53) Customer focus involves developing an internal environment conducive to full participation
and personal growth, including human resources development.
54) The main purpose of a Baldrige site visit is to collect additional information on each of the
seven evaluation criteria.
55) The scoring summary in the feedback report is a synthesis of the most important strengths
and areas for improvement for each of the seven Baldrige categories.
56) The examiners for the Baldrige Award demonstrate their commitment to its core values by
being willing to give up approximately 10% of their year to serve on the board with no
compensation.
57) In the full-Baldrige approach, the scores required to win the state awards are higher than
those for the national awards.
58) The Baldrige-lite approach uses the Baldrige criteria but with a simplified process or
application.
59) Information analysis is a category of the Baldrige Award.
60) Describe the key characteristics of the Malcolm Baldrige Award.
61) Explain the seven interrelated categories of the Baldrige Award that compose the
organizational system for performance.
62) Explain the term “Baldrige-qualified.”
63) Differentiate between the full-Baldrige approach and the Baldrige-lite approach.
64) The first view of lean manufacturing is a philosophical view of ________.
A) strategic planning
B) waste reduction
C) inventory control
D) product development
E) reengineering
65) A productive system whose focus is on optimizing processes through the philosophy of
continual improvement is called ________.
A) lean manufacturing
B) reengineering
C) benchmarking
D) just-in-time production
E) statistical process control
66) ________ was fundamental in helping Toyota reduce waste.
A) Genichi Taguchi
B) Kaoru Ishikawa
C) Shigeo Shingo
D) Armand Feigenbaum
E) Philip Crosby
67) Which of the following is not one of Shingo’s seven wastes?
A) waste of stocks
B) waste of funds
C) waste of motion
D) waste of transportation
E) waste of waiting
68) With ________ inspection, all work is inspected at each stage of the manufacturing process,
and the workers inspect their own work.
A) in-process
B) multilevel
C) dynamic
D) continuous
E) line-stop
69) The N=2 technique is an alternative to ________.
A) in-process inspection
B) acceptance sampling
C) statistical process control
D) benchmarking
E) quality control
70) ________ means that all departments are involved in quality.
A) Vertical deployment
B) Cross-functional deployment
C) Horizontal deployment
D) Multilevel deployment
E) Parallel deployment
71) ________ means that all levels of management and workers are actively involved in quality.
A) Vertical deployment
B) Cross-functional deployment
C) Horizontal deployment
D) Multilevel deployment
E) Parallel deployment
72) With respect to the five S’s, organizing by getting rid of the unnecessary files, forms, and
other materials is called ________.
A) seiri
B) seiton
C) seiso
D) seiketsu
E) shetsuke
73) With respect to the five S’s, neatness that is achieved by straightening offices and work areas
is called ________.
A) seiri
B) seiton
C) seiso
D) seiketsu
E) shetsuke
74) With respect to the five S’s, cleaning plant and equipment to eliminate dirtiness that can hide
or obscure problems is called ________.
A) seiri
B) seiton
C) seiso
D) seiketsu
E) shetsuke
75) With respect to the five S’s, standardizing locations for tools, files, equipment, and all other
materials is called ________.
A) seiri
B) seiton
C) seiso
D) seiketsu
E) shetsuke
76) With respect to the five S’s, discipline in maintaining the prior four S’s is called ________.
A) seiri
B) seiton
C) seiso
D) seiketsu
E) shetsuke
77) ________ are natural work teams made up of workers who are empowered to improve work
processes and are used by Japanese companies to involve employees in improving processes and
process capability.
A) Empowerment task forces
B) Cross-functional teams
C) Horizontal task forces
D) Vertical task forces
E) Quality circles
78) The idea behind ________ is that the worst condition a machine should ever be in is on the
day you purchase the machine.
A) quality circles
B) vertical deployment
C) line-stop authority
D) horizontal deployment
E) preventive maintenance
79) The first view of lean manufacturing is a philosophical view of waste reduction.
80) Lean manufacturing is a productive system whose focus is on optimizing processes through
the philosophy of continual improvement.
81) Kaoru Ishikawa was fundamental in helping Toyota to reduce waste.
82) The Japanese approach follows the policy that when problems exist in business, the first
reflex is to hide the problems as though they do not exist.
83) The visibility technique used by the Japanese is called andon, or warning lights.
84) With in-process inspection, all work is inspected at each stage of the process, and the
workers inspect their own work.
85) The N=2 technique is an alternative to acceptance sampling.
86) Horizontal deployment means that all levels of management and workers are actively
involved in quality.
87) The idea behind preventive maintenance is that the worst condition a machine should ever be
in is on the day it is purchased.
88) Organizing by getting rid of the unnecessary materials is called seiri.
89) Cleaning plant and equipment to eliminate dirtiness that can hide or obscure problems is
called seiso.
90) Standardizing locations for tools, files, equipment, and other materials is called shetsuke.
91) Quality circles are natural work teams made up of workers who are empowered to improve
work processes.
92) Explain the concept of lean manufacturing.
93) Explain the five S’s adopted by Japanese firms in an effort to improve operations.
94) Describe quality circles. How does the use of quality circles improve quality?
95) Explain the concept of preventive maintenance used by Japanese manufacturers.
96) ________ is the European standard for quality that has been expanded worldwide.
A) ISO 9000:2005
B) ISO 9000:2015
C) ISO 9001:2000
D) ISO 9004:2009
E) ISO 14001:2004
97) The focus of ISO 9000:2015 is to ________.
A) encourage the adoption of total quality management in Europe
B) reward European firms that embrace quality management techniques
C) provide a standardized format for firms to document their quality systems in order to facilitate
trade
D) teach European firms the importance of quality management
E) provide a framework for organizational improvement and change
98) What is the first step in the registration process for ISO 9000:2015?
A) inquiry
B) client contract
C) phase 1 audit
D) certification audit
E) process audit
99) What is the most important and most difficult step of the ISO process?
A) selecting a registrar
B) contracting with the client
C) phase 1 audit
D) certification audit
E) process audit
100) Which of the following is not a quality management principle underlying ISO 9000:2015?
A) involvement of people
B) improvement
C) leadership
D) dedication
E) customer focus
101) ISO 9004:2009 is the European standard for quality that has been expanded worldwide.
102) The first step in the registration process for ISO 9000:2015 involves a phase 1 audit.
