Question 1

According to Crosby, a company that wanted to improve their processes but failed likely had:

Accepted Answer

A)   called their effort a process.
B)   employed quality control staff who were cynical.
C)   unending patience for results, and no sense of urgency.
D)   aimed their efforts toward the higher operational staff.E) None of the above
F) All of the above

Question 2

Joseph Juran's trilogy consists of:

Accepted Answer

A)   quality control, quality process, and quality improvement.
B)   quality control, measurable results, and evaluation.
C)   observation, quantifiable results, and total quality management.
D)   quality planning, quality control, and quality improvement.E) C) and D)
F) A) and B)

Question 3

One of the strengths in Philip Crosby's theory on quality is that:

Accepted Answer

A)   it is solely based on statistics and therefore objective.
B)   he believes in aiming quality efforts at the lower operational levels.
C)   it gives attention to transforming the quality culture of an organization.
D)   he believes in aiming the quality efforts at the higher operational levels.E) A) and D)
F) B) and C)

Question 4

A hospital has:

Accepted Answer

A)   internal customers.
B)   external customers.
C)   both internal and external customers.
D)   no customers, just patients and physicians.E) A) and B)
F) A) and C)

Question 5

Which statement best describes W. Edwards Deming's beliefs about quality?

Accepted Answer

A)   Focusing on the process of quality is more important than focusing on the product.
B)   Quality is defined by a company's slogan.
C)   Quality in production is defined by numerical quotas.
D)   Quality can be achieved by solving immediate problems as they arise.E) None of the above
F) B) and C) A

Question 6

Which step falls under Joseph Juran's concept of quality control?

Accepted Answer

A)   Identify the customers
B)   Establish measurement
C)   Diagnose to find causes
D)   Determine customer needsE) B) and C)
F) A) and B) B

Question 7

W. Edwards Deming believed that quality initiatives must come:

Accepted Answer

A)   from the bottom-up, with the front-line workers suggesting ways for improvement.
B)   form customer feedback as only the customers can be objective about their experience with the end product.
C)   from the leadership, from the top-down, and employees must be taught how to improve quality continually.
D)   as a set of proposals from focus groups and committees comprised of customers, workers, and managers.E) B) and C)
F) C) and D)

Question 8

Which person kept detailed records of deaths and was able to mathematically prove that unsanitary conditions in hospitals led to patients' deaths?

Accepted Answer

A)   Florence Nightingale
B)   Joseph Juran
C)   W. Edwards Deming
D)   Philip B. CrosbyE) None of the above
F) C) and D)

Question 9

The end-result system was proposed by:

Accepted Answer

A)   Florence Nightingale and it tracked the number of patient deaths.
B)   Joseph Juran and it focused on quality improvement as a process.
C)   Ernest Codman and it linked hospital treatment to patient outcomes.
D)   Avedis Donabedian and it focused on total quality management (TQM) .E) A) and D)
F) A) and C) C

Question 10

Which phrase is not one of W. Edwards Deming's Fourteen Points for Management?

Accepted Answer

A)   Adopt the new philosophy
B)   Drive out fear
C)   Institute new leadership
D)   Reward employees consistentlyE) A) and C)
F) A) and D)

Exam 16: Theoretical Approaches to Quality Improvement

According to Crosby, a company that wanted to improve their processes but failed likely had:

Correct Answer
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Joseph Juran's trilogy consists of:

Correct Answer
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One of the strengths in Philip Crosby's theory on quality is that:

Correct Answer
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A hospital has:

Correct Answer
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Which statement best describes W. Edwards Deming's beliefs about quality?

Correct Answer
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A

Which step falls under Joseph Juran's concept of quality control?

Correct Answer
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B

W. Edwards Deming believed that quality initiatives must come:

Correct Answer
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Which person kept detailed records of deaths and was able to mathematically prove that unsanitary conditions in hospitals led to patients' deaths?

Correct Answer
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The end-result system was proposed by:

Correct Answer
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C

Which phrase is not one of W. Edwards Deming's Fourteen Points for Management?

Correct Answer
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Exam 16: Theoretical Approaches to Quality Improvement

According to Crosby, a company that wanted to improve their processes but failed likely had:

Correct AnswerverifiedShow Answer

Joseph Juran's trilogy consists of:

Correct AnswerverifiedShow Answer

One of the strengths in Philip Crosby's theory on quality is that:

Correct AnswerverifiedShow Answer

A hospital has:

Correct AnswerverifiedShow Answer

Which statement best describes W. Edwards Deming's beliefs about quality?

Correct AnswerverifiedA

Which step falls under Joseph Juran's concept of quality control?

Correct AnswerverifiedB

W. Edwards Deming believed that quality initiatives must come:

Correct AnswerverifiedShow Answer

Which person kept detailed records of deaths and was able to mathematically prove that unsanitary conditions in hospitals led to patients' deaths?

Correct AnswerverifiedShow Answer

The end-result system was proposed by:

Correct AnswerverifiedC

Which phrase is not one of W. Edwards Deming's Fourteen Points for Management?

Correct AnswerverifiedShow Answer

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A

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B

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C

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