NHM 475 Final Exam (Ch 2, 9-15)
questions n answers rated A+ passed
2025/2026
________ is a procedure that defines and ensures maintenance of standards within prescribed
tolerances for a product or service. - correct answer ✔✔Quality assurance
The group that serves as an accreditation agency that reviews voluntary programs of quality
improvements in patient care in hospitals is: - correct answer ✔✔The Joint Commission.
The Malcom Baldrige Award is given to recognize: - correct answer ✔✔quality achievement.
According to the American Society for Quality, which of the following is NOT a characteristic of
quality? - correct answer ✔✔Quality is a program.
The radical redesign of business processes for dramatic improvement is termed ________. -
correct answer ✔✔reengineering
W. Deming is most known for his work in which country? - correct answer ✔✔Japan
________ is defined as the degree to which managers allow employees to act independently
within their job description - correct answer ✔✔Empowerment
A model for coordinating process improvement efforts is a ________. - correct answer ✔✔plan-
do-check-act cycle
,A process improvement tool that provides a graphical record of process improvement efforts
over a period of time is termed a ________. - correct answer ✔✔control chart
________ often is referred to as the 80-20 rule because 80% of a given outcome typically results
from 20% of an input. - correct answer ✔✔Pareto analysis
A data driven technique for eliminating defects in a process is referred to as ________. - correct
answer ✔✔six sigma
What is the only hotel company to win the Baldrige Award on two occasions? - correct answer
✔✔Ritz Carlton
Process improvement programs are part of ________ in the foodservice systems model. -
correct answer ✔✔control
The 14-point system to help companies improve their quality was created by ________. -
correct answer ✔✔Deming
The process that includes the concept of providing a product or service only when a customer
wants it is termed ________. - correct answer ✔✔Lean
T or F: The key to a successful quality assurance program is continuous monitoring and
evaluation. - correct answer ✔✔true
T or F: Quality should be defined by the manager, not the customer. - correct answer ✔✔false
T or F: Quality assurance is a procedure that ensures maintenance of standards. - correct
answer ✔✔true
, T or F: Suppliers of food products are termed "external customers" of the foodservice operation.
- correct answer ✔✔false
T or F: An Ishikawa or fishbone diagram provides a way to illustrate factors that may influence or
cause a given outcome. - correct answer ✔✔true
T or F: ISO 9001 standards are U.S.-based standards for quality performance. - correct answer
✔✔false
T or F: Common to the ISO 9001 standards, the Malcolm Baldrige Award, and the Joint
Commission standards is the inclusion of leadership as a criteria for quality. - correct answer
✔✔true
T or F: Common to most total quality management definitions is a focus on empowerment of
employees. - correct answer ✔✔true
T or F: The Keys to Excellence is a quality improvement program for hospital foodservice
operations. - correct answer ✔✔false
T or F: A FOCUS-PDCA is a way to coordinate process improvement projects. - correct answer
✔✔true
T or F: A value stream map is commonly used in benchmarking one operation with another. -
correct answer ✔✔false
________ is the process of comparing your operation's performance against those considered
to be front-runners in the industry. - correct answer ✔✔benchmarking
The Greek letter for a statistical unit of measurement used to define standard deviation is
________. - correct answer ✔✔sigma
questions n answers rated A+ passed
2025/2026
________ is a procedure that defines and ensures maintenance of standards within prescribed
tolerances for a product or service. - correct answer ✔✔Quality assurance
The group that serves as an accreditation agency that reviews voluntary programs of quality
improvements in patient care in hospitals is: - correct answer ✔✔The Joint Commission.
The Malcom Baldrige Award is given to recognize: - correct answer ✔✔quality achievement.
According to the American Society for Quality, which of the following is NOT a characteristic of
quality? - correct answer ✔✔Quality is a program.
The radical redesign of business processes for dramatic improvement is termed ________. -
correct answer ✔✔reengineering
W. Deming is most known for his work in which country? - correct answer ✔✔Japan
________ is defined as the degree to which managers allow employees to act independently
within their job description - correct answer ✔✔Empowerment
A model for coordinating process improvement efforts is a ________. - correct answer ✔✔plan-
do-check-act cycle
,A process improvement tool that provides a graphical record of process improvement efforts
over a period of time is termed a ________. - correct answer ✔✔control chart
________ often is referred to as the 80-20 rule because 80% of a given outcome typically results
from 20% of an input. - correct answer ✔✔Pareto analysis
A data driven technique for eliminating defects in a process is referred to as ________. - correct
answer ✔✔six sigma
What is the only hotel company to win the Baldrige Award on two occasions? - correct answer
✔✔Ritz Carlton
Process improvement programs are part of ________ in the foodservice systems model. -
correct answer ✔✔control
The 14-point system to help companies improve their quality was created by ________. -
correct answer ✔✔Deming
The process that includes the concept of providing a product or service only when a customer
wants it is termed ________. - correct answer ✔✔Lean
T or F: The key to a successful quality assurance program is continuous monitoring and
evaluation. - correct answer ✔✔true
T or F: Quality should be defined by the manager, not the customer. - correct answer ✔✔false
T or F: Quality assurance is a procedure that ensures maintenance of standards. - correct
answer ✔✔true
, T or F: Suppliers of food products are termed "external customers" of the foodservice operation.
- correct answer ✔✔false
T or F: An Ishikawa or fishbone diagram provides a way to illustrate factors that may influence or
cause a given outcome. - correct answer ✔✔true
T or F: ISO 9001 standards are U.S.-based standards for quality performance. - correct answer
✔✔false
T or F: Common to the ISO 9001 standards, the Malcolm Baldrige Award, and the Joint
Commission standards is the inclusion of leadership as a criteria for quality. - correct answer
✔✔true
T or F: Common to most total quality management definitions is a focus on empowerment of
employees. - correct answer ✔✔true
T or F: The Keys to Excellence is a quality improvement program for hospital foodservice
operations. - correct answer ✔✔false
T or F: A FOCUS-PDCA is a way to coordinate process improvement projects. - correct answer
✔✔true
T or F: A value stream map is commonly used in benchmarking one operation with another. -
correct answer ✔✔false
________ is the process of comparing your operation's performance against those considered
to be front-runners in the industry. - correct answer ✔✔benchmarking
The Greek letter for a statistical unit of measurement used to define standard deviation is
________. - correct answer ✔✔sigma
