Name the person who has a quality award named after him.
Who is Dr. W. Edwards Deming?
Who is Malcolm Baldrige?
100
Name the three processes of the Quality Trilogy developed by Juran.
What is quality planning?
What is quality control?
What is quality improvement?
100
I have used two simple yet powerful experiments to educate my audience about statistical thinking.
Who is Dr. W. Edwards Deming?
100
These two are the most important drivers of service quality.
What is the people and technology?
100
Profitability is driven by both the quality of design and conformance.
What is true?
200
I am the author of the Quality Control Handbook.
Who is Joseph Juran?
200
In Deming's view, this is the chief culprit of poor quality.
What is variation?
200
Name the two sources of variations.
What is the common causes of variation?
What is the assignable causes of variation (special causes)?
200
One of the following is not considered a service organization: hotels, construction, restaurants, financial and legal services, and transportation.
What is the construction industry?
200
Warren Buffett said: "The first job we have is to turn out quality merchandise that consumers will buy and keep on buying. If we produce it efficiently and economically, we will earn a profit, in which you will share.”
What is false?
300
I am the author of the book: "Quality is free".
Who is Philip Crosby?
300
Name the four elements of the System of Profound knowledge developed by Deming.
What is
1) Appreciation for a system?
2) Understanding variation?
3) Theory of knowledge?
4) Psychology?
300
This experiment shows that people can and do affect the outcomes of many processes and create unwanted variation by "tampering" with the process, or indiscriminately trying to remove common cause of variation?
What is the Funnel Experiment?
300
Name three of the most critical differences between services and manufacturing.
What is the:
Customer needs and performance standards are more difficult to identify and measure
Services requires a higher degree of customization
Output is intangible
Services are produced and consumed simultaneously
Customers are often involved in actual process
Services are more labor-intensive than manufacturing
Services handle large numbers of transactions
300
Dr. Joseph Juran was interviewed in 1980 on NBC televised special program entitled "If Japan Cann ... Why can't we?"
What is False?
400
I have developed a popular quality improvement tool called a cause-and-effect diagram.
Who is Kaoru Ishikawa?
400
I have popularized the term hidden factory.
Who is A.V. Feigenbaum?
400
Name some of the operational problems created by variation.
What is
1) Variation increases unpredictability?
2) Variation reduces capacity utilization?
3) Variation contributes to a “bullwhip” effect?
4) Variation makes it difficult to find root causes?
5) Variation makes it difficult to detect potential problems early?
400
Workers receiving authority and responsibility to do their jobs and do not have to receive authorization from their supervisors on every decisions.
What is empowerment?
400
The Baldrige award was established in 1987 and is only for U.S. companies.
What is true?
500
I am known for coining the phrase total quality control.
Who is A.V. Feigenbaum?
500
Two of the following three management gurus (Deming, Juran and Crosby) believed that their approaches fitted well within existing organizational structure?
Who is Juran and Crosby?
500
Name the several important lessons for managers from the Red Bead experiment.
What is
1) Quality is made at the top?
2) Rigid procedures are not enough?
3) People are not always the main source of variability?
4) Numerical goals are often meaningless?
5) Inspection is expensive and does not improve quality?
What is
Variation exists in systems and, if stable, can be predicted?
All the variation in the production of red bead came entirely from the process itself?
Numerical goals are often meaningless?
Management is responsible for the system?
500
Name at least five quality management principles from the international quality standards known as ISO 9000:2000.
What is
1) Customer Focus?
2) Leadership?
3) Involvement of People?
4) Process Approach?
5) System Approach to Management?
6) Continual Improvement?
7) Factual Approach to Decision Making?
8) Mutually Beneficial Supplier Relationships?
500
Walter Shewhart developed many of the fondamentals of what we now call "total quality practices" in the early 1900s