Use LEFT and RIGHT arrow keys to navigate between flashcards;
Use UP and DOWN arrow keys to flip the card;
H to show hint;
A reads text to speech;
88 Cards in this Set
- Front
- Back
|
1)A coherent group of general propositions used as principles of explanation for a class of phenomena is referred to as a(n) ________. A) postulate B) axiom C) theory D) corollary E) hypothesis |
C) theory |
|
|
2)An arrow pointing from an independent variable to a dependent variable in a theoretical model typically implies ________. A) causality B) normality C)randomness D)proactivity E)synergy |
A) causality |
|
|
3)The ________ of a theoretical model involves which variables or factors are included in the model. A) why B) what C)how D)who-where-when E)which |
B) what |
|
|
4) The ________ of a theoretical model involves the nature, direction, and extent of the relationship among the variables. A) why B) what C) how D) who-where-when E) which |
C) how |
|
|
5) The ________ of a theoretical model is the theoretical glue that holds the model together. A) why B) what C) how D) who-where-when E) which |
A) why |
|
|
6)The ________ of a theoretical model is responsible for placing contextual bounds on the theory. A) why B) what C)how D)who-where-when E)which |
D) who-where-when |
|
|
7)A theory that is generated by observation and description is said to have been developed by the process of ________. A) deduction B) abstraction C)simulation D)induction E)supposition |
D) induction |
|
|
8) Researchers use ________ to propose a model based on prior research and design an experiment to test the theoretical model. A) supposition B) deduction C) induction D) simulation E) abstraction |
B) deduction |
|
|
9)The "14 points for management" were articulated by ________. A) Philip Crosby B) Joseph M. Juran C) Genichi Taguchi D) W. Edwards Deming E) Armand Feigenbaum |
D) W. Edwards Deming |
|
|
10)Deming believed that poor quality resulted from ________. A) poor management of the system for continual improvement B) poor human resource management C)consumer complacency D)a lack of commitment on the part of management E)poor engineering and design |
A) poor management of the system for continual improvement |
|
|
11)Which of the following points for management devised by Deming involves the management committing resources to ensure that the quality job is completed? A) constantly improve the system B) eliminate work standards C)improve leadership D)adopt a new philosophy E)create constancy of purpose |
E) create constancy of purpose |
|
|
12) ________ means that all workers are responsible for their own work and perform needed inspections at each stage of the process to maintain process control. A)Quality at the source B)In-process management C)Constancy of purpose D)Parallel processing E)Just-in-time approach |
A) Quality at the source |
|
|
13) ________ minimizes the number of suppliers used, resulting in decreased variability. A) Parallel processing B) Just-in-time purchasing C) Management by objective D) In-process management E) Constancy of purpose |
B) Just-in-time purchasing |
|
|
14)Which of the following points for management devised by Deming encourages parallel processing in focused teams?
A) constantly improve the system B) create constancy of purpose C)institute education and self-improvement D)adopt a new philosophy E)break down barriers between departments |
E) break down barriers between departments |
|
|
15) ________ refers to a process of setting annual goals, typically during a performance appraisal, that are binding on the employee. A) Just-in-time approach B) Management by objective C) In-process management D) Parallel processing E) Constancy of purpose |
B) Management by objective |
|
|
16)What are the three aspects of Juran's trilogy? A) planning, control, and improvement B) cost, quality, and customer satisfaction C)labor, management, and system D)organizing, management, and control E)leadership, cost, and quality |
A) planning, control, and improvement |
|
|
17) According to Juran, ________ is a process-related activity that ensures processes are stable and provides a relatively consistent outcome. A) control B) organizing C) planning D) improvement E) scheduling |
A) control |
|
|
18)________ improvement implies that the process has been studied and that some major improvement has resulted in large, nonrandom improvement to the process. A) Ongoing B)Progressive C)Successive D)Continuous E)Breakthrough |
E) Breakthrough |
|
|
19)According to Juran, the language of management is ________. A) labor B) quality C)money D)performance E)improvement |
C) money |
|
|
20)The driving force of the Century of Productivity was the movement known as________. A) total quality management B) statistical process control C)human resource management D)scientific management E)behavioral modification |
D) scientific management |
|
|
21)The theory of scientific management was proposed by ________.
