Country that embraced quality philosophies after WWII and outpaced the US for quality by the 1980’s.
What is Japan?
100
Responsible for quality.
Who is all employees?
100
US quality award named after a former US Secretary of Commerce.
What is the Malcolm Baldrige National Quality Award?
100
This person believes that fear should not exist in companies.
Who is Demming?
100
Don Peppers and Martha Rogers said they... "are the only reason you build factories, hire employees, schedule meetings, lay fiber-optic lines, or engage in any business activity."
What are customers?
200
Had pride in their work and where both manufacturer and inspector and took a personal approach to quality.
What are skilled craftsmen?
200
A set of functions or activities within an organization that work together for the aim of the organization.
What is a system?
200
Technical specifications and criteria to be used as rules, guidelines, or definitions of characteristics to ensure that materials, products, processes, and services are fit for their purpose.
What is ISO9000-2000
200
In the bead experiment that Demming presented, the rejects were caused by variation in this and not variation in the operator.
What is the process?
200
Requirements established to generate a standard experience for all customers coming into contact with employees.
What are customer contact requirements?
300
Incremental changes as well as larger, rapid improvements that are part of all quality philosophies we studied.
What are continuous improvements?
300
Are produced and consumed simultaneously making quality more difficult.
What are services?
300
A frame work that emphasize such quantifiable measures as defects per million opportunities (dpmo) that can be applied to all parts of an organization.
What is Six Sigma?
300
Juran's definition of quality.
What is fittness for use?
300
Allowing employees to do whatever it takes to make a customer happy and creating open communication between employees and upper management to make suggestions or file complaints.
What is empowerment of employees?
400
Company creditied for ushering in the era of statistical control.
What is Bell Systems?
400
Department who's quality responsibilities include making sure the product gets to the customer with the same quality as when it is produced.
What is the packaging, shipping and warehousing department?
400
Benefit that Baldrige Award applicants recieve even if they are not nominated for the award?
What is feedback?
400
Crosby's definition of quality.
What is conformance to requirements?
400
Customer satisfaction or dissatisfaction takes place during these.
What are moments of truth?
500
The three levels of quality.
What are orgainizational, process, and job(performer) level?
500
The two most important components of service system quality
What are workforce and information technology?
500
Industry that has seen an increase in applicants to the Baldrige Award in the past eight years.