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Process and Quality Management > Chapter 2 Questions - Frameworks for Quality and Performance Excellence > Flashcards

Chapter 2 Questions - Frameworks for Quality and Performance Excellence Flashcards

1
Q

Unlike other management gurus and consultants, Deming was clear and precise
on his definition of quality. T or F

A

False

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2
Q

In terms of variation, a bad batch of material purchased from a supplier is an
example of a common cause. T or F

A

False

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3
Q

A system governed only by common causes is stable and its performance can be
predicted. T or F

A

True

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4
Q

Deming recognized that historical methods of management built on early
twentieth-century principles of Frederick Taylor were the foundations for
excellence in quality. T or F

A

False

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5
Q

Slogans calling for improved quality usually assume that poor quality results from
a lack of motivation. T or F

A

True

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6
Q

Juran advocates the accounting and analysis of quality costs to focus attention on
quality problems. T or F

A

True

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7
Q

According to Crosby’s Absolutes of Quality Management, quality means
conformance to requirements not elegance. T or F

A

True

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8
Q

Crosby considered Zero Defects as the only performance measurement. T or F

A

False

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9
Q

The Deming Award recognizes U.S. companies that excel in quality management
practice and performance. T or F

A

False

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10
Q

According to the Baldrige Criteria, the Process Management category examines
how an organization engages, manages, and develops its workforce to utilize its
full potential in alignment with the organization’s overall mission, strategy, and
action plans. T or F

A

False

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11
Q

Each category in the Baldrige Criteria is subdivided into: items; areas to address;
approaches used; the deployment; and the results obtained. T or F

A

True

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12
Q

7 Wastes

A
  1. Overproduction
  2. Waiting time
  3. Unnecessary transportation
  4. Excess processing
  5. Too much inventory
  6. Unnecessary Motion
  7. Defects
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13
Q
  1. Overproduction
  2. Waiting time
  3. Unnecessary transportation
  4. Excess processing
  5. Too much inventory
  6. Unnecessary Motion
  7. Defects
A

7 Wastes

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14
Q

Deming’s philosophy called “A System of Profound Knowledge,” consists of four

parts. Which of the following is not one of them?
a. Appreciation for a system
b. Understanding process variation
c. Theory of knowledge
d. Philanthropy

A

D: Philanthropy

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15
Q

Deming emphasized that management’s job is to:

a. optimize the system.
b. maximize employment.
c. achieve suboptimization.
d. control the process indexes.

A

A: Optimize the system

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16
Q

Factors that are present as a natural part of a process are called:

a. primary variances.
b. environmental causes of variation.
c. common causes of variation.
d. system variances.

A

C: Common causes of variation

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17
Q

Variations that result from special causes are often called:

a. special variances.
b. secondary causes of variation.
c. random variances.
d. assignable causes.

A

D: assignable causes

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18
Q

_____ arise from external sources that are not inherent in the process.

a. Special causes
b. Random variances
c. Common causes
d. Non-system variances

A

A: Special causes

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19
Q

T or F: The Baldrige Criteria is specific regarding quality tools, techniques, technologies, systems, and starting points.

A

False

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20
Q

T or F: In the Baldrige award evaluation process, to help examiners understand the context of the organization, applicants are required to provide a Performance Profile, which is basically a snapshot of the organization that describes the organizational environment.

A

False

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21
Q

T or F: Deployment refers to the extent to which the approaches are applied to all requirements of the item

A

True

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22
Q

T or F: In the Baldrige evaluation process, the total possible score of all items is 10,000.

A

False

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23
Q

T or F: Sustainability refers to an organization’s ability to address current business needs and to have the agility and strategic management to prepare successfully for the future.

A

True

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24
Q

T or F: The 10 major categories of the Deming prize are further divided into “checking points.”

A

True

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25
Q

T or F: For companies that apply for the Deming prize but do not qualify, the examination process is automatically extended up to two times over three years.

A

True

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26
Q

T or F: In the additional awards given the European Foundation for Quality Management, Recognized for Excellence is given for organizations that are at the beginning of the journey to excellence.

A

False

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27
Q

T or F: Enablers are the means by which an organization approaches its business responsibilities.

