Question 1

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

Accepted Answer

Suppliers of food products are considered "external suppliers" or "vendors," not "external customers." External customers are those who receive or consume the products or services, such as diners in a restaurant.

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

Accepted Answer

Empowerment is specifically defined as the degree to which managers allow employees to act independently within their job description. Benchmarking is the process of comparing one's business processes and performance metrics to industry bests or best practices from other companies. Reengineering is the fundamental rethinking and radical redesign of business processes to achieve dramatic improvements in critical contemporary measures of performance, such as cost, quality, service, and speed. Quality management is the process of ensuring that an organization's products or services are consistent, reliable, and meet customer expectations. None of these are specifically related to the degree of independence given to employees within their job description.

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.

Accepted Answer

Quality is not just a program, but a holistic approach to ensuring that products and services meet or exceed customer expectations. The other three choices are all characteristics of quality - quality can reduce costs by minimizing waste and rework, quality is aimed at achieving high levels of performance excellence, and quality is ultimately defined by the customer's needs and expectations.

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.

Accepted Answer

The Malcom Baldrige Award is given to recognize quality achievement. It is a national award that recognizes U.S. organizations in the business, healthcare, education, and nonprofit sectors for their achievements in quality and performance excellence.

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

Accepted Answer

The process described is known as the "pull system" or "just-in-time" (JIT), which is a fundamental concept of Lean methodology. Six Sigma, Downsizing, and Benchmarking are not directly related to this concept.

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.

Accepted Answer

The Joint Commission is an accreditation agency that reviews voluntary programs of quality improvements in patient care in hospitals.

Question 7

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

Accepted Answer

This is a true statement. The Ishikawa diagram, also called a fishbone diagram or cause-and-effect diagram, is a tool used to identify the various factors (or "bones") that may contribute to a specific problem or outcome (the "head" of the fish). The diagram helps to visually organize and analyze these potential factors, making it easier to identify root causes and develop solutions.

Question 8

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

Accepted Answer

Quality should be defined by both the manager and the customer. The manager sets the standards and expectations for the product or service, but ultimately, it is the customer who determines if the quality of the product or service meets their needs and expectations. Involving the customer in the definition of quality is vital for ensuring customer satisfaction and repeat business.

Question 9

The radical redesign of business processes for dramatic improvement is termed ________.
A)reengineering
B)right sizing
C)benchmarking
D)six sigma

Accepted Answer

The term "reengineering" specifically refers to the radical redesign of business processes for significant improvement. B) Rightsizing refers to adjusting the size of a company to fit its current needs. C) Benchmarking involves comparing one's business processes to best practices in the industry. D) Six Sigma is a methodology for improving quality control through minimizing defects in a process.

Question 10

W)Deming is most known for his work in which country?
A)Canada
B)France
C)United States
D)Japan

Accepted Answer

Deming is most known for his work in Japan, where he helped to improve the quality of products and services after World War II. He taught Japanese companies his philosophy of quality management, which became known as the "Deming Method" or "Total Quality Management." His approach emphasized continuous improvement, statistical analysis, and employee involvement in the management process.

Question 11

The 14-point system to help companies improve their quality was created by ________.
A)Juran
B)Hammer
C)Shewhart
D)Deming

Accepted Answer

The 14-point system to help companies improve their quality was created by W. Edwards Deming.

Question 12

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

Accepted Answer

Continuous monitoring and evaluation are essential components of a successful quality assurance program. This allows for identifying areas that require improvement and ensuring that standards and processes are consistently met.

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

Accepted Answer

Pareto analysis, also known as the Pareto principle or the 80-20 rule, is a problem-solving technique that identifies the most significant inputs (the 20%) that are causing the majority (80%) of the outcomes or problems. This analysis can be applied to various fields, including business, economics, and social sciences.

Question 14

Quality assurance is a procedure that ensures maintenance of standards.

Accepted Answer

Quality assurance is a process that aims to maintain and improve the standards of a product or service. It involves processes and procedures that ensure that a product or service meets the specified requirements and expectations of the customer. Therefore, the statement is true.

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

Accepted Answer

The Ritz Carlton is the only hotel company to have won the Baldrige Award twice, in 1992 and 1999.

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

Accepted Answer

The plan-do-check-act (PDCA) cycle, also known as the Deming cycle, provides a framework for continuous process improvement by iteratively planning, implementing, evaluating and adjusting processes. It can help ensure that improvement efforts are coordinated and systematic. The other options listed are quality tools that can be used within a PDCA cycle but do not provide a comprehensive model for process improvement coordination.

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

Accepted Answer

Six Sigma is a data-driven technique that aims to eliminate defects in a process by identifying and removing causes of variation and reducing variability. Reengineering involves rethinking and redesigning business processes to achieve improvements in efficiency, quality, and customer satisfaction. Benchmarking involves comparing an organization's performance against top performers in the industry to identify areas for improvement. Quality assurance involves ensuring that a product or service meets or exceeds customer expectations by implementing quality control systems and processes. While all the techniques listed can help to improve quality, only Six Sigma is specifically focused on identifying and eliminating defects through data analysis.

Question 18

Process improvement programs are part of ________ in the foodservice systems model.
A)input
B)control
C)transformation
D)output

Accepted Answer

Process improvement programs are part of the control element in the foodservice systems model, as they help ensure that the system operates efficiently and meets quality standards.

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

Accepted Answer

Quality assurance is a procedure that defines and ensures maintenance of standards within prescribed tolerances for a product or service. It involves activities such as planning, documenting, testing, and controlling processes to ensure that a product or service meets the desired quality standards. Quality assurance is an important aspect of any organization's quality management system.

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

Accepted Answer

A control chart is a tool used in process improvement projects that provides a graphical representation of process performance data over time. The chart helps to identify any trends or patterns in the data, which can be used to make adjustments to the process to improve its performance. The other options, Pareto analysis, Plan-Do-Check-Act cycle, and Fishbone diagram, are also process improvement tools, but they do not provide a graphical record of improvement efforts over time like a control chart does.

Quiz 2: Managing Quality

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

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

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

The Malcom Baldrige Award is given to recognize:

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

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

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

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

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

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

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

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

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

Quality assurance is a procedure that ensures maintenance of standards.

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

A model for coordinating process improvement efforts is a ________.

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

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

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

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