Crosby's eight quality management principles

) Which of the following represents a point of disagreement between Deming and Juran? (Points : 2)

Upper management requires training and experience in managing for quality. Change can be accomplished within the organization's existing structure. Commitment by top management is a necessity. Employees need to know who uses their products.

2. (TCO 4) Deming stressed that the ultimate responsibility for quality improvement lies with _____. (Points : 2)

design engineers inspectors top management material suppliers

3. (TCO 4) Deming was virtually unknown in the United States until the broadcast of a program entitled "If Japan Can ... Why Can't We?" When did this broadcast occur? (Points : 2)

1960 1970 1980 1990

4. (TCO 4) The author of Quality is Free is which of the following individuals? (Points : 2)

Joseph M. Juran Frederick Taylor Armand Feigenbaum Philip B. Crosby

5. (TCO 4) Unlike Deming and Juran, _____ approach was primarily behavioral. (Points : 2)

Taguchi's Crosby's Ishikawa's Shewhart's

6. (TCO 3) ISO 9001 provides specific requirements for _____. (Points : 2)

terms and definitions used a quality management system improving quality outgoing quality levels

7. (TCO 3) The Malcolm Baldrige National Quality Award was established by which of the following? (Points : 2)

Several American automobile industry executives The American Society for Quality (ASQ) An act of Congress The Baldrige Consulting Group

8. (TCO 3) The Malcolm Baldrige National Quality Award serves several purposes, except _____. (Points : 2)

to recognize the achievements of high-quality companies to establish guidelines and criteria for evaluation of quality-improvement efforts to provide detailed information on how award-winning enterprises achieved success to encourage the use of quantitative analysis to improve quality

9. (TCO 3) Over the years, the Malcolm Baldrige National Quality Award criteria have been improved to include all of the following shifts in emphasis, except _____. (Points : 2)

from quality assurance and strategic quality planning to broad focus on process management from a focus on current customers to a focus on current and future customers and markets built on long-term relationships from human-resource administration to high-performance work systems from intraindustry rivalries to intraindustry alliances

10. (TCO 3) The criteria for the Canadian Awards for Excellence are most similar to which of the following? (Points : 2)

Deming Prize American Society for Quality Control Award Malcolm Baldrige National Quality Award ISO 9000 certification program

. (TCO 4) Match the following: (Points : 10)

Potential Matches:

1 : Juran

2 : Cannot be tested or validated

3 : Lack of leadership

4 : Deming

5 : Acknowledges the presences of defects

Answer

: Experience

: Inspection

: Biggest impediment to improvement

: Believes fear needs to be driven out

: Delieves fear is not always bad

2. (TCO 3) In the Baldrige criteria, why do the areas to be addressed and that require information on approach or deployment begin with the word how? (Points : 5)

3. (TCO 4) What is Deming's Chain Reaction? (Points : 5)

4. (TCO 3) List four of the eight quality management principles of ISO 9000. (Points : 5)

5. (TCO 3) What categories are available under the Deming Prize? (Points : 5)

6. (TCO 4) Deming's Point 4 is: Stop making decisions purely on the basis of cost. What does this point mean? (Points : 5)

7. (TCO 4) What are three of the 11 elements of the Ishikawa philosophy noted in our textbook? (Points : 5)