Deck 2: Managing Quality

Question 1

W. Deming is most known for his work in which country?

A) United States
B) Japan
C) Canada
D) France

Answer 1

B

Question 2

The process that includes the concept of providing a product or service only when a customer wants it is termed:_____________.

A) Lean
B) Benchmarking
C) Downsizing
D) Six Sigma

Answer 2

A

Question 3

Process improvement programs are part of _____________ in the foodservice systems model.

A) control
B) input
C) transformation
D) output

Answer 3

A

Question 4

Quality assurance is a procedure that ensures maintenance of standards.

Question 5

A process improvement tool that provides a graphical record of process improvement efforts over a period of time is termed a _____________.

A) fishbone diagram
B) plan-do-check-act cycle
C) pareto analysis
D) control chart

Question 6

_____________ often is referred to as the 80-20 rule because 80% of a given outcome typically results from 20% of an input.

A) Pareto analysis
B) Rightsizing
C) Ishikawa charting
D) Benchmarking

Question 7

The group that serves as an accreditation agency that reviews voluntary programs of quality improvements in patient care in hospitals is

A) The Joint Commission.
B) Academy of Nutrition and Dietetics.
C) Occupational Safety and Health Association.
D) Equal Opportunity Employment Commission.

Question 8

The key to a successful quality assurance program is continuous monitoring and evaluation.

Question 9

According to the American Society for Quality, which of the following is NOT a characteristic of quality?

A) Quality is aimed at performance excellence.
B) Quality is defined by the customer.
C) Quality is a program.
D) Quality reduces costs.

Question 10

Quality should be defined by the manager, not the customer.

Question 11

The Malcom Baldrige Award is given to recognize

A) use of the foodservice systems model.
B) quality achievement.
C) efficiency in production.
D) organizational financial success.

Question 12

Which of the following is not part of the Academy of Nutrition and Dietetics' definition of a sustainable food system:

A) ecologically sound
B) socially acceptable
C) economically viable
D) managerially innovative

Question 13

A data driven technique for eliminating defects in a process is referred to as _____________.

A) benchmarking
B) six sigma
C) reengineering
D) quality assurance

Question 14

The 14-point system to help companies improve their quality was created by _____________.

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

Question 15

Suppliers of food products are termed "external customers" of the foodservice operation.

Question 16

_____________ is a procedure that defines and ensures maintenance of standards within prescribed tolerances for a product or service.

A) Total quality management
B) Continuous quality improvement
C) Quality improvement process
D) Quality assurance

Question 17

_____________ is defined as the degree to which managers allow employees to act independently within their job description.

A) Reengineering
B) Empowerment
C) Quality management
D) Benchmarking

Question 18

What is the only hotel company to win the Baldrige Award on two occasions?

A) Radisson
B) Hilton
C) Hyatt
D) Ritz Carlton

Question 19

A model for coordinating process improvement efforts is a ____________.

A) pareto analysis
B) control chart
C) plan-do-check-act cycle
D) cause and effect diagram

Question 20

The radical redesign of business processes for dramatic improvement is termed _____________.

A) reengineering
B) six sigma
C) right sizing
D) benchmarking

Question 21

ISO 9000 standards are U.S.-based standards for quality performance.

Question 22

The initials "TQM" stand for _____________.

Question 23

Greenwashing is a term used to recognize organizations for their improved sustainability efforts

Question 24

Common to most total quality management definitions is a focus on empowerment of employees.

Question 25

A FOCUS-PDCA is a way to coordinate process improvement projects.

Question 26

_____________ is the process of comparing your operation's performance against those considered to be front-runners in the industry.

Question 27

Common to the ISO 9000 standards, the Malcolm Baldrige Award, and the Joint Commission standards is the inclusion of leadership as a criteria for quality.

Question 28

The Greek letter for a statistical unit of measurement used to define standard deviation is _____________.

Question 29

A value stream map is commonly used in benchmarking one operation with another.

Question 30

The Keys to Excellence is a quality improvement program for hospital foodservice operations.

Question 31

An Ishikawa or fishbone diagram provides a way to illustrate factors that may influence or cause a given outcome.