Exam 2: Foundations of Quality Management

Give an example to show that the ISO 9001 implementation has helped Sears' efficiency in completing repairs.

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

_____ are a result of the design of the product and production system and generally Account for about 80 to 95 percent of the observed variation in the output of a production Process.

By the end of 2002,all of the 32 carry in service centers of sears,Roebuck and Co. ,were registered to _____.

Briefly describe Ritz-Carlton's recruiting process.

A quality management system represents a specific implementation of quality concepts,standards,methods,and tools,and is unique to an organization.

In Juran's quality trilogy,the process of meeting quality goals during operations is called:

Which of the following is one of the four elements of Deming's system of profound knowledge?

The first point in Deming's 14 points for improving quality is "Create a vision and demonstrate commitment".Explain this point.

Describe the similarities in the quality improvement philosophies of Deming,Juran,and Crosby.

The Ritz-Carlton's three steps of service,motto,employee promise,credo,and service values are collectively called the:

According to Peter Scholtes,a noted consultant,when people don't understand systems:

With regard to quality management systems,a ______ serves as a permanent reference for implementing and maintaining the system.

At the Ritz-Carlton hotel,the _____,a handbook for employees,describes a nine-step quality improvement process to guide the design,control,and improvement of all processes,and is emphasized during new employee training and continual development.

Crosby's philosophy demonstrates that quality management practices will not save,but cost money.

A.V.Feigenbaum,a quality philosopher,promoted the use of quality costs as a measurement and evaluation tool.

The ISO 9001 requirement for audits forces an organization to review its quality system on a routine basis.

The ISO 9000:1994 series standards were intended to provide confidence to customers and other stakeholders that quality requirements are being achieved in the delivered product.

Variation in a production process makes it easier to find the root cause of the process issues.

According to the characterization of total quality by James W.Dean,Jr.and David E.Bowen,_____ are considered the foundation of the quality philosophy.