Which of the following is NOT one of the basic principles of total quality?
A. Customer and stakeholder focus
B. Employee engagement and teamwork
C. Management by objectives
D. A view of performance excellence as an integrated system
As part of the evolving understanding of quality management, many began to use the term __________ to contrast the difference between managing for quality in all organizational processes and focusing solely on manufacturing quality – __________.
A. strategic quality; operational quality
B. macro-quality; micro-quality
C. Big Q; Little Q
D. total quality; product quality
__________ refer(s) to the “bells and whistles” of a product.
__________ refers to the degree to which physical and performance characteristics of a product match pre-established standards.
The term __________ refers to an integrated approach to organizational performance management that results in delivery of ever-improving value to customers and stakeholders.
A. fitness for use
B. exceeding customer expectations
C. performance excellence
Which of the following is NOT one of the critical service dimensions?
__________ is the term used in the health care profession to denote quality initiatives methods.
A. Total health quality
B. Continuous quality improvement
C. Medical quality improvement
D. Comprehensive health initiative
The __________ is the highest award given to executive branch agencies for management excellence.
A. Deming Prize
B. Malcolm Baldrige Award
C. National Quality Improvement Award
D. President’s Quality Award
Quality control in manufacturing is usually based on:
A. Six Sigma standards.
B. equipment standards.
C. customer expectations.
D. conformance to specifications.
In a total quality environment, internal customers are the:
A. customers who are part of the product testing panel.
B. immediate customers, but not the end users.
C. recipients of any work output.
D. designated team members of the quality control team.
A(n) __________ is a sequence of activities that is intended to achieve some result.
Noriaki Kano suggests that three classes of customer needs exist. Which of the following is NOT one of them?
__________ refer to those needs that are expected in a product or service.
At the __________ level, data provide real-time information to identify reasons for variation, determine root causes, and take corrective action as needed.
Agency theory makes the assumption that individuals in agency relationships are:
A. utility maximizers.
C. type A individuals.
D. type X individuals.
In the DMAIC process, a source of customer dissatisfaction is referred to as a(n):
A. critical to quality.
B. outlier feature.
D. variance factor.
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.
Deming believed __________ should be the common language across the levels in an organization.
C. management terms
__________ 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.
D. Strategic focus
The __________ model assumes that systems goals, such as the need to survive, displace performance goals, such as profit.