Handout 1

Question 1

It is the standard of excellence of a product or a service.

Answer 1

Quality

Question 2

starts with understanding customer needs and ends when those needs are satisfied.

Answer 2

Quality

Question 3

it will conform to the present and future expectations set by the customer

Answer 3

The totality of features and characteristics of a product and service

Question 4

an approach to maximize the competitiveness of people, processes, products including services, and environments through continual improvement

Answer 4

Total quality

Question 5

quality can be and must be measured (i.e., statistical process control, benchmarking)

Answer 5

Measures

Question 6

quality must be built in by people who are empowered to do their jobs the right way.

Answer 6

People

Question 7

it must be improved continually and constantly. What is considered excellent today may be just mediocre tomorrow. Consequently, “good enough” is never good enough.

Answer 7

Processes

Question 8

focuses on inspection of products after development; employees are considered as passive workers adhering only to the orders of their superiors.

Answer 8

Traditional view of quality

Question 9

focuses on continual improvement of products, processes, and people during the process of development in order to prevent future problems.

Answer 9

Total quality perspective

Question 10

Employees are empowered to think and make recommendations for continual improvement.

Answer 10

Total quality perspective

Question 11

it includes the formulation of a strategic plan incorporating the following elements: vision, mission, broad objectives, and activities that must be completed in order to accomplish the broad objectives while integrating quality as a core component.

Answer 11

Strategically Based

Question 12

in a total quality setting, the internal and external customer is the driver

Answer 12

Customer Focus

Question 13

define the quality of the product or service delivered

Answer 13

External
customers

Question 14

define the quality of the people, processes, and environments associated with the products or services.

Answer 14

internal customers

Question 15

the organization must become passionate with meeting or exceeding quality of outputs through continuous improvement.

Answer 15

Obsession with Quality

Question 16

this involves the ways in structuring work, decision-making, and problem solving by utilizing hard data in establishing benchmarks, monitoring performance, and making improvements

Answer 16

Scientific Approach

Question 17

it involves implementation of new corporate culture in the entire organization to achieve future success and long term growth.

Answer 17

Long-term Commitment

Question 18

in traditionally managed organizations, the best competitive efforts are often among
departments within the organization

Answer 18

Teamwork

Question 19

tends to use energy that should be focused
on improving quality which will eventually result to external competitiveness.

Answer 19

Internal competition

Question 20

products are developed and services are delivered by people using processes/systems within environments to continually improve the quality of products or services.

Answer 20

Continual Process Improvement

Question 21

these are fundamental to total quality as it improves people on a continual
basis.

Answer 21

Education and Training

Question 22

through this, people who know how to work hard learn how to also work smart.

Answer 22

education and training

Question 23

it pertains to the concept that humans should control the processes and work methods and must not rely completely on technology to reduce variations in output.

Answer 23

Freedom through Control

Question 24

this means that internal politics have no place in a total quality organization. Rather, collaboration should be the norm.

Answer 24

Unity of Purpose

Question 25

Employees should feel more involved and empowered in a total quality setting than in a traditionally managed situation.

Answer 25

Unity of Purpose

Question 26

means that all employees must work toward a common goal.

Answer 26

Unity of Purpose

Question 27

First, it increases the likelihood of developing a good decision or plan. Second, it promotes ownership of decisions.

Answer 27

Employee Involvement

Question 28

not just involving people but also involving them in ways that give them a real voice like structuring work that allows employees to make decisions concerning the improvement of work processes within specified parameters.

Answer 28

Empowerment

Question 29

this means that all personnel and processes are operating at their best possible performances.

Answer 29

Peak Performance

Question 30

This is essential to organizations that operate in a global environment where competition is intense, constant, and unforgiving.

Answer 30

Peak Performance

Question 31

he is the proponent of the Deming Cycle which links the production of a product to consumer needs and focuses the resources of all departments (research, design, production, and marketing) in a cooperative effort.

Answer 31

William Edwards Deming

Question 32

A four-part management method that preaches continuous improvement.

Answer 32

Deming Cycle

Question 33

The Deming Cycle is made up of:

Answer 33

Plan Do Check/Study Act

Question 34

Choose a process and set objectives.

Answer 34

Plan

Question 35

Implement the plan and begin collecting data on the results.

Answer 35

Do

Question 36

Analyze the results using statistical methods.

Answer 36

Check/Study

Question 37

Decide what changes to make in order to improve the process.

Answer 37

Act

Question 38

he was an evangelist for quality and quality management.

Answer 38

Joseph M. Juran

Question 39

He is the proponent of the Pareto Principle which states that majority or 80 percent of the results in the business operations come from the minority or 20 percent of the causes

Answer 39

Joseph M. Juran

Question 40

he was a businessman and author who is best known for his advocacy of zero-defects management and prevention as opposed to statistically acceptable levels of quality.

Answer 40

Philip B. Crosby

Question 41

Hindrances to Total Quality

Answer 41

- Senior management delegation and poor leadership - Team mania - Deployment process - Taking a narrow, dogmatic approach - Confusion about the differences among education, awareness, inspiration, and skill building

Question 42

organizations delegate responsibility to a hired expert by means of outsourcing rather than applying the actions necessary to get everyone involved.

Answer 42

Senior management delegation and poor leadership

Question 43

managers form different teams prior to the implementation of a cultural change within the organization.

Answer 43

Team mania

Question 44

organizations develop quality initiatives without concurrently developing plans for integration to all elements of the organization like marketing or finance.

Answer 44

Deployment process

Question 45

organizations dive into the application of Deming approach, Juran approach, or Crosby approach without tailor-fitting the quality programs based on the need of their own organization.

Answer 45

Taking a narrow, dogmatic approach

Question 46

employees are less inclined to work together because of their individual differences.

Answer 46

Confusion about the differences among education, awareness, inspiration, and skill building

Question 47

Quality Certifications

Answer 47

Manager of Quality/ Organizational Excellence Six Sigma Black Belt Quality Improvement Associate

Question 48

s/he should be able to motivate and evaluate staff, manage projects and human resources, analyze financial situations, determine and evaluate risk,

Answer 48

Manager of Quality/ Organizational Excellence

Question 49

s/he is responsible in improving the quality of the output of a process by identifying and removing the causes of defects and minimizing variability in manufacturing and business processes

Answer 49

Six Sigma Black Belt

Question 49

s/he is responsible in improving the quality of the output of a process by identifying and removing the causes of defects and minimizing variability in manufacturing and business processes

Answer 49

Six Sigma Black Belt

Question 50

s/he must have a knowledge of quality tools and their uses and must be involved in quality improvement projects of their organization.

Answer 50

Quality Improvement Associate