Question 1

Joseph M. Juran, one of the experts who played an important role in spreading the idea of total quality management (TQM), taught quality concepts to the Japanese. He emphasized the view that management should seek to maintain and improve quality through efforts on two levels: the organization as a whole and the ________.
A) department primarily formed to improve product quality
B) human resource department of the organization
C) most productive departments in the organization
D) individual departments in the organization

Accepted Answer

Juran emphasized that management should seek to maintain and improve quality through efforts on two levels: the organization as a whole and the individual departments in the organization.

Question 2

Employee involvement teams are most successful when
A) a strict hierarchical structure is maintained.
B) supervisors outsource the entire process.
C) all group members are eager to participate.
D) the supervisor follows the essay appraisal method.

Accepted Answer

Employee involvement teams are designed to be collaborative efforts. When all members are eager to participate, they are more likely to contribute effectively and share ideas. A strict hierarchical structure can limit the potential for collaboration, while outsourcing the process can distance employees from the company's goals. The essay appraisal method is a tool used in performance evaluations and is not directly related to employee involvement teams.

Question 3

Employee involvement teams are most successful when membership is ________.
A) given to all workers whose productivity levels are high
B) made voluntary
C) given to workers who qualify for the program
D) made mandatory

Accepted Answer

Employee involvement teams are most successful when membership is made voluntary, as it allows for individuals who are genuinely interested in the program to participate and contribute fully. Making it mandatory may lead to individuals who are not invested in the program, resulting in lower productivity and success. Giving membership only to workers with high productivity levels or who qualify for the program may also exclude valuable input and ideas from other employees who may bring diverse perspectives to the team.

Question 4

Which of the following is a series of standards adopted by the International Organization for Standardization to spell out acceptable criteria for quality systems?
A) ISO 9000
B) Total quality management guidelines
C) Malcolm Baldrige guidelines
D) Benchmarking

Accepted Answer

ISO 9000 is a series of standards adopted by the International Organization for Standardization to spell out acceptable criteria for quality systems. Total quality management guidelines, Malcolm Baldrige guidelines, and benchmarking are other quality management methods, but not specifically related to ISO 9000 standards.

Question 5

Six Sigma is best defined as a process-oriented quality-control method
A) designed to improve the operations output to 99.9997 percent perfection.
B) aimed at producing goods with zero percent defect.
C) designed to reduce errors to 99.9997 percent perfection.
D) designed to correct problems to limit defects to 2.4 per million operations.

Accepted Answer

Six Sigma aims to improve process outputs to a level of 99.9997% perfection, which translates to 3.4 defects per million opportunities, not zero defects.

Question 6

An objective of total quality management (TQM) is to
A) meet or exceed customer expectations.
B) maximize profits for a company and its employees.
C) form a sustainable organization.
D) protect employees from any form of discrimination.

Accepted Answer

The objective of TQM is to meet or exceed customer expectations by constantly improving the quality of products or services. Maximizing profits and forming a sustainable organization are important goals as well, but they are not the sole objectives of TQM. Protecting employees from discrimination is also important, but it is not directly related to the objective of TQM.

Question 7

Which of the following skills is important for an employee involvement team to be successful?
A) Conceptual skills
B) Human relations skills
C) Technical skills
D) Problem-solving skills

Accepted Answer

The answer of Which of the following skills is important...

Question 8

________ is the practice of identifying the top performer of a process, and then learning and carrying out the top performer's practices.
A) Offshoring
B) Free riding
C) Outsourcing
D) Benchmarking

Accepted Answer

Benchmarking is the practice of identifying the top performer of a process, and then learning and carrying out the top performer's practices. Offshoring is the practice of relocating a business process or service to another country. Free riding is the act of benefiting from a public good without contributing to its production. Outsourcing is the practice of contracting out a business process or service to another company.

Question 9

Eric completes his work twice as fast as his peers do. Eric's manager requests his peers to do their work exactly the same way as he does. This is an example of ________.
A) detour behavior
B) benchmarking
C) free riding
D) outsourcing

Accepted Answer

This is an example of benchmarking, as Eric's manager is using his productivity as a standard or benchmark for the peers to follow and improve upon.

