Mountain View Children's Care
Dr. Samantha Wong, chief pediatric physician at Mountain View Children's Care, has been experimenting with the number and size of patient rooms, and the location of these rooms, to develop performance standards and efficient operation. In improving her processes, Dr. Wong obtains feedback from both internal and external customers and advocates the idea of zero defects (every patient must be served right the first time) to all her partners and nurses. Dr. Wong's personal involvement in all areas of this pediatric practice appears to be leading the business to success.
-Refer to Mountain View Children's Care. When Dr. Wong advocates the idea of zero defects to her employees, she is advocating whose idea?
A) Philip B. Crosby
B) Kaoru Ishikawa
C) W. Edward Deming
D) Armand V. Feigenbaum
E) Joseph M. Juran

Question

Quizplus · Accepted Answer

The idea of zero defects is closely associated with the work of Philip B. Crosby, who advocated the concept of "doing it right the first time" and emphasized the importance of preventing defects rather than correcting them.