A)Frederick W. Taylor B)Joseph M. Juran C)Philip Crosby D)W. Edwards Deming E)Kaoru Ishikawa |
A) Frederick W. Taylor |
|
|
22)________ is also called the 80/20 rule. A) Ishikawa'squality philosophy B) Pareto's law C)Juran trilogy D)Taguchi method E)Deming's points for management |
B) Pareto's law |
|
|
23)________ was responsible for the development and dissemination of the basic seven tools of quality. A) Kaoru Ishikawa B) Philip Crosby C)Genichi Taguchi D) Armand Feigenbaum E) Joseph M. Juran |
A) Kaoru Ishikawa |
|
|
24)________ is credited with democratizing statistics.
A) Armand Feigenbaum B) Joseph M. Juran C) Genichi Taguchi D) Philip Crosby E)Kaoru Ishikawa |
E) Kaoru Ishikawa |
|
|
25)What is the major theoretical contribution of Kaoru Ishikawa? A) the concept of benchmarking B) his assertion that the entire organization should be involved in improving quality C) the zero-defects approach to quality improvement D) his emphasis on total involvement of the operating employees in improving quality E) the quality loss function and the concept of robust design |
D) his emphasis on total involvement of the operating employees in improving quality |
|
|
26)What is the primary contribution of Armand Feigenbaum? A) the concept of benchmarking B) his assertion that the entire organization should be involved in improving quality C)the zero-defects approach to quality improvement D)his emphasis on total involvement of the operating employees in improving quality E)the quality loss function and the concept of robust design |
B) his assertion that the entire organization should be involved in improving quality |
|
|
27)What are the three steps proposed by Feigenbaum to improve quality? A) quality inspection, quality accountability, and quality control B) quality leadership, quality technology, and organizational commitment C)employee empowerment, total quality management, and statistical process control D)self-directed work teams, employee empowerment, and total quality management E)quality leadership, quality management, and total quality control |
B) quality leadership, quality technology, and organizational commitment |
|
|
28) ________ proposed "The 19 steps of Total Quality Control." A) Philip Crosby B) W. Edwards Deming C) Joseph M. Juran D) Genichi Taguchi E) Armand Feigenbaum |
E) Armand Feigenbaum |
|
|
29)What is the primary contribution of Philip Crosby? A) the concept of benchmarking B) his assertion that the entire organization should be involved in improving quality C)the zero-defects approach to quality improvement D)his emphasis on total involvement of the operating employees in improving quality E)the quality loss function and the concept of robust design |
C) the zero-defects approach to quality improvement |
|
|
30)What is the primary contribution of Genichi Taguchi? A) the concept of benchmarking B) his assertion that the entire organization should be involved in improving quality C)the zero-defects approach to quality improvement D)his emphasis on total involvement of the operating employees in improving quality E)the quality loss function and the concept of robust design |
E) the quality loss function and the concept of robust design |
|
|
31) Quality loss function and robust design are concepts included in ________. A) Ishikawa's quality philosophy B) the Taguchi method C) Deming's 14 points for management D) the Juran trilogy E) Pareto's law |
B) the Taguchi method |
|
|
32) ________ refers to a reference point for determining the quality level of a product or service. A) Quality of conformance B) Hothouse quality C) Quality loss function D) Specific quality E) Ideal quality |
E) Ideal quality |
|
|
33)The Taguchi concept of ________ states that products and services should be designed so that they are inherently defect-free and of high quality. A)homoscedasticity B) robust design C)quality loss function D) ideal quality E) design conformance |
B) robust design |
|
|
34) ________ is the principle pioneer of benchmarking A) Robert C. Camp B) Tom Peters C) Michael Hammer D) James Champy E) Stephen R. Covey |
A) Robert C. Camp |
|
|
35)What is the primary contribution of Robert C. Camp? A) the concept of benchmarking B) his assertion that the entire organization should be involved in improving quality C) the zero-defects approach to quality improvement D) his emphasis on total involvement of the operating employees in improving quality E) the quality loss function and the concept of robust design |
A) the concept of benchmarking |
|
|
36)Michael Hammer and James Champy are most closely identified with ________. A) statistical process control B) reengineering C) total quality management D) benchmarking E) Six Sigma quality |
B) reengineering |
|
|
