Exam 2: Frameworks for Quality and Performance Excellence

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

In Deming's view, _____ is the chief culprit of poor quality.

What is a system? According to Deming, what is the relevance of a system?

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

With respect to Juran's quality trilogy, _____ refers to the process for meeting quality goals during operations.

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

TQ activities generally occur within a function, process, or individual workplace; Six Sigma projects are truly cross-functional.

Enablers are the means by which an organization approaches its business responsibilities.

According to Juran's quality trilogy, _____ begins with identifying customers, both external and internal, determining their needs, and developing product features that respond to customer needs.

According to Deming, factors causing variation that are present as a natural part of a process are called:

With respect to the documents consisted in the ISO 9000:2000 standards, _____ pertains to fundamentals and vocabulary.

With regard to quality management systems, a ______ serves as a permanent reference for implementing and maintaining the system.

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

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.

Six Sigma applies to manufacturing processes but not to services.

In the Baldrige Award evaluation process, _____ refers to the methods used to accomplish the process, the appropriateness of the methods to the item requirements and the organization's operating environment, the effectiveness of the use of the methods, and the degree to which the approach is repeatable and based on reliable data and information.

Deming emphasized that management's job is to:

According to Scholtes's understanding of profound knowledge, people don't understand systems when:

List Crosby's Absolutes of Management.

In Deming's view, variation is the chief culprit of poor quality.