Strama - Module 18-19

Every business’ objective is to make money and earn profit.

• True

• False

Philip Crosby said that quality is a total field and he believed that the customer defines quality

• True

• False

A primary role of management is to lead an organization in its daily operation and to maintain it as a

viable entity into the future.

• True

• False

Employing the steps in PDSA cycle doesn't provide a systematic approach to continuous improvement.

• True

• False

Process improvement involves documentation, measurement, and analysis for the

purpose of improving the functioning of a process.

• True

• False

Failure to carefully plan a program before embarking on it can lead to false starts employee confusion, and

meaningless results.

• True

• False

One way to think about quality is the degree to which performance of a product or service meets or exceeds

customer expectations.

• True

• False

He went to Japan after WWII to assist the Japanese in improving quality and productivity

• Joseph Juran

• Edward Deming

• Philip Crosby

• Genichi Taguchi

Which of the following is not part of the 9 dimensions of service quality?

• Convenience

• Time

• Conformance

• Expectancy

All are part of the 9 Dimensions of Product quality except:

• Performance

• Serviceability

• Realiability

• Tangibles