Exam 2: Managing Quality 

Common to the ISO 9001 standards,the Malcolm Baldrige Award,and the Joint Commission standards is the inclusion of leadership as a criteria for quality.

The process that includes the concept of providing a product or service only when a customer wants it is termed ________.

Process improvement programs are part of ________ in the foodservice systems model.

Common to most total quality management definitions is a focus on empowerment of employees.

The Keys to Excellence is a quality improvement program for hospital foodservice operations.

An Ishikawa or fishbone diagram provides a way to illustrate factors that may influence or cause a given outcome.

A model for coordinating process improvement efforts is a ________.

The radical redesign of business processes for dramatic improvement is termed ________.

The key to a successful quality assurance program is continuous monitoring and evaluation.