MNGMT ED SUMMATIVE customers and stakeholders, contributing to

organizational success; improvement of overall

MODULE 1.1
organizational effectiveness and capabilities;
1. Pertains to superiority or excellent and learning for the organization and for people
performance of an item (American Society for in the workforce.
Quality).

PERFORMANCE EXCELLENCE
QUALITY

4. He advocates that firm needs to create

2. TOP 10 DEFINITIONS OF QUALITY better goods and services by finding and
eliminating sources of defects, and spend more
effort measuring customer satisfaction as ways
Meeting customer expectations of assessing progress and further improvement.

Adding customer value

Continuously measuring the improvement of H. JAMES HARRINGTON

processes and services for customers

Acting as promised and reporting failures 5. IMPORTANCE OF QUALITY IN

Doing the right thing at the right time in the ORGANIZATIONS
right way with the right people

Ensuring customers come back and products do  Lead to customer satisfaction

not
 Assess progress and drives further
Providing the best value to customers by improvement.
improving everyday activities and processes
 Consumers are intelligent enough to
Beyond delivering what customer wants, recognize quality.
anticipating what the customer will want when
he or she knows the possibilities

Delivering customer value across the

organization through best-in-class products,
services, and support

Meeting and exceeding expectations of clients,

employees, and relevant constituencies in the 6. BRIEF HISTORY OF QUALITY
community.

12TH CENTURY
3. An integrated approach to
MIDDLE AGES
organizational performance management that
results in delivery of ever improving value to INDUSTRIAL REVOLUTION
1970’s -1980’s were done to come up with a product and
compare them to a standard model. What
1990’s
history
1991

INDUSTRIAL REVOLUTION
7. Birth of modern quality assurance
(China) during Zhou Dynasty. What history
12. Thomas Jefferson brought Honore Le
Blanc’s Concept of interchangeable parts to
12th century America. What history

8. Skilled craftspeople both as INDUSTRIAL REVOLUTION

manufacturers, inspectors, building quality into
their products through considerable pride in
their workmanship. What history 13. Scientific management

MIDDLE AGES FREDERICK W. TAYLOR

9. He brought Honore Le Blanc’s Concept 14. What history is greatly influenced the
of interchangeable parts to America nature of quality in manufacturing
organizations.

Thomas Jefferson
INDUSTRIAL REVOLUTION

10. Specific governmental departments

were created and given responsibility for:
Production, inventory, and product distribution
of raw material (supply chain management)
Production and manufacturing Formulation and
execution of quality standards Supervision and
inspection. What history
15. What history Focused on production
efficiency and decomposing jobs into small
work tasks, the modern assembly line destroyed
the holistic nature of manufacturing.
INDUSTRIAL REVOLUTION

12th CENTURY
16. What history introduced the statistical
quality control to Japanese workers after World
11. Special machine tools were being War II as part of General Mac Arthur’s
designed and training for unskilled workers rebuilding program.
 22. 8 FORCES THAT WILL INFLUENCE THE
FUTURE OF QUALITY
DEMING AND JURAN

GLOBAL RESPONSIBILITY
17. What history where many businesses in
the United States lost significant market share CONSUMER AWARENESS
to other global competitors, Japan in particular.
GLOBALIZATION

INCREASING RATE OF CHANGE

1970’s-1980’s
WORKFORCE IN THE FUTURE

AGING POPULATION
18. What history where quality
21ST CENTURY QUALITY
improvement would open new world markets
and was necessary for the survival of a nation. INNOVATION

DEMING AND JURAN 23. 2 QUALITY IN ORGANIZATIONS

19. Health care, government, and QUALITY IN MANUFACTURING

education began to pay increased attention to
quality. QUALITY IN SERVICES

1990’s 24. ENUMERATE QUALITY DIMENSIONS IN

MANUFACTURED PRODUCTS

20. Consortium of professional

asscoiations, business and universities PERFORMANCE
incorporated a nonprofit group called what FEATURES

RELIABILITY
NATIONAL EDUCATION QUALITY INITIATIVE CONFORMANCE

DURABILITY
21. In what history does consortium of SERVICEABILITY
professional asscoiations, business and
universities incorporated a nonprofit group AESTHETICS
called National Education Quality Initiative PERCEIVED QUALITY

1991
25. It focuses on technical issues such as
equipment reliability, inspection, defect
measurement, and process control.
QUALITY IN MANