Question 1

According to W. Edwards Deming, top management must be dedicated to having customers receive products as promised.

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Question 2

Managers today need to be aware quality is not just determined at the end of a production line. Which of the following quality attributes is determined by customer's perception of an organization?

Accepted Answer

Customer perception of an organization determines the positive company image, which is a quality attribute. Options A, C, D, and E are more related to business goals and objectives rather than quality attributes.

Question 3

What is total quality management? Give a brief history of the evolution of total quality management and the principles behind the concept.

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Question 4

What are the steps involved in the incremental improvement process?

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Question 5

Understanding the true essence of the total quality management process is the realization TQM is a/an ________; not a/an ________.

Accepted Answer

Total quality management (TQM) is not a one-time event or a fixed procedure to be implemented and then forgotten. It is a continuous journey that involves ongoing improvements and adjustments to ensure quality at every stage of the process. TQM is not a destination that can be reached and then abandoned; it is an ongoing commitment to excellence in all aspects of an organization's operations. Choice C correctly captures this idea, while the other options either miss the mark or present a partially correct view.

Question 6

What are the benefits that an organization can enjoy by successfully offering high-quality products and services to the marketplace?

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Question 7

What are the seven principles of reengineering improvements, as outlined by Michael Hammer?

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Question 8

According to the reengineering improvements process, work should be organized around outcomes rather than tasks.

Accepted Answer

The reengineering improvements process emphasizes organizing work around outcomes rather than tasks. This approach focuses on achieving desired results, rather than simply completing a list of assigned tasks. It encourages cross-functional teams to work together to achieve common goals and promotes creativity in finding new and more efficient ways to accomplish those goals.

Question 9

According to Deming, which of the following is a creative idea for enhancing organizational success?

Accepted Answer

Encouraging self-development of workers can lead to a more engaged and knowledgeable workforce, which in turn can lead to improved quality and organizational success. This idea aligns with Deming's emphasis on continuous improvement and empowerment of employees. The other options focus more on quality management processes and monitoring rather than promoting creativity and innovation within the organization.

Question 10

According to W. Edwards Deming, employees have the primary responsibility for achieving product quality.

Accepted Answer

W. Edwards Deming believed that management has the primary responsibility for achieving product quality, as they create the systems and processes that impact the quality of the final product. Deming advocated for a management philosophy that focuses on continuous improvement and employee empowerment to improve product quality.

Quiz 21: Encouraging Creativity and Innovation