Exam 2: Foundations of Quality Management

Japanese scientists and Engineers established the Deming application prize in 1951 to recognize companies that show a high level of achievement in:

The total quality philosophy was initially based on only one principle-customer focus.

According to _____,the only performance measurement is the cost of quality,which is the expense of nonconformance and the only performance standard is "Zero Defects (ZD)."

According to Deming,a product or service possesses quality if:

Which of the following is the difference between Deming's and Juran's quality philosophy?

Special causes of variation in a production process arise from internal sources that are inherent in the process.

At the Ritz-Carton,each production and support process is assigned a(n) _____ at the corporate office who is responsible for the development and improvement of these processes.

Which of the following is one of the key elements of Dr.Ishikawa's quality philosophy?

Juran opposed Deming's policy which stated that fear can bring out the best in people.

According to Dr.Ishikawa's philosophy,data with dispersion information are false data.

The essence of Crosby's quality philosophy is embodied in what he calls the:

In accordance with Juran's breakthrough sequence,the path from problem to solution consists of two journey's and out of these two journeys,the one from symptom to cause is called:

The core of a QMS is focused on creating the goods and services that customers want.

Which of the following companies became the first hospitality organization to receive the Malcolm Baldrige award?

The purpose of Deming's _____ experiment is to show that people can and do affect the outcomes of many processes and create unwanted variation by "tampering" with the process,or indiscriminately trying to remove common causes of variation.

What is a quincunx?

Unlike Deming,however,Juran proposed a major cultural change in the organization,and did not take up improving quality by working within the system familiar to managers.

Which of the following is the motto of Ritz-Carlton Hotel Company,LLC?

The _____ theory states that improvements in quality lead to lower costs because they result in less rework,fewer mistakes,fewer delays and snags,and better use of time and materials.Lower costs,in turn,lead to productivity improvements.

Common causes of variation in a production process are a result of the design of the product and production system.