37)Which of the following variables is at the core of quality management? A)quality breakthrough B)quality assurance C)strategic planning D)information analysis E)team approach |
B) quality assurance |
|
|
38)Quality experts agree that quality can be assured only during the ________phase. A)production B)marketing C)analysis D)testing E)design |
E) design |
|
|
39)Which of the following factors is not addressed by the re-engineering approach to quality improvement? A)team approach B)information analysis C)strategic planning D)customer focus E)quality assurance |
B) information analysis |
|
|
40)An arrow pointing from an independent variable to a dependent variable in a theoretical model typically implies causality. T/F |
TRUE |
|
|
41)The four elements of a theory are what, how, why, and who-where-when. T/F |
TRUE |
|
|
42) The "what" of a theoretical model involves the nature, direction, and extent of the relationship among the variables. T/F |
FALSE Correct: The what of the theory involves which variables or factors are included in the model. |
|
|
43)The "why" of a theory is the theoretical model that holds the model together. T/F |
TRUE |
|
|
44)A theory that is generated by observation and description is said to have been developed by the process of deduction. T/F |
FALSE Correct: A theory generated by observation and description is said to have been developed by the process of induction. |
|
|
45)Using deduction, researchers propose a model based on prior research and design an experiment to test the theoretical model. T/F |
TRUE |
|
|
46)W. Edwards Deming enumerated the 14 points for management. T/F |
TRUE |
|
|
47)According to Deming, poor quality was the fault of labour. T/F |
FALSE Correct: Poor quality was not the fault of labour; it resulted from poor management of the system for continual improvement. |
|
|
48) Constancy of purpose means that management commits resources in order to achieve quick returns and bottom-line results. T/F |
FALSE Correct: Constancy of purpose means that management commits resources—over the long haul—to see that the quality job is completed. This is in contrast to managers who want to achieve quick returns and get bottom-line results after embarking on quality “programs.” |
|
|
49)Deming proposes the need for mass inspection to improve quality. T/F |
FALSE Correct: Deming proposes to cease mass inspection. |
|
|
50)Quality at the source means that all workers are responsible for their own work and perform needed inspections at each stage of the process to maintain process control. T/F |
TRUE |
|
|
51)Just-in-time purchasing increases the number of suppliers used, resulting in increased variability. T/F |
FALSE Correct: single source purchasing minimizes the number of suppliers used, resulting in decreased variability. |
|
|
52)Just-in-time purchasing involves the usage of long-term contracts that result in the ability to develop and certify suppliers. T/F |
TRUE |
|
|
53)The departmental approach to design results in fast design cycles. T/F |
FALSE Correct: The departmental approach to design results in slow design cycles. |
|
|
54)Deming stressed the need for work standards on the factory floor. T/F |
FALSE Correct: Deming stressed the need to eliminate work standards on the factory floor. |
|
|
55)Management by objective refers to a process of setting annual goals that are binding on the employee T/F |
TRUE |
|
|
56)The three aspects of the Juran trilogy are planning, control, and improvement. T/F |
TRUE |
|
|
57)Control involves gathering data about a process to ensure the process is consistent. T/F |
TRUE |
|
|
58)Breakthrough improvement implies the process has been studied and that some major improvement has resulted in large nonrandom improvement to the process. T/F |
TRUE |
|
|
59)The theory of scientific management was proposed by Joseph Juran. T/F |
FALSE Correct: Frederick Taylor |
|
|
60) According to the theory of scientific management, the managers and engineers should be responsible for planning and executing the plans. T/F |
FALSE |
|
|
61)Kaoru Ishikawa is credited with democratizing statistics. T/F |
TRUE |
|
|
62) The major theoretical contribution of Ishikawa is his emphasis on total involvement of the operating employees in improving quality. T/F |
TRUE |
|
|
63) According to Kaoru Ishikawa, the ideal state of quality control is when inspection is no longer necessary. T/F |
TRUE |
|
|
64) Feigenbaum's three-step process to improve quality include quality leadership, quality technology, and organizational commitment. T/F |
TRUE |
|
|
65) Hothouse quality refers to quality programs that receive a lot of hoopla and no follow-through. T/F |
TRUE |
|
|
66)The zero-defects approach to quality improvement was proposed by Armand Feigenbaum.
