Quality Management Review

Flashcards for reviewing key concepts in quality management.

Crosby was best known for his advocacy of what concept?

Zero Defects

According to Juran, what are the three basic steps to progress (structured improvements, extensive training, and what else)?

Commitment and leadership.

Deming stressed on eliminating management by objectives and replacing it by what?

Leadership

In a total quality setting, quality is defined by meeting or exceeding whose expectations?

Customers’ expectations.

Which of the following best describes total quality?

Total quality is a continuous effort by all aspects of the organization to ensure customer satisfaction through continuous improvement.

What does process-centered mean?

All of the above.

What does strategic management in quality mean?

The development, deployment and execution of strategic plans.

In the context of strategic management, what is a vision?

What an organization aspires to be tomorrow.

What does the Pareto principle simply declare?

80% of quality issues are caused by 20% of the problems.

Which of the following is NOT an indicator to compare international competitors?

Standard of living.

Name one factor that can inhibit competitiveness.

Education-related factors

why did Samsung recall Note 7?

Samsung found that a battery cell made by one of its two battery suppliers caused the phone to catch fire

Explain four factors required to develop and maintain a quality culture

Leadership, Motivation, Empowerment, Work environment

List one core principle of total quality

Customer-focused

Name any 5 core principles of quality that have been violated in the Al Tamer case

communication

Explain Deming's PDCAA cycle.

Plan, Do, Check, Act, Analyze

List one step to strategic quality planning.

Discover customer needs