Chapter 2

Question 1

Characteristics of a product or 
service that bears on its ability 
to satisfy stated or implied needs 
and a product or service that is
 free of defects is \_\_\_\_\_\_

Answer 1

Quality

Question 2

Procedure that defines and
ensures maintenance of
standards within prescribed
tolerances is ______

Answer 2

Quality assurance (QA)

Question 3

Management philosophy in 
which processes are refined 
with goal of improving  
performance in response 
to customer needs and 
expectation is known as \_\_\_\_\_

Answer 3

Total quality management (TQM)

Question 4

Level or degree to which
managers allow employees
to act independently within
their job description is ________

Answer 4

Empowerment

Question 5

Something that limits an
organization from reaching
its goals is _______

Answer 5

Constraint

Question 6

Comparison against best

performance in the field is _____

Answer 6

Benchmarking

Question 7

Quality is not a program, it

is an approach to _______

Answer 7

Business

Question 8

_____ is defined by the customer

through his or her satisfaction

Answer 8

Quality

Question 9

Quality is aimed at performance
excellence anything less
is an improvement _______

Answer 9

Opportunity

Question 10

Quality increases customer
satisfaction, reduces cycle
times and costs, and
eliminates _____ and reworks.

Answer 10

errors

Question 11

A focused management 
philosophy for providing 
leadership, structure, training, 
and an environment in which 
to improve continuously all 
organizational processes is \_\_\_\_

Answer 11

Continuous Quality Improvement (CQI)

Question 12

A disciplined, data-driven
approach for improving
quality by removing defects
and their causes is ____

Answer 12

Six Sigma

Question 13

A Japanese philosophy
emphasizing incremental
and continuous improvement
in every aspect of daily life is _____

Answer 13

Kaizen

Question 14

Radical redesign of business
processes for dramatic
improvement is _____

Answer 14

Reengineering

Question 15

Using less human effort, less 
space, less capital, and less
time to make products exactly 
as the customer wants with 
fewer defects than occur in 
mass production is known as \_\_\_\_\_

Answer 15

Lean

Question 16

Concentration on exploiting
and elevating constraints that
slow production or service is the ______

Answer 16

Theory of constraints

Question 17

What is considered the 80-20
rule because 80% of a given
outcome typically results
from 20% of an input?

Answer 17

Pareto analysis

Question 18

Which analysis focuses on
identifying the root cause
of a given problem?

Answer 18

Root cause analysis

Question 19

Graphical representation of

the steps in a process is a ______

Answer 19

Flowcharts

Question 20

What analysis involves identification
of potential failure that might
occur in a process?

Answer 20

Failure mode and effects analysis

Question 21

A complex flowchart documenting 
processes and flows to help a 
manager determine which 
processes add value and which 
do not is a \_\_\_\_\_\_\_\_

Answer 21

Value stream map

Question 22

What are tools for collecting

data about observations?

Answer 22

Check sheets

Question 23

Bar graphs that are used to
display graphically the
frequency distribution of data are ____

Answer 23

Histograms

Question 24

Graphical record of process 
performance over a period 
of time, values of upper and 
lower control limits are drawn 
to help identify potential 
problems is \_\_\_\_\_\_\_

Answer 24

Control charts

Question 25

Provide a visual way to
examine possible relationships
between two variables are
known as ______

Answer 25

Scattered diagrams

Question 26

Cycle is a model for
coordinating process
improvement efforts is a ________

Answer 26

Plan-do-check-act PDCA

Question 27

Who was the plan-do-

check-act created by?

Answer 27

Walter Shewhart

Question 28

-Find a process to improve
-Organize a team that
knows the process
-Clarify current knowledge
of the process
-Understand causes of
process variation
-Select the process improvement

Answer 28

FOCUS

Question 29

Bar chart used to show a

project implementation schedule is _____

Answer 29

Gantt Charts

Question 30

1. Customer focus
   2.Leadership
2. Involement of people
3. Process approach
4. Systems approach to management
5. Continual improvement
6. Factual approach to decision making
7. Mutually beneficial supplier relations
   are the eight principles that make up ______

Answer 30

ISO 9000 Standards

Question 31

The company’s leadership
system, values, expectations,
and public responsibilities is _____

Answer 31

Leadership

Question 32

The effectiveness of strategic 
and business planning and 
deployment of plans, with 
a strong focus on customer 
and operational performance 
requirements is \_\_\_\_

Answer 32

Strategic planning

Question 33

How the company determines 
customer and market 
requirements and expectations, 
enhances relationships with 
customers, and determines 
their satisfaction is \_\_\_\_\_

Answer 33

Customer and market focus

Question 34

The effectiveness of information 
collection and analysis to 
support customer-driven 
performance excellence and 
market-place success is \_\_\_\_\_

Answer 34

Measurement, analysis,

and knowledge management

Question 35

The success of efforts to
realize the full potential of
the workforce to create a
high-performance organization is ______

Answer 35

Human resource focus

Question 36

The effectiveness of systems
and processes for assuring the
quality of products and services is ______

Answer 36

Process management

Question 37

Performance results, trends, 
and comparison to competitors 
in key business areas, including 
customer satisfaction, financial, 
marketplace, human resources, 
suppliers and partners, operations, 
governance, and social responsibility is \_\_\_\_\_\_

Answer 37

Business results