Chapter 1

Question 1

Bottom-up Education and Training

Answer 1

To be answered…

Question 2

Continual Process Improvement

Answer 2

To be answered…

Question 3

Crosby’s Fourteen Steps to Quality Improvement

Answer 3

To be answered…

Question 4

Crosby’s Quality Vaccine

Answer 4

To be answered…

Question 5

Customer Focus

Answer 5

To be answered…

Question 6

Deming Cycle

Answer 6

1 Plan, 2 Do, 3 Check, 4 Act, 5 Analyze

Question 7

Deming’s Fourteen Points

Answer 7

The summarization and operationalization of Deming’s philosophy of quality.

Question 8

Deming’s Seven Deadly Diseases

Answer 8

Summarize the factors that Deming believed can inhibit a transformation from business as usual to world-class quality.

Question 9

Employee Involvement and Empowerment

Answer 9

To be answered…

Question 10

Freedom Through Control

Answer 10

To be answered…

Question 11

Global Customer

Answer 11

To be answered…

Question 12

The Juran Trilogy

Answer 12

Summarize the three primary managerial functions. Quality Planning, Quality Control, and Quality Improvement.

Question 13

Long-term Commitment

Answer 13

To be answered…

Question 14

Obsession With Quality

Answer 14

To be answered…

Question 15

Pareto Principle

Answer 15

Organizations should concentrate their energy on eliminating the vital few sources that cause the majority of problems. Juran and Dmeing believe that systems that are controlled by management are the systems in which the majority of problems occur.

Question 16

Peak Performance

Answer 16

To be answered…

Question 17

Quality Control

Answer 17

To be answered…

Question 18

Quality Improvement

Answer 18

To be answered…

Question 19

Quality Planning

Answer 19

To be answered…

Question 20

Scientific Approach

Answer 20

To be answered…

Question 21

Teamwork

Answer 21

To be answered…

Question 22

Total Quality

Answer 22

A broader concept of quality that encompasses not just the results aspect but also the quality of people and the quality of processes. Includes Measures, People, and Processes.

Question 23

TQC (Total Quality Control)

Answer 23

To be answered…

Question 24

TQL (Total Quality Leadership)

Answer 24

To be answered…

Question 25

TQM (Total Quality Management)

Answer 25

To be answered...

Question 26

Unity of Purpose

Answer 26

To be answered...

Question 27

Define the term quality .

Answer 27

Quality has been defined in a number of different ways. When viewed from a consumer's perspective, it means meeting or exceeding customer expectations.

Question 28

What is Total Quality?

Answer 28

Total quality is an approach to doing business that attempts to maximize an organization's competitiveness through the continual improvement of the quality of its products, services, people, processes, and environments.

Question 29

List and explain the key elements of total quality.

Answer 29

Strategically based, customer focus, obsession with quality, scientific approach, long-term commitment, teamwork, continual process improvement, bottom-up education and training, freedom through control, unity of purpose, employee involvement and empowerment, and peak performance.

Question 30

Explain the rationale for the total quality approach to doing business.

Answer 30

The rationale can be found in the need to compete in the global marketplace. Countries that are competing successfully in the global marketplace are seeing their quality of living improve. Those that cannot are seeing theirs decline.

Question 31

What are the main concepts around Deming's contributions to the quality movement?

Answer 31

Deming's Fourteen Points, The Deming Cycle, Deming's Seven Deadly Diseases

Question 32

List and explain Juran's main contributions to the quality movement.

Answer 32

Joseph M. Duran is best known for Juran's Three Basic Steps to Progress, Juran's Ten Steps to Quality Improvement, the Pareto Principle, and the Juran Trilogy.

Question 33

Why do some quality initiatives fail?

Answer 33

To be answered...

Question 34

For what contributions to the quality movement is Philip B. Crosby known?

Answer 34

To be answered...

Question 35

Summarize the most common errors made when starting quality initiatives.

Answer 35

Common errors made when starting quality initiatives include senior management delegation and poor leadership; team mania; the deployment process; a narrow, dogmatic approach; and confusion about the differences among education, awareness, inspiration, and skill building.

Question 36

Explain the trends that are affecting the future of quality management.

Answer 36

Trends affecting the future of quality management include increasing global competition, increasing customer expectations, opposing economic pressures, and new approaches to management.