Deck 2: Frameworks for Quality and Performance Excellence

Question 1

In terms of variation, a bad batch of material purchased from a supplier is an example of a common cause.

Answer 1

False

Question 2

Deming recognized that historical methods of management built on early twentieth-century principles of Frederick Taylor were the foundations for excellence in quality.

Answer 2

False

Question 3

Slogans calling for improved quality usually assume that poor quality results from a lack of motivation.

Answer 3

True

Question 4

Crosby considered Zero Defects as the only performance measurement.

Question 5

According to the Baldrige Criteria, the Process Management category examines how an organization engages, manages, and develops its workforce to utilize its full potential in alignment with the organization's overall mission, strategy, and action plans.

Question 6

Each category in the Baldrige Criteria is subdivided into: items; areas to address; approaches used; the deployment; and the results obtained.

Question 7

The Baldrige Criteria is specific regarding quality tools, techniques, technologies, systems, and starting points.

Question 8

In the Baldrige evaluation process, the total possible score of all items is 10,000.

Question 9

For companies that apply for the Deming prize but do not qualify, the examination process is automatically extended up to two times over three years.

Question 10

According to study cited in the text, Baldrige is a better fit to the national culture of Japan than it is to the U.S.

Question 11

ISO standards have been adopted in the United States by the American National Standards Institute (ANSI).

Question 12

The ISO 9004 document includes the fundamentals and vocabulary of the ISO standards.

Question 13

The ISO standards of 1994 were controversial as they gave more emphasis to consistency and lesser to quality.

Question 14

ISO 14001:2004 is the most popular environmental standard.

Question 15

The recognized benchmark for Six Sigma implementation is Western Electric.

Question 16

Within the service sector, Six Sigma is beginning to be called transformational Six Sigma.

Question 17

Deming's philosophy called "A System of Profound Knowledge," consists of four parts. Which of the following is not one of them?

A) Appreciation for a system
B) Understanding process variation
C) Theory of knowledge
D) Philanthropy

Question 18

Factors that are present as a natural part of a process are called:

A) primary variances.
B) environmental causes of variation.
C) common causes of variation.
D) system variances.

Question 19

While trying to improve the quality of the system, if managers try to "fix" a _____, they will actually increase the variation in the system.

A) special cause
B) secondary variance
C) common cause
D) random variance

Question 20

In Deming's view, _____ is/are the chief culprit of poor quality.

A) common causes
B) lack of monitoring
C) assignable causes
D) variation

Question 21

SS-Melt Castings is a manufacturing unit supplying parts to engineering companies. Management is thinking about finding a solution for frequent quality issues related to product specifications. Having identified the issue to a common cause, which of the following is the best way to resolve the issue?

A) Provide quality training to the production employees
B) Change the technology of the process
C) Revise product specifications
D) Outsource specific operations to external vendors

Question 22

According to Juran, top management speaks in the language of _____, workers speak in the language of _____.

A) costs; earnings
B) dollars; things
C) statistics; workhours
D) power; loyalty

Question 23

Which of the following are not one of the four categories of Juran's definition of quality?

A) Quality of design
B) Quality of performance
C) Availability
D) Field service

Question 24

Quality control involves all of the following except:

A) identifying internal and external customers.
B) establishing units of measurement.
C) establishing standards of performance.
D) interpreting the difference between actual performance and the standard.

Question 25

Which of the following is not part of the Quality Trilogy of Juran's philosophy?

A) Quality planning
B) Quality control
C) Quality maintenance
D) Quality improvement

Question 26

Crosby's Basic Elements of Improvement includes all of the following except:

A) determination.
B) education.
C) implementation.
D) inspection.

Question 27

Which of the following is true of the Baldrige award?

A) It purports to establish guidelines and criteria that can be used by business.
B) The award exists simply to recognize product excellence.
C) The award exists for the purpose of "winning."
D) Up to five companies can receive an award in each of the categories.

Question 28

Which of the following is not part of the "leadership triad?"

A) Leadership
B) Strategic focus
C) Process management
D) Customer focus

Question 29

Each examination item in the Baldrige Criteria is evaluated on the methods the company uses to achieve the requirements addressed in each category. These methods are called:

A) strategies.
B) approaches.
C) operational guidelines.
D) work plans.

Question 30

In the Baldrige examination, the factors used to evaluate results include all of the following except:

A) current performance levels.
B) rate, breadth, and importance of performance improvements.
C) performance relative to appropriate comparisons.
D) evidence of innovation.

Question 31

After the scores for each examination item are computed, the examiners' comments and scores are discussed among the team of examiners who reviewed the examination to smooth out differences and variations in comments. This is called the _____ stage.

A) leveling
B) arbitration
C) consensus
D) formalization

Question 32

Which of the following is not one of the recognition levels according to the European Foundation for Quality Management?

A) EFQM Excellence Award
B) Recognized for Excellence
C) Committed to Excellence
D) Innovated for Excellence

Question 33

The most recent version of the written quality standards by the International Organization for Standardization is called the _____ family of standards.

A) ISO 9000:10000
B) ISO 10000:2005
C) ISO 9000:2000
D) ISO 2000:9000

Question 34

The ISO 9000:2000 standards consist of three documents of which ISO 9001 pertains to:

A) Fundamentals.
B) Requirements.
C) Vocabulary.
D) Guidance for performance improvement.

Question 35

Which of the following is true about ISO certification?

A) The ISO 9000 standards originally were intended to be advisory in nature.
B) The entire company and not individual sites must achieve recertification.
C) Recertification is required every two years.
D) Costs of recertification are borne by the company and the certifying firm.

Question 36

In the DMAIC process, a source of customer dissatisfaction is referred to as a(n):

A) critical to quality.
B) outlier feature.
C) dissatisfier.
D) variance factor.

Question 37

Which of the following is not true of the three main quality systems?

A) Baldrige concentrates on fixing quality system problems and product and service nonconformities.
B) ISO focuses on product and service conformity for guaranteeing equity in the marketplace.
C) Six Sigma concentrates on measuring product quality and driving process improvement.
D) ISO 9000 is an excellent starting point for companies with no formal quality assurance program.

Question 38

Define a system and describe its relevance according to Deming.

Question 39

What is the Organizational Profile?

Question 40

Describe ISO standards.

Question 41

What is the QS-9000?