Question 1

One SPC tool used in total quality management is the Pareto chart.

Accepted Answer

The Pareto chart is widely used in total quality management as an SPC tool to analyze the causes of problems and prioritize improvement efforts based on the Pareto principle, which states that a small percentage of causes is responsible for a large percentage of the effect.

Question 2

While small business organizations can seek to achieve the Malcolm Baldrige National Quality Award, hospitals cannot.

Accepted Answer

Hospitals can indeed seek to achieve the Malcolm Baldrige National Quality Award in the healthcare category. The award is open to businesses and organizations of all sizes and sectors.

Question 3

An operational goal of total quality management is ensuring that the organization's systems will never produce a defective product or service.

Accepted Answer

Total quality management strives for continuous improvement in processes and products/services, rather than expecting perfection. While the goal is to reduce defects as much as possible, it is recognized that some level of defects may still occur and the focus is on quickly identifying and addressing them.

Question 4

Design quality refers to the inherent value of the product in the marketplace.

Accepted Answer

Design quality is an important factor that contributes to the value of a product in the marketplace. It refers to the degree to which a product’s design meets the needs and expectations of its target audience, as well as its level of innovation, usability, and aesthetic appeal. A product with high design quality is likely to be perceived as more valuable and desirable by consumers, and may command a higher price point.

Question 5

A quality guru named Philip Crosby defined quality as conformance to requirements.

Accepted Answer

Philip Crosby is known for his definition of quality as "conformance to requirements".

Question 6

An operational goal of total quality management is the careful design of the product or service.

Accepted Answer

One of the operational goals of total quality management is to design products or services that meet or exceed customer expectations. This involves careful planning and consideration of all aspects of the product or service from the customer's perspective.

Question 7

The term "conformance quality" refers to the relative level of performance of a product as compared to competing products. For instance, certain luxury sedans are said to be of "higher quality" than some low-priced sub-compact automobiles.

Accepted Answer

The term "conformance quality" actually refers to the degree to which a product meets specified standards and requirements. It is not directly related to the level of performance compared to competing products.

Question 8

One tool used in total quality management is the run chart.

Accepted Answer

The run chart is a tool used in total quality management to track process performance over time.

Question 9

In 1997, the Malcolm Baldrige National Quality Improvement Act established the U.S. annual award for total quality management.

Accepted Answer

The Malcolm Baldrige National Quality Improvement Act was actually established in 1987, not 1997, to recognize U.S. organizations for their achievements in quality and performance.

Question 10

The Malcolm Baldrige National Quality Award represents the U.S. government's endorsement of quality as an essential part of successful business strategy.

Accepted Answer

The statement is true. The Malcolm Baldrige National Quality Award is a prestigious award that recognizes organizations for their outstanding performance excellence and dedication to quality in their operations, customer service, leadership, and more. It is administered by the U.S. Department of Commerce's National Institute of Standards and Technology (NIST) and represents the government's commitment to promoting the importance of quality in business.

Question 11

A quality guru named Philip Crosby defined quality as fitness for use.

Accepted Answer

Philip Crosby defined quality as "conformance to requirements," not "fitness for use," which was defined by Joseph Juran.

Question 12

While business organizations can seek to achieve the Malcolm Baldrige National Quality Award, universities cannot.

Accepted Answer

Universities can seek to achieve the Malcolm Baldrige National Quality Award in the education category.

Question 13

A quality guru named Joseph M. Juran is well known for his program structured around "14 points" for management.

Accepted Answer

Joseph M. Juran is renowned for his work on quality management, particularly the Juran Trilogy, not for a program structured around "14 points"; that framework is associated with W. Edwards Deming.

Question 14

Conformance quality is a strategic decision for a firm.

Accepted Answer

The answer of Conformance quality is a strategic decision for...

Question 15

A quality guru named Philip Crosby suggested that a general approach to quality management should involve prevention, not inspection.

Accepted Answer

Philip Crosby's philosophy was centered around the concept of "quality is free", and he believed that preventing defects in the first place was more effective and efficient than inspecting products after they were produced. He proposed a four-step process for achieving quality: 1) define quality, 2) measure quality, 3) evaluate the cost of quality, and 4) take action to improve quality. His approach emphasized the importance of prevention, rather than detection and correction.

Question 16

A quality guru named Joseph M. Juran defined quality as fitness for use.

Accepted Answer

Joseph M. Juran did define quality as fitness for use.

Question 17

One of the tools common to all quality efforts is leadership.

Accepted Answer

The answer of One of the tools common to all...

Question 18

TQM is an acronym meaning "total quality measurement."

Accepted Answer

TQM stands for "total quality management", not "total quality measurement".

Question 19

An operational goal of total quality management is ensuring that the organization's systems can consistently produce the product or service as it is designed.

Accepted Answer

This statement is true as one of the key objectives of total quality management is to ensure consistent production of products or services that meet or exceed customer expectations.

Question 20

Fundamental to any quality program is the determination of quality specifications and the costs of achieving (or not achieving) those specifications.

Accepted Answer

This statement is true. Quality specifications outline the standards and requirements that a product or service must meet in order to be considered high quality. Determining the costs of achieving or not achieving these specifications is important for maintaining the overall quality of a program.

Quiz 12: Six Sigma Quality