Exam1

Question 1

Why are companies intensely involved with quality?

Answer 1

Because quality means customer satisfaction. It is a competitive tool

Question 2

List examples of two quality systems.

Answer 2

1. ISO 900

2. Military standards

Question 3

T/F Defining quality can be difficult.

Answer 3

TRUE

Question 4

Quality doesn’t work in bits and pieces, it needs a single defined effort called:

Answer 4

Total quality control (preservence)

Question 5

T/F Quality exists in the eyes and hearts of the customer.

Answer 5

TRUE

Question 6

Quality lets you improve the system to:

Answer 6

Prevent problems

Question 7

One good definition of quality is:

Answer 7

Meeting the customer’s requirements

Question 8

Which person caused Japan’s economic recovery?

Answer 8

General Douglas McArthur

Question 9

List the three things needed to mass produce anything:

Answer 9

1. The parts
2. A way to assemble them
3. Efficient way to organize the assembly work.

Question 10

Name the individual who wrote the book The Principles of Scientific Management.

Answer 10

Fredrick Winslow Taylor

Question 11

Person responsible for economic turn around in Japan

Answer 11

General Douglas McArthur

Question 12

Father of the assembly line

Answer 12

Henry Ford

Question 13

The principle of Scientific Method

Answer 13

Fredrick Winslow Taylor

Question 14

The reason the US was forced to require SQC in contracts with Companies that built ships during the WW II was:

Answer 14

Due to poor welds that caused some liberty ships in North Atlantic to break apart and sink.

Question 15

An avid crusader for worker participation in decision making was:

Answer 15

Deming

Question 16

The individual referred to in Q1 (DEMING) advocated the use of ____ to measure performance.

Answer 16

Statistics

Question 17

One of the beliefs held by the man in Q1 (DEMING) was that inspection guaranteed quality:

Answer 17

FALSE

Question 18

Juran believed there were two kinds of quality:

Answer 18

1. Fitness for use

2. Conformane to Specifications

Question 19

Crosby defined quality as:

Answer 19

Conformance to requirements only be measured by the cost of nonconformance.

Question 20

The Crosby single word for quality was:

Answer 20

Prevention

Question 21

Today ____ is the holy grail that companies try to achieve.

Answer 21

Zero Defect

Question 22

An innovation developed by Ishikawa where management listened to workers was:

Answer 22

Quality Control Circle.

Question 23

What does the acronym ISO stand for?

Answer 23

The International Standards Organization

Question 24

ISO was a tool that European countries used for what major purpose?

Answer 24

Economic Power House

Question 25

T/F ISO had legal authority to enforce its implementation.

Answer 25

FALSE

Question 26

ISO standards focus on one primary objective which is:

Answer 26

Meeting customer expectations and requirements.

Question 27

Companies that have achieved ISO certification have achieved six benefits. Name two:

Answer 27

1. A more efficient and effective operation | 2. Increase customer satisfaction and retention

Question 28

What is a facilities top level document of documenting their quality plan?

Answer 28

Quality Manual

Question 29

Individuals familiar with ISO standards that are capable of conducting audits are called:

Answer 29

Registrars

Question 30

ISO 14000 is focused on:

Answer 30

Environmental Change

Question 31

What is the most critical role in TQM?

Answer 31

Teamwork

Question 32

Name two barriers to TQM:

Answer 32

1. Lack of commitment by top management | 2. Inadequate training

Question 33

Define internal customer according to Ishikawa:

Answer 33

All company should view anyone that received a service or product they produce, as customers.

Question 34

What are three reason internal customers may be treated poorly:

Answer 34

1. Internal Competition 2. Short-term thinking 3. Lack of knowledge of internal customer requirements

Question 35

What is the main focus of the Deming Prize?

Answer 35

Efficient statistical use of data