14 Questions
True or false:Philip B. Crosby's major contribution to quality management is his six sigma concept.
False
True or false:The quality movement is solely based on management by objective.
False
True or false: Quality assurance is an old method of assuring high-quality results consistently.
False
True or false: Crosby's principles are difficult to explain and understand for employees.
False
True or false: According to Deming, everyone should be involved in monitoring, reporting, and improving.
True
True or false: ISO 9001 provides a code of global standards and expectations for business excellence.
True
True or false: Juran's trilogy includes quality planning, quality control, and quality assurance.
False
True or false: The eight key operating principles of ISO quality standards include communication and teamwork.
False
True or false: Statistical process control is a qualitative method of tracking variation of actual performance from the expected outcome.
False
True or false: The Japanese embrace of quality and continuous improvement is defined by the word kaizen, meaning "change good" in Japanese.
True
True or false: The Pareto principle states that 80% of the results come from 80% of the effort.
False
True or false: Abdul is satisfied with the company's current customer satisfaction rate of 88%.
False
True or false: The employees are open to setting goals to improve the company's customer satisfaction rate.
True
True or false: Juran's work has been credited as the source of the Six Sigma quality process.
True
Study Notes
- The quality movement aims to improve the reliability and consistency of work through ongoing measurement.
- It is based on scientific management and management by objective.
- Quality assurance is a new method of assuring high-quality results consistently.
- Quality needs to become everyone's responsibility, not just management's.
- Continuous improvement of products and processes is essential for any business to survive and thrive.
- W. Edwards Deming is credited as the father of the quality movement.
- Deming's management philosophy is based on continuous improvement and investing in employees through training.
- The PDCA cycle is a foundational tool used to put Deming's continuous improvement philosophy into action.
- The impact of Deming's teachings on Japanese business was profound.
- Deming's philosophy of management changed the role of management and expected everyone to be involved in monitoring, reporting, and improving.
- The PDCA cycle is a quality improvement circle that involves planning, doing, checking, and acting upon what has been learned to improve future performance.
- Deming proposed that even failures can be opportunities to learn and improve.
- Everyone must take an active role and responsibility in ensuring consistent quality.
- Juran promoted three key dimensions of quality: quality planning, quality control, and quality improvement.
- Quality must be planned into the production of a product or service.
- Statistical process control (SPC) is a mathematical method of tracking variation of actual performance from the expected outcome.
- The Process Control Chart is a critical measurement tool for tracking the actual performance of a process.
- The Pareto principle, also known as the 80/20 principle, states that 80% of the results come from 20% of the effort.
- Juran indicated that 80% of all failures are the result of inadequate systems and only 20% are truly the fault of the people within them.
- Tracking actual performance against desired performance and taking corrective action to eliminate the cause of every variation from the desired outcome can ensure more consistent quality.
- Step-by-step instructions are provided for creating a line chart of monthly scores in the Standards of Excellence Program.
- Upper and lower limit lines are added to the chart to ensure performance stays within the 85-95% range.
- Two dealers are currently averaging 90% and qualify for the Standards of Excellence Award.
- A CSI Process Control Chart is shown for analyzing dealer performance.
- Juran's overall theory of quality and continuous improvement is based on three major principles.
- Juran's trilogy is a commonly referenced framework for quality management.
- Managerial Breakthrough by Juran outlines a sequence for achieving breakthrough performance.
- Juran's work has been credited as the source of the Six Sigma quality process.
- Juran's theories emphasize the importance of leadership and cultural change in achieving quality improvement.
- Continuous improvement is a key aspect of Juran's approach to quality management.
Test your knowledge of quality management and improvement with our quiz! From the fathers of the quality movement to modern day techniques and tools, this quiz covers it all. Learn about the PDCA cycle, statistical process control, Juran's trilogy, and more. Whether you're a quality professional or just looking to expand your knowledge, this quiz is for you. Sharpen your skills and see how much you know about the importance of quality in business.
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