T/F |
FALSE Correct: Philip Crosby proposed zero-defect policies. |
|
|
67)The Taguchi method provides a method for adjusting the mean of a process by optimizing controllable variables. T/F |
TRUE |
|
|
68)Quality loss function and robust design are concepts included in Ishikawa's quality philosophy. T/F |
FALSE Correct: Genichi Taguchi's quality philosophy included concepts like quality loss function and robust design. |
|
|
69)Ideal quality refers to a reference point for determining the quality level of a product or service. T/F |
TRUE |
|
|
70)The Taguchi concept of robust design states that products and services should be designed so that they are inherently defect-free and of high quality. T/F |
TRUE |
|
|
71)Tom Peters is the principle pioneer of benchmarking. T/F |
FALS Correct: Robert C. Camp is the principal pioneer of benchmarking |
|
|
72)Robert C. Camp's approach to management is value-based in that he proposes that people in management live a life that balances professional with personal and spiritual growth. T/F |
FALSE Correct: Stephen Covey's approach to management is value-based in that he proposes that people in management live a life that balances professional with personal and spiritual growth. |
|
|
73) Michael Hammer and James Champy are most closely identified with reengineering. T/F |
TRUE |
|
|
74)The underlying precept of re-engineering is that firms can become inflexible and resistant to change. T/F |
TRUE |
|
|
75)Firms that are successful in improving quality take a contingency approach. T/F |
TRUE |
|
|
76)Strategic planning is at the core of quality management. T/F |
FALSE Correct: a framework for a rational quality strategy that will provide alignment with key business factors relating to the company. |
|
|
77)Fact-based improvement refers to an approach that favors information gathering and analysis. T/F |
TRUE |
|
|
78)The re-engineering approach focuses on the need for in-depth information gathering and analysis.
T/F |
FALSE
Correct: Fact-based improvement refers to an approach that favour information gathering and analysis.One of the weaknesses of the re-engineering approach was that it overlooked the need for in-depth information gathering and analysis. |
|
|
79) Define theory. Provide an example of the use of theory in a business organization. |
Answer: Generally, theory is a "coherent group of general propositions used as principles of explanation for a class of phenomena." For example, it might have been observed that many companies that have implemented quality improvement have experienced improved worker morale. Therefore, a theoretical model of quality and worker morale might be developed. |
|
|
80)Discuss the contributions of W. Edwards Deming to quality thinking. |
Answer: W. Edwards Deming has made a profound impacton quality thinking worldwide. Throughout his career, Deming gave seminars,wrote books, taught classes, and published articles to explain his approach toquality management. Deming's mantra was "continual never-endingimprovement." The essence of his thinking was that quality is a functionof the management within a firm, and is not the sole responsibility of workers.Deming used statistics to support his arguments. He argued that the goals ofhigher levels of quality would perhaps never be completely met, but firms thatcontinually worked toward higher levels of quality would get better. Hearticulated his thinking in his "14 Points for Management." |
|
|
81)State Deming's 14 points for management. |
Answer: 1. Createconstancy of purpose. 2. Adopta new philosophy. 3. Ceasemass inspection. 4. Endawarding business on the basis of price tag. 5. Constantlyimprove the system. 6. Institutetraining on the job. 7. Improveleadership. 8. Driveout fear. 9. Breakdown barriers between departments. 10. Eliminateslogans. 11. Eliminatework standards. 12. Removebarriers to pride. 13. Instituteeducation and self-improvement. 14. Puteverybody to work. |
|
|
82)Differentiate between control and breakthrough with an example. |
