Quality and Performance Excellence| Verified Answers 100%
The evolution of quality through the Industrial Revolution - ✔✔Craftspeople built
quality. The Industrial Revolution changed that by breaking up jobs into small
work tasks and no one person was invested in total quality. Quality became the
job of the inspector. Scientific Management was the cause not the industrial
revolution itself.
Two people who introduced statistical quality control to the Japanese after WWII
- ✔✔Edward Deming and Joseph Juran
What was the key organizational difference that enabled the Japanese to
embrace the quality concepts that were not fully engaged in US companies? -
✔✔Top Management supported it in Japan, but they did not support it in the U.S.
Compare the rate of quality improvement in Japan to the rate of improvement in
the US during the 20 years following the war. - ✔✔Quality in the USA was
stagnant while quality in Japan grew rapidly.
What are the three things that top managers in the US focused on during the
post-war period and why? - ✔✔Marketing, Production Quantity/Financial
Performance. After the war the American market was so hungry for the products
that had not been produced during the war that no matter what the quality was
the products were going to sell because of the empty market.
(2 pts) What was the result of what you have described in 4 through 6 above? -
✔✔The result was a business model in America that was so focused on quantity
and profitability, there was no quality control and the quality of the products that
were being produced was extremely poor. The U.S. lost market share to Japan.
When did the quality revolution in the U.S. begin and to what is it traced? - ✔✔In
1980 NBC aired a white paper titled "if Japan Can...Why can't we?" This
introduced Deming to American manufacturers.
What are the terms "Big Q" and "Little Q" used to describe? - ✔✔Big Q describes
the managing for quality at all levels.
Little Q describes managing simply for manufacturing quality.
What is the main reason to pursue quality? - ✔✔To satisfy customers.
1
, (2 pts) What is the "popular" definition of quality? - ✔✔Meeting or exceeding
customer expectations.
On what is quality control in manufacturing usually based? - ✔✔Conformance to
specifications.
How does the lack of defects in manufacturing relate to satisfying or exceeding
customer expectations and what is the best way to delight customers? - ✔✔Lack
of defects simply gets you in the game. It is required for success. The best way
to delight customers is improved product design.
What are two reasons why the service industry has lagged behind manufacturing
in recognizing the importance of quality? - ✔✔Service didn't have the same
aggressive competition that manufacturing had, and high turnover rate in service
jobs that usually pay less than manufacturing made it difficult for continuous
improvement.
What are the names of the three "management gurus" in the quality revolution of
the U.S.? - ✔✔Deming, Juran, Crosby
What is Deming most well known for? - ✔✔Teaching Japan statistical quality
control concepts, or NBC If Japan Can ... Why Can't We?
How did Juran's approach differ from Deming and what did he advocate? -
✔✔Juran has a more pragmatic approach. Juran advocated the accounting and
analysis of quality costs to focus attention on quality problems.
What are the three different languages that Juran said are spoken in an
organization and how is this different from Deming? - ✔✔Top Management
speaks dollars, workers speak things, and middle management speaks both.
Deming says statistics should be the common language.
(4 pts) What is Juran's Quality Trilogy and how is it similar to the way we manage
financially? - ✔✔Planning, control and improvement. It is the same way we
approach our finances, we set a budget, check to make sure that we are hitting
our numbers and then we adjust the budget to balance out the numbers so we
don't go in the red numbers.
What is Crosby most well known (performance standard)? - ✔✔Zero Defects
How is Crosby's approach different from Deming and Juran? - ✔✔Deming and
Juran argue that it is pointless to try to get perfection out of a worker since most
of the imperfections are out of the workers control.
2
The evolution of quality through the Industrial Revolution - ✔✔Craftspeople built
quality. The Industrial Revolution changed that by breaking up jobs into small
work tasks and no one person was invested in total quality. Quality became the
job of the inspector. Scientific Management was the cause not the industrial
revolution itself.
Two people who introduced statistical quality control to the Japanese after WWII
- ✔✔Edward Deming and Joseph Juran
What was the key organizational difference that enabled the Japanese to
embrace the quality concepts that were not fully engaged in US companies? -
✔✔Top Management supported it in Japan, but they did not support it in the U.S.
Compare the rate of quality improvement in Japan to the rate of improvement in
the US during the 20 years following the war. - ✔✔Quality in the USA was
stagnant while quality in Japan grew rapidly.
What are the three things that top managers in the US focused on during the
post-war period and why? - ✔✔Marketing, Production Quantity/Financial
Performance. After the war the American market was so hungry for the products
that had not been produced during the war that no matter what the quality was
the products were going to sell because of the empty market.
(2 pts) What was the result of what you have described in 4 through 6 above? -
✔✔The result was a business model in America that was so focused on quantity
and profitability, there was no quality control and the quality of the products that
were being produced was extremely poor. The U.S. lost market share to Japan.
When did the quality revolution in the U.S. begin and to what is it traced? - ✔✔In
1980 NBC aired a white paper titled "if Japan Can...Why can't we?" This
introduced Deming to American manufacturers.
What are the terms "Big Q" and "Little Q" used to describe? - ✔✔Big Q describes
the managing for quality at all levels.
Little Q describes managing simply for manufacturing quality.
What is the main reason to pursue quality? - ✔✔To satisfy customers.
1
, (2 pts) What is the "popular" definition of quality? - ✔✔Meeting or exceeding
customer expectations.
On what is quality control in manufacturing usually based? - ✔✔Conformance to
specifications.
How does the lack of defects in manufacturing relate to satisfying or exceeding
customer expectations and what is the best way to delight customers? - ✔✔Lack
of defects simply gets you in the game. It is required for success. The best way
to delight customers is improved product design.
What are two reasons why the service industry has lagged behind manufacturing
in recognizing the importance of quality? - ✔✔Service didn't have the same
aggressive competition that manufacturing had, and high turnover rate in service
jobs that usually pay less than manufacturing made it difficult for continuous
improvement.
What are the names of the three "management gurus" in the quality revolution of
the U.S.? - ✔✔Deming, Juran, Crosby
What is Deming most well known for? - ✔✔Teaching Japan statistical quality
control concepts, or NBC If Japan Can ... Why Can't We?
How did Juran's approach differ from Deming and what did he advocate? -
✔✔Juran has a more pragmatic approach. Juran advocated the accounting and
analysis of quality costs to focus attention on quality problems.
What are the three different languages that Juran said are spoken in an
organization and how is this different from Deming? - ✔✔Top Management
speaks dollars, workers speak things, and middle management speaks both.
Deming says statistics should be the common language.
(4 pts) What is Juran's Quality Trilogy and how is it similar to the way we manage
financially? - ✔✔Planning, control and improvement. It is the same way we
approach our finances, we set a budget, check to make sure that we are hitting
our numbers and then we adjust the budget to balance out the numbers so we
don't go in the red numbers.
What is Crosby most well known (performance standard)? - ✔✔Zero Defects
How is Crosby's approach different from Deming and Juran? - ✔✔Deming and
Juran argue that it is pointless to try to get perfection out of a worker since most
of the imperfections are out of the workers control.
2
