MNET 420 Quality Systems

A QUIZ on CHAPTER 2
FOUNDATIONS OF QUALITY MANAGEMENT
NAME: ______________________________________________ ( I pledge)

Answer the questions:

1. Which hotel has Ladies and Gentlemen Serving Ladies and Gentlemen?
Ritz-Carlton
2. No individual has had more influence on quality management than who ?
Dr. W. Edward Deming
3. Name the 3 parts of Jurans Quality Trilogy.
Qualiyu planning, quality control and quality improvement.
4. Who said the only performance standard is Zero Defects ?
Philip B. Crosby
5. Name Feigenbaums 3 steps to quality.
Quality leadership, modern quality technology, and organizational commitment.
6. Who said that 95% of problems can be solved with simple tools ?
Kaoru Ishikawa
7. What committee develops and maintains the ISO 9000 standards ?
ISO technical committee ISO/TC 176, Quality Management and quality assurance.
8. Name the 3 principles of statistical thinking.
All work occurs in a system of interconnected processes, variation exists in
all processes, and understanding and reducing variation are keys to success.
9. Name 4 lessons learned from the Red Bead Experiment.
Variation exists in systems and if stable can be predicted, all variation in
the production of red beads, and the variation from day to day of any willing
worker came entirely from the process itself., numerical goals are often
meaningless, and management is responsible for the system
10. What is the purpose of the Funnel Experiment?