philosophy.

Question 63

Tom Peters is the principle pioneer of benchmarking.

Question 64

Michael Hammer and James Champy are most closely identified with reengineering.

Question 65

The major theoretical contribution of Ishikawa is his emphasis on total involvement of the operating employees in improving quality.

Question 66

Kaoru Ishikawa is credited with democratizing statistics.

Question 67

Robert C. Camp's approach to management is value-based in that he proposes that people in management live a life that balances professional with personal and spiritual growth.

Question 68

The Taguchi method provides a method for adjusting the mean of a process by optimizing controllable variables.

Question 69

The underlying precept of re-engineering is that firms can become inflexible and resistant to change.

Question 70

Hothouse quality refers to quality programs that receive a lot of hoopla and no follow-through.

Question 71

Firms that are successful in improving quality take a contingency approach.

Question 72

Ideal quality refers to a reference point for determining the quality level of a product or service.

Question 73

Strategic planning is at the core of quality management.

Question 74

The zero-defects approach to quality improvement was proposed by Armand Feigenbaum.

Question 75

The Taguchi concept of robust design states that products and services should be designed so that they are inherently defect-free and of high quality.

Question 76

Define theory. Provide an example of the use of theory in a business organization.

Question 77

Fact-based improvement refers to an approach that favors information gathering and analysis.

Question 78

Feigenbaum's three-step process to improve quality include quality leadership, quality technology, and organizational commitment.

Question 79

The reengineering approach focuses on the need for in-depth information gathering and analysis.

Question 80

Discuss the contributions of W. Edwards Deming to quality thinking.