Question 10

Which of the following is an annual award administered by the U.S. Commerce Department's National Institute of Standards and Technology (NIST)?
A) Firestone Inner Circle of Quality Award
B) Baldrige Performance Excellence Program
C) ISO 9000 certification
D) Presidential Award for Management Excellence

Accepted Answer

The Baldrige Performance Excellence Program is an annual award administered by the U.S. Commerce Department's NIST. The other options mentioned are either company-specific awards (Firestone Inner Circle of Quality Award) or certifications (ISO 9000 certification), or a Presidential award that is not specifically related to NIST (Presidential Award for Management Excellence).

Question 11

________ can be best described as the quality improvement method that involves focusing the whole organization on continuously improving every business process so it satisfies customers.
A) Lean process improvement
B) The zero-defects approach
C) Total quality management
D) Statistical process control

Accepted Answer

Total Quality Management (TQM) is a quality improvement approach that involves all employees in an organization in a continuous effort to improve quality and achieve customer satisfaction. It goes beyond just production processes and applies to all areas of an organization. The main goal of TQM is to reduce waste, improve efficiency, and enhance customer experience by focusing on quality at every stage of the process.

Question 12

In the context of quality improvement methods, ________ can be best described as using a formal process in which teams study processes and correct problems to limit defects to 3.4 per million operations.
A) lean process improvement
B) Six Sigma
C) zero-defects approach
D) total quality management

Accepted Answer

The description given in the question matches the Six Sigma methodology, which aims to reduce defects to a rate of 3.4 per million operations. Lean process improvement focuses on reducing waste and improving efficiency, while total quality management is a broader approach that considers all aspects of quality in a company. The zero-defects approach, as its name suggests, aims for perfection and complete elimination of defects, which may not be a realistic goal in many situations.

Question 13

Ronald, a production manager at FindSolutions Inc., finds that his organization's process efficiency has reduced over the past three years. He asks one the supervisors to set up two groups of 10 workers each. He assigns these groups the responsibility to assess the company's processes, make decisions, and evaluate factors that reduce efficiency. In the context of quality improvement methods, Ronald is engaging ________.
A) employee involvement teams
B) statistical process control
C) the zero-defects approach
D) lean process improvement

Accepted Answer

Ronald is engaging employee involvement teams, which is a quality improvement method that involves empowering employees to actively participate in identifying and solving problems related to quality and efficiency. These teams work together to identify areas of inefficiency and recommend solutions to improve the overall process.

Question 14

The zero-defects approach is best defined as the quality control technique
A) designed to improve the product or service output to be 99.97 percent perfect.
B) in which an organization works toward making its goods and services free of problems.
C) in which the employees look for defects in parts, finished goods, or other outcomes selected through a sampling technique.
D) in which the top performer of a process is identified and imitated.

Accepted Answer

The zero-defects approach is a quality control technique in which an organization works toward making its goods and services free of problems. This approach aims for absolute perfection, with no errors or defects at all. It requires a commitment to continuous improvement and a focus on the prevention of problems rather than simply fixing them after they occur.

Question 15

In the context of quality improvement methods, ________ can be best described as a practice that considers any costs other than a cost that adds value for the customer to be wasteful and, hence, something to be eliminated.
A) lean process improvement
B) Six Sigma
C) total quality management
D) the zero-defects approach

Accepted Answer

The description provided in the question is an accurate definition of lean process improvement, which is focused on identifying and eliminating activities that do not add value for the customer. Six Sigma, total quality management, and the zero-defects approach all have different focuses and do not necessarily prioritize the elimination of all costs that do not add value for the customer.

Question 16

Betty, the CEO of Raxen Inc., thinks her organization must work as a unit toward enhancing the company's processes. She believes this will help her organization to improve customer satisfaction. In the context of quality improvement methods, Betty is most inclined toward ________.
A) employee involvement teams
B) statistical process control
C) total quality management
D) lean process improvement

Accepted Answer

Total quality management (TQM) emphasizes a holistic approach to quality improvement, involving all members of the organization in a constant effort to improve processes, products, and services. TQM places a strong emphasis on customer satisfaction and involves a variety of tools and techniques, including employee involvement teams, statistical process control, and lean process improvement. However, TQM is unique in its focus on a company-wide commitment to quality improvement, making it the most likely choice for Betty's goals of improving company processes and customer satisfaction.

