QMS 101

The concept of scientific management is most closely associated with Frederick Taylor.
True
Advances in service quality in the U.S. began to be observed after the year 2000.
False
Which of the following represents a point of disagreement between Deming and Juran?
Change can be accomplished within the organization’s existing structur. Juran’s look took a project-by-project approach, while Deming believed that management must “adopt the new philosophy”
Which of the following was a top priority of U.S. manufacturing in the time period immediately following World War II?
The correct response is production output quality. This is why final mass inspection was so important.
Until the start of 1980s, most U.S. companies focused on maintaining quality levels by utilizing which of the following practices?
Mass inspection- This habit is left over from the early industrial age when people were no longer seen as crafts people but cogs in a wheel.
Managing for quality in organizational processes has been referred to as ________________ while product quality has been referred to as ________________.
Big Q, Little Q
Crosby estimates that most companies spend __________ percent of their sales dollars on quality costs.
15 to 20
As total quality has evolved, it has come to represent principles for how an organization should be managed for overall performance excellence.
True
Which of the following does not represent a dimension of the total quality principle of employee involvement and teamwork?
Management by objectives.
Which of the following definitions does not match the associated quality dimensions?
Dimension: reliability; Definition: a product’s primary operating characteristics.
Crosby argues that Zero Defects is a motivational program and not a performance standard.
False-Crosby stressed motivation and planning rather tahn statistical process control and problem-solving strategies. He was focused on prevention early on.
According to Deming and Juran, the majority of quality problems are associated with:
process designed by management
The acronym TQM stands for:
Total quality management.
In general, employee engagement has been viewed as an effective practice for customer-driven organizations that embrace total quality.
True-
Good another question that required you to interpret. Reading all of the experts closely, we can see that their one point of agreement is that the people who are closest to the work know best what is going on.
Total quality represents a set of tools and techniques rather than a management philosophy.
False-Without a positive mindset on the part of management, tools and techniques are just window dressing.
Deming advocated the use of numerical quotas.
False
Japanese companies made significant penetration into Western markets by which decade?
1970s
Systems thinking can be applied to the analysis of:
both manufacturing and service processes.
Which of the following cannot be considered a foundation principle of total quality?
Tight managerial control.
Crosby emphasizes using management and organizational processes rather than statistical techniques to change corporate culture and attitudes.
True-Yes, Crosby believed that Quality is conformance to requirements and Zero Defects, variation was not in the lexicon. He believed in prevention starategies. His only measurement was cost of no quality.
Crosby’s Basic Elements of Improvement were determination, education, and implementation.
True
Deming stressed that the ultimate responsibility for quality improvement lies with:
Top management
The relationships between the _________________ of an organization are key to understanding the chain of quality which ultimately ends in a final product or service provided to the customer.
… “Internal customers..contribute to the company’s mission and depend on the department’s of function’s products or services to ultimately serve consumers and external customers (page 188).
A paper mill supplies a corrugated container manufacturer with Kraft paper. The corrugated container manufacturer uses Kraft paper to manufacture corrugated shipping containers that are then sold to a cereal manufacturer. Which of the following is true?
The corrugated container manufacturer is an external customer of the paper mill.
Which of the following is not true based on Crosby’s quality philosophy?
Zero defects is an unrealistic goal.
Middle management is usually the organizational group that is most supportive of a change to a total quality environment.
False
The European Quality Award and European Quality Prize were first granted in the early 1990s.
True
A popular use of the Baldrige Criteria is for company self-evaluation or internal recognition programs.
True
The primary purpose of the Malcolm Baldrige National Quality Award is to develop an equivalent U.S. set of standards for the international ISO 9000 standards.
False
A systems perspective is contained in both the Baldrige criteria and Six Sigma implementation efforts.
True
According to the International Quality Study best practices report, return on assets can be used to determine total quality implementation approaches.
True
Since the Malcolm Baldrige National Quality Award’s inception, the criteria used have remained relatively unchanged.
False
Reward systems often get in the way of culture change and must be adjusted for the new culture to take hold.
True
Corporate culture is the best reflected in the firm’s value statement and not management policies.
False
The Deming Prize was instituted in 1951 by the American Society for Quality Control to honor Dr. W.E. Deming’s contribution to quality management.
False
Corporate culture is best reflected in the firm’s value statement and not management policies.
False
Culture is a powerful influence on behavior because it operates without being talked about.
True
Examination of successful total quality implementation efforts has discovered that each successful firm has adopted the same model of total quality.
False
Process change is more comprehensive than strategic change.
False, Process change is tactical.
A systems perspective is contained in both the Baldrige criteria and Six Sigma implementation efforts.
True
According to the Internatinal Quality Study best practices report, return on assets can be used to determine total quality implementation approaches.
True
A corporate culture that supports change is a prerequisite for successful total quality implementation.
True
The last stage in “change management” is institutionalizing the new behaviors and attitudes.
True
Middle management plays a minimal role in implementing total quality.
True
Most firms seek to adopt a total quality philosophy because of threats to the organization’s survival.
True
The Malcolm Baldrige National Quality Award was named after:
A former secretary of state.
At Wainwright Industries, all of the following were instituted to bring about cultural change execpt:
only the CEO held a reserved parking space and private office.
The Malcolm Baldrige National Quality Award was established by an act of Congress during the Clinton Administration.
False
According to the International Quality Study, the type of organization that can benefit the most from “emphasizing the role of enforcement for quality assurance” is:
medium performers.
According to the International Quality Study best practices report, return on assets can be used to determine total quality implementation approaches.
True
The concept of Six Sigma was pioneered by:
Motorola.
Reward systems often get in the way of cultural change and must be adjusted for the new culture to take hold.
True
ISO 9000:2000 recertification is required every:
3 years.
The Eight Quality Management Principles include:
Customer focus, Leadership, Involvement of people, Process approach, Continual Improvement.
Response Feedback:
Correct. The Eight Principles are:

Customer focus, Leadership, Involvement of people, Process approach, System approach to management, Continual Improvement, Factual approach to decision making, and Mutually beneficial supplier relationships.

According to the International Quality Study, the type of organization that can benefit the most from “emphasizing quality and teamwork for senior management assessment” is:
high performers.
Corporate culture is best reflected in the firm’s value statement and not management policies.
False
Which of the following is not an objective of state-sponsored quality awards?
Winning a state award as a prerequisite to apply for the Baldrige Award.
All of the following are Quality Management Principles of ISO:2000 except:
Quality System
According to the International Quality Study, the type of organization that can benefit the most from “concentrating on fundamentals” is:
low performers.
Middle management is usually the organizational group that is most supportive of a change to quality environment.
False
Recommendation for “high performers” stemming from teh INternational Quality Study include all of the following except:
focus technology on production processes.
An important step in making self-assessments effective is:
follow-up action planning by senior management.
The European Quality Award and European Quality Prize were first granted in the realy 1990s.
True
The primary purpose of the Malcolm Baldrige National Quality Award is to develop an equivalent U.S. set of standards for the international ISO 9000 standards.
False
Which of the following is not true about ISO 9000:2000?
It is based on the premise that certain generic characteristics of management practices can be standardized.
A company’s culture is reflected in the behavior of its managers and employees
True
A popular use of the Baldrige Criteria is for company self-evaluation or internal recognition programs.
True
A systems perspective is contained in both the Baldrige criteria and Six Sigma implementation efforts.
True