A

True

28
Q

T or F: According to study cited in the text, Baldrige is a better fit to the national culture of Japan than it is to the U.S.

A

True

29
Q

T or F: ISO standards have been adopted in the United States by the American National Standards Institute (ANSI)

A

True

30
Q

T or F: The ISO 9004 document includes the fundamentals and vocabulary of the ISO standards.

A

False

31
Q

T or F: The ISO standards of 1994 were controversial as they gave more emphasis to consistency and lesser to quality

A

True

32
Q

T or F: ISO 14001:2004 is the most popular environmental standard.

A

True

33
Q

T or F: An ultimate “stretch” goal of all organizations that adopt a Six Sigma philosophy is to have all critical processes, regardless of functional area, at a six sigma level of capability.

A

True

34
Q

T or F: The recognized benchmark for Six Sigma implementation is Western Electric.

A

False

35
Q

T or F: Six Sigma is based largely on worker empowerment and teams; TQ is owned by business leader champions.

A

False

36
Q

T or F: Within the service sector, Six Sigma is beginning to be called transformational Six Sigma.

A

False

37
Q

Implementing Six Sigma fulfills in part many of the elements of ISO 9000:2000.

A

True

38
Q

A system governed only by _____ is stable and its performance can be predicted.

a. special causes
b. common causes
c. random variances
d. assignable causes

A

B: Common Causes

39
Q

While trying to improve the quality of the system, if managers try to “fix” a _____, they will actually increase the variation in the system.

a. special cause
b. secondary variance
c. common cause
d. random variance

A

C: Common Cause

40
Q

In Deming’s view, _____ is/are the chief culprit of poor quality.

a. common causes
b. lack of monitoring
c. assignable causes
d. variation

A

D: Variation

41
Q

SS-Melt Castings is a manufacturing unit supplying parts to engineering companies. Management is thinking about finding a solution for frequent quality issues related to product specifications. Having identified the issue to a common cause, which of the following is the best way to resolve the issue?

a. Provide quality training to the production employees
b. Change the technology of the process
c. Revise product specifications
d. Outsource specific operations to external vendors

A

B: Change the technology of the process

42
Q

Deming believed _____ should be the common language across the levels in an organization.

a. costs
b. efficiency
c. management terms
d. statistics

A

D: Statistics

43
Q

According to Juran, top management speaks in the language of _____, workers speak in the language of _____.

a. costs; earnings
b. dollars; things
c. statistics; workhours
d. power; loyalty

A

B: Dollars; Things

44
Q

Which of the following are not one of the four categories of Juran’s definition of quality?

a. Quality of design
b. Quality of performance
c. Availability
d. Field service

A

B: Quality of Performance

45
Q

Quality control involves all of the following except:

a. identifying internal and external customers.
b. establishing units of measurement.
c. establishing standards of performance.
d. interpreting the difference between actual performance and the standard.

A

A: Identifying internal and external customers

46
Q

Which of the following is not part of the Quality Trilogy of Juran’s philosophy?

a. Quality planning
b. Quality control
c. Quality maintenance
d. Quality improvement

A

C: Quality Maintenance

47
Q

Juran and Deming would argue that it is pointless to exhort a line worker to produce perfection, because:

a. workers are not motivated to improve unless a financial incentive is offered.
b. the overwhelming majority of imperfections are due to poorly designed manufacturing systems.
c. it is the supervisor’s responsibility to ensure quality through effective quality control.
d. management systems that are unsupportive of quality initiatives should be reengineered in advance.

A

B: The overwhelming majority of imperfections are due to poorly designed manufacturing systems.

48
Q

Crosby’s Basic Elements of Improvement includes all of the following except:

a. determination.
b. education.
c. implementation.
d. inspection.

A

D: Inspection

49
Q

Which of the following is true of the Baldrige award?

a. It purports to establish guidelines and criteria that can be used by business.
b. The award exists simply to recognize product excellence.
c. The award exists for the purpose of “winning.”
d. Up to five companies can receive an award in each of the categories

A

D: Up to five companies can receive an award in each of the categories

50
Q

The Baldrige award examination is based upon a rigorous set of criteria, called the:

a. Seven Points of Superior Quality
b. Criteria for Performance Excellence.
c. Baldrige Points of Excellence.
d. Benchmarks of Quality and Performance.

