PRELIM - LESSON 2

Question 1

defines quality as “the means to conform to standards,
specifications or requirements”.

Answer 1

PHILIP CROSBY

Question 2

“the concerned with meeting or exceeding customer expectations”.

Answer 2

PARASURAMAN

Question 3

quality in terms of the capacity to satisfy needs

Answer 3

W. EDWARDS DEMING

Question 4

“fitness for use”

Answer 4

DR. JOSEPH M. JURAN

Question 5

defines quality as the degree to which a specific product satisfies the wants
of a specific consumer.

Answer 5

GILMORE

Question 6

is one of the most important factors necessary for implementation of total
quality management.

Answer 6

TRUST

Question 7

are placed on a strong foundation to reach the roof of recognition.

Answer 7

BRICK

Question 8

training, teamwork and leadership.

Answer 8

BUILDING BRICKS

Question 9

binds all the elements together.

Answer 9

BINDING MORTAR

Question 10

binds employees and extract the best out of them.

Answer 10

COMMUNICATION

Question 11

Flow of Information takes place from the management to the employees

Answer 11

DOWNWARD COMMUNICATION

Question 12

Flow of information takes place from the employees to the top-level management.

Answer 12

UPWARD COMMUNICATION

Question 13

Communication also takes place between various departments.

Answer 13

SIDEWAYS COMMUNICATION

Question 14

is the final element of Total

Answer 14

RECOGNITION

Question 15

TQM, in the form of statistical quality control, was invented by ________

Answer 15

DR. WALTER A. SHEWHART

Question 16

PDCA

Answer 16

PLAN-DO-CHECK or STUDY-ACT

Question 17

what we learned from the change should lead to improvement or activity

Answer 17

ACT

Question 18

observe the effects of the change or the test

Answer 18

CHECK

Question 19

Father of Quality Evolution

Answer 19

DR. WILLIAMS EDWARDS DEMING

Question 20

he is best known for the “Deming Cycle”, his “Fourteen Points”, and “the Seven Deadly Diseases”

Answer 20

DEMING

Question 21

The objective of an organization is the optimization of the total system and not the optimization of the individual subsystems.

Answer 21

THEORY OF OPTIMIZATION

Question 22

Deming’s philosophy focuses on improving the product and service uncertainty and variability in design and manufacturing processes.

Answer 22

THEORY OF VARIATION

Question 23

Deming believed that variation is a major cause of poor quality. True or False

Answer 23

TRUE

Question 24

Deming emphasized that knowledge is not possible without theory, and experience alone does not establish a theory. True or False

Answer 24

TRUE

Question 25

Experience only describes—it cannot be tested or validated—and alone is no help for management.

Answer 25

THEORY OF KNOWLEDGE

Question 26

shows a cause-and-effect relationship that can be used for prediction.

Answer 26

THEORY OF KNOWLEDGE

Question 27

helps to understand people, interactions between people and
circumstances, interactions between leaders and employees, and any system of management.

Answer 27

THEORY OF PSYCHOLOGY

Question 28

managing people requires knowledge of psychology. True or False

Answer 28

TRUE

Question 29

Deming highlighted the key role of supervisors who serve as a vital link between managers and workers. True or False

Answer 29

TRUE

Question 30

Barriers between organizational levels and departments are ______ barriers.

Answer 30

INTERNAL

Question 31

__________ barriers are between the company and its suppliers, customers, investors, and community.

Answer 31

EXTERNAL

Question 32

Most problems are system-
related and require managerial involvement to rectify or change. Slogans don’t help. True or False

Answer 32

TRUE

Question 33

It is the system that 80 to 90 percent of the time prevents people from doing their work right the first time. True or False

Answer 33

TRUE

Question 34

Deming argued that the quota or work standard system is a short-
term solution and that quotas emphasize quantity over quality. True or False

Answer 34

TRUE

Question 35

Deming’s philosophy is based on long-term, continuous process improvement that cannot be carried out without properly trained and motivated employees. True or False

Answer 35

TRUE

Question 36

through increasing job loyalty, it reduces the number of people who “job-hop.” True or False

Answer 36

TRUE

Question 37

Create a structure in top
management that will promote the previous thirteen points. True or False

Answer 37

TRUE