Deck 2: Managing Quality 

Question 1

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

Answer 1

False

Question 2

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

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

Answer 2

B

Question 3

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

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

Answer 3

B

Question 4

The Malcom Baldrige Award is given to recognize:

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

Question 5

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

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

Question 6

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

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

Question 7

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

Question 8

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

Question 9

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

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

Question 10

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

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

Question 11

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

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

Question 12

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

Question 13

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

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

Question 14

Quality assurance is a procedure that ensures maintenance of standards.

Question 15

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

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

Question 16

A model for coordinating process improvement efforts is a ________.

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

Question 17

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

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

Question 18

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

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

Question 19

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

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

Question 20

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

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

Question 21

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

Question 22

ISO 9001 standards are U.S.-based standards for quality performance.

Question 23

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

Question 24

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

Question 25

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

Question 26

Common to the ISO 9001 standards,the Malcolm Baldrige Award,and the Joint Commission standards is the inclusion of leadership as a criteria for quality.

Question 27

The initials "TQM" stand for ________.

Question 28

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

Question 29

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