A

B: Criteria for Performance Excellence

51
Q

Which of the following is not part of the “leadership triad?”

a. Leadership
b. Strategic focus
c. Process management
d. Customer focus

A

c. Process management

52
Q

Applicants to the Baldrige Award are required to provide a snapshot of the organization that describes the organizational environment, referred to as the:

a. Organizational Profile.
b. Organizational Portfolio.
c. Organizational Tree.
d. Organizational Summary.

A

a. Organizational Profile.

53
Q

Each examination item in the Baldrige Criteria is evaluated on the methods the company uses to achieve the requirements addressed in each category. These methods are called:

a. strategies.
b. approaches.
c. operational guidelines.
d. work plans.

A

B

54
Q

In the Baldrige examination, the factors used to evaluate results include all of the following except:

a. current performance levels.
b. rate, breadth, and importance of performance improvements.
c. performance relative to appropriate comparisons.
d. evidence of innovation.

A

D

55
Q

After the scores for each examination item are computed, the examiners’ comments and scores are discussed among the team of examiners who reviewed the examination to smooth out differences and variations in comments. This is called the _____ stage.

a. leveling
b. arbitration
c. consensus
d. formalization

A

C

56
Q

_____ refers to an organization’s ability to address current business needs and to have the agility and strategic management to prepare successfully for the future, and to prepare for real-time or short-term emergencies.

a. Sustainability
b. Adaptability
c. Proactiveness
d. Strategic focus

A

A

57
Q

As per the Baldrige program, companies with _____ or fewer employees are classified as small businesses.

a. 200
b. 300
c. 400
d. 500

A

D

58
Q

As defined by the Union of Japanese Scientists and Engineers, _____ is a system of activities to assure that quality products and services required by customers are economically designed, produced, and supplied while respecting the principle of customer-orientation and the overall public well-being.

a. Performance Excellence
b. Companywide Quality Control
c. Deming’s 14 Points
d. Total Quality

A

B

59
Q 
Which of the following is not one of the recognition levels according to the European Foundation for Quality Management?
a.	EFQM Excellence Award
b.	Recognized for Excellence
c.	Committed to Excellence
Innovated for Excellence
A

D

60
Q

The most recent version of the written quality standards by the International Organization for Standardization is called the _____ family of standards.

a. ISO 9000:10000
b. ISO 10000:2005
c. ISO 9000:2000
d. ISO 2000:9000

A

C

61
Q

The ISO 9000:2000 standards consist of three documents of which ISO 9001 pertains to:

A

B

62
Q

Which of the following is true about ISO certification?

a. The ISO 9000 standards originally were intended to be advisory in nature.
b. The entire company and not individual sites must achieve recertification.
c. Recertification is required every two years.
d. Costs of recertification are borne by the company and the certifying firm.

A

A

63
Q

The origin of the term six sigma came from a statistical measure that equates to _____ or fewer errors or defects per million opportunities.

a. 2.6
b. 3.4
c. 4.3
d. 4.5

A

B

64
Q

In both manufacturing and nonmanufacturing processes, places where the defective “product” is sent to be reworked or scrapped are referred to as:

a. recycling units.
b. outlier facilities.
c. hidden factories.
d. reengineering units.

A

C

65
Q

In the DMAIC process, a source of customer dissatisfaction is referred to as a(n):

a. critical to quality.
b. outlier feature.
c. dissatisfier.
d. variance factor.

A

A

66
Q

Which of the following is not true of the three main quality systems?

a. Baldrige concentrates on fixing quality system problems and product and service nonconformities.
b. ISO focuses on product and service conformity for guaranteeing equity in the marketplace.
c. Six Sigma concentrates on measuring product quality and driving process improvement.
d. ISO 9000 is an excellent starting point for companies with no formal quality assurance program.

A

A

67
Q

Six Sigma methodology is driven by a _____ methodology.

a. fit-for-use
b. conformance-to-specifications
c. management-by-fact
d. cost-driven

A

C

Process and Quality Management (4 decks)

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