Answer: According to Juran, control is aprocess-related activity that ensures processes are stable and provides arelatively consistent outcome. Control involves gathering data about a processto ensure the process is consistent.Breakthroughimprovement implies the process has been studied and that some majorimprovement has resulted in large nonrandom improvement to the process.Thedifference between control and breakthrough can be understood when consideringa disease such as polio. Control activities involved improving health byquarantining people who had the disease. Breakthrough improvement occurred withthe development of the polio vaccine that eradicated the disease.Itis important to understand that control and breakthrough-related activitiesshould occur simultaneously. |
|
|
83)Describe Pareto analysis. |
Answer: Joseph Juran identified an economic concept that he applied to quality problems. This economic concept is called Pareto's law or the 80/20 rule, and is named after the Italian economist Vilfredo Pareto. Pareto found that 80 percent of the wealth in Milan was held by 20 percent of the population. Using Pareto's law, we can see that the majority of quality problems are the result of relatively few causes. |
|
|
84)Discuss the contributions of Kaoru Ishikawa to quality thinking. |
Answer: Kaoru Ishikawa provided tools that worked well within the Deming and Juran frameworks. Perhaps Ishikawa's greatest achievement was the development and dissemination of the basic seven tools of quality (B7). As the developer of these tools, Ishikawa is credited with democratizing statistics. The major theoretical contribution of Ishikawa is his emphasis on total involvement of the operating employees in improving quality. Ishikawa is credited for coining the term "company-wide quality control" in Japan. His ideas were synthesized into 11 points that made up his quality philosophy. |
|
|
85)Discuss the contributions of Armand Feigenbaum to quality thinking. |
Answer: Armand Feigenbaum proposed 19 steps forimproving quality. Feigenbaum's primary contribution to quality thinking in America was hisassertion that the entire organization should be involved in improving quality.He was the first in the United States to move quality from the offices ofthe specialist back to the operating workers. Feigenbaumproposes a three-step process to improving quality. These steps involve qualityleadership, quality technology, and organizational commitment.Leadershipis the motivating force for quality improvement. Quality technology includesstatistics and machinery that can be used to improve technology. Organizationalcommitment includes everyone in the quality struggle. Majorimpediments to improving quality included the four deadly sins of hothousequality, wishful thinking, producing overseas, and confining quality to thefactory. |
|
|
86)Discuss the contributions of Philip Crosby to quality theory. |
Answer: Crosbyspecified a quality improvement program consisting of 14 steps. These stepsunderlie the Crosby zero-defects approach toquality improvement. His approach also emphasized the behavioral andmotivational aspects of quality improvement rather than statistical approaches.In his 14 steps, Crosby prescribed actions formanagement and workers within the context of his program. |
|
|
87)Explain the Taguchi concept of robust design |
Answer: The Taguchi concept of robust design statesthat products and services should be designed so that they are inherentlydefect-free and of high quality. Taguchi devised a three-stage process thatachieves robust design through what he terms concept design, parameter design,and tolerance design. |
|
|
90)Identify and briefly discuss the core quality management content variables. |
Answer: The core variables are leadership, employee improvement, quality assurance, customer role, and philosophy. The role of the leader in being the champion and major force behind quality improvement is critical. Leaders must be conversant with quality management approaches, and then lead by example. Employees must be trained and developed, and this must be viewed as a long-term undertaking that requires firms to invest in their employees. Quality can be assured only during the design phase. Therefore, efforts must be invested in designing products, services, and processes so that they are consistently of high quality. An understanding of the customer is key to quality management efforts. Adoption of a philosophy toward quality improvement is important because it provides the company with a map to follow during their quest for improvement. |