Question 17

Eliza, a supervisor, tells her team to cut all costs other than the costs that add value for her company's customers. In the context of quality improvement methods, Eliza is most inclined toward ________.
A) the zero-defects approach
B) statistical process control
C) total quality management
D) lean process improvement

Accepted Answer

Eliza's focus on cutting costs other than those that add value for customers suggests that she is inclined toward lean process improvement, which emphasizes the elimination of waste and the optimization of processes to increase efficiency and value for customers. The zero-defects approach focuses on reducing errors and defects to improve quality, statistical process control involves monitoring and controlling processes to maintain quality, and total quality management involves a comprehensive approach to quality that includes continuous improvement and customer focus.

Question 18

An operator who periodically measures some aspect of ongoing production and plots the results on a control chart is most likely using
A) statistical quality control.
B) statistical process control.
C) the zero-defects approach.
D) the just-in-time approach.

Accepted Answer

The use of control charts involves statistical process control, which is a method of monitoring and controlling a process to ensure that it operates at its full potential. By measuring and plotting the results on a control chart, the operator can monitor the process and make adjustments as necessary to ensure that it remains within the control limits and produces consistent results. Statistical quality control (A) is a broader term that includes both the use of control charts and other statistical methods to ensure quality. The zero-defects approach (C) is a philosophy that aims to eliminate defects entirely rather than simply controlling them, while the just-in-time approach (D) is a production strategy that aims to minimize waste and maximize efficiency by producing only what is needed when it is needed. Neither of these approaches involves control charts or statistical process control.

Question 19

Quality improvement directed toward value ideally begins when a(n)
A) supervisor makes decisions aimed at balancing present needs and the needs of future generations.
B) organization starts to recruit more people with sustainable skills.
C) organization's employees communicate with customers to determine their needs and wants.
D) organization sets up departments according to the goods or services produced.

Accepted Answer

Quality improvement directed toward value should be customer-focused. Therefore, communication with customers to determine their needs and wants is the ideal starting point for improving quality and value.

Question 20

Which of the following is most likely to be the first step that the members of an employee involvement team should take?
A) They should select the problems to focus on the first step.
B) They should identify quality problems related to the employees' areas of responsibility.
C) They should analyze the problem to identify the causes of poor quality.
D) They should identify possible solutions and select one to recommend to management.

Accepted Answer

Identifying quality problems related to the employees' areas of responsibility is typically the first step in the process. This allows the team to understand the specific issues that need to be addressed before moving on to selecting problems, analyzing causes, or identifying solutions.

Quiz 9: Ensuring High Quality and Productivity

Employee involvement teams are most successful when

Employee involvement teams are most successful when membership is ________.

Which of the following is a series of standards adopted by the International Organization for Standardization to spell out acceptable criteria for quality systems?

Six Sigma is best defined as a process-oriented quality-control method

An objective of total quality management (TQM) is to

Which of the following skills is important for an employee involvement team to be successful?

________ is the practice of identifying the top performer of a process, and then learning and carrying out the top performer's practices.

Eric completes his work twice as fast as his peers do. Eric's manager requests his peers to do their work exactly the same way as he does. This is an example of ________.

Which of the following is an annual award administered by the U.S. Commerce Department's National Institute of Standards and Technology (NIST) ?

________ can be best described as the quality improvement method that involves focusing the whole organization on continuously improving every business process so it satisfies customers.

In the context of quality improvement methods, ________ can be best described as using a formal process in which teams study processes and correct problems to limit defects to 3.4 per million operations.

The zero-defects approach is best defined as the quality control technique

In the context of quality improvement methods, ________ can be best described as a practice that considers any costs other than a cost that adds value for the customer to be wasteful and, hence, something to be eliminated.

Betty, the CEO of Raxen Inc., thinks her organization must work as a unit toward enhancing the company's processes. She believes this will help her organization to improve customer satisfaction. In the context of quality improvement methods, Betty is most inclined toward ________.

Eliza, a supervisor, tells her team to cut all costs other than the costs that add value for her company's customers. In the context of quality improvement methods, Eliza is most inclined toward ________.

An operator who periodically measures some aspect of ongoing production and plots the results on a control chart is most likely using

Quality improvement directed toward value ideally begins when a(n)

Which of the following is most likely to be the first step that the members of an employee involvement team should take?