Quiz-1

Quiz 1:


1.A core concept of quality philosophies is that grass-roots efforts are an effective means to improve quality. True / False

2._______________ is defined as doing things right.

3.Achieving quality requires:

A.Understanding the customer’s expectations
B.Exceeding the customer’s expectations
C.Meeting all the definitions of quality
D.Focusing on the customer
E.All the above

4.Quality can be defined through internal means. True / False

5.The essence of a quality internal product is:

A.Improving internal processes
B.Delivering the right product
C.Customer satisfaction

6.The cost of poor quality is usually less than 15 % of the cost of doing business. True / False

7.The gains from continuous process improvement will fall off over time because internal processes can never be perfect. True / False

8.Steps to implementing a Quality Culture would NOT include:

A.Creating a department that focuses on quality improvement
B.Listening to customers to determine their requirements
C.Demonstrating executive leadership and commitment
D.Identifying costs of quality and focusing on prevention

9.Deming’s Fourteen Points for Management can be summed up by:

A.Create constancy of purpose by breaking down barriers between departments
B.Cease dependence on inspection to achieve quality
C.Stop focusing on judgment results and start focusing on improvement of processes
D.Improve constantly and forever the system of production and service to improve quality and productivity and to decrease costs




Quiz 1 Answers:


1. False. Most quality improvement philosophies require that management take ownership and leadership of quality improvement efforts.

2. EFFICIENCY is doing right things right. Effectiveness is doing the right things.

3. E. All of these things, natch.

4. False. Quality cannot be defined without the customer.

5. C. The essence of any quality product is customer satisfaction.

6. False. The cost of poor quality is generally known to be up to 50% of the cost of doing business.

7. False. The gains from continuous process improvement (the basis of TQM, otherwise known as Kaizen) can never fall off because the reduction in rework reduces cost and then pays for more productive output.

8. A. All levels of an organization must take ownership of the quality culture transformation

9. C. The other points are part of Deming’s fourteen points, but only C sums them up.