Chapter 2 Flashcards

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1
Q
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 \_\_\_\_\_\_
A

Quality

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2
Q

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

A

Quality assurance (QA)

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3
Q
Management philosophy in 
which processes are refined 
with goal of improving  
performance in response 
to customer needs and 
expectation is known as \_\_\_\_\_
A

Total quality management (TQM)

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4
Q

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

A

Empowerment

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5
Q

Something that limits an
organization from reaching
its goals is _______

A

Constraint

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6
Q

Comparison against best

performance in the field is _____

A

Benchmarking

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7
Q

Quality is not a program, it

is an approach to _______

A

Business

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8
Q

_____ is defined by the customer

through his or her satisfaction

A

Quality

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9
Q

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

A

Opportunity

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10
Q

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

A

errors

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11
Q
A focused management 
philosophy for providing 
leadership, structure, training, 
and an environment in which 
to improve continuously all 
organizational processes is \_\_\_\_
A

Continuous Quality Improvement (CQI)

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12
Q

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

A

Six Sigma

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13
Q

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

A

Kaizen

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14
Q

Radical redesign of business
processes for dramatic
improvement is _____

A

Reengineering

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15
Q
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 \_\_\_\_\_
A

Lean

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16
Q

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

A

Theory of constraints

17
Q

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

A

Pareto analysis

18
Q

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

A

Root cause analysis

19
Q

Graphical representation of

the steps in a process is a ______

A

Flowcharts

20
Q

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

A

Failure mode and effects analysis

21
Q
A complex flowchart documenting 
processes and flows to help a 
manager determine which 
processes add value and which 
do not is a \_\_\_\_\_\_\_\_
A

Value stream map

22
Q

What are tools for collecting

data about observations?

A

Check sheets

23
Q

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

A

Histograms

24
Q
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 \_\_\_\_\_\_\_
A

Control charts

25
Q

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

A

Scattered diagrams

26
Q

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

A

Plan-do-check-act PDCA

27
Q

Who was the plan-do-

check-act created by?

A

Walter Shewhart

28
Q

-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

A

FOCUS

29
Q

Bar chart used to show a

project implementation schedule is _____

A

Gantt Charts

30
Q
  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 ______
A

ISO 9000 Standards

31
Q

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

A

Leadership

32
Q
The effectiveness of strategic 
and business planning and 
deployment of plans, with 
a strong focus on customer 
and operational performance 
requirements is \_\_\_\_
A

Strategic planning

33
Q
How the company determines 
customer and market 
requirements and expectations, 
enhances relationships with 
customers, and determines 
their satisfaction is \_\_\_\_\_
A

Customer and market focus

34
Q
The effectiveness of information 
collection and analysis to 
support customer-driven 
performance excellence and 
market-place success is \_\_\_\_\_
A

Measurement, analysis,

and knowledge management

35
Q

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

A

Human resource focus

36
Q

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

A

Process management

37
Q
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 \_\_\_\_\_\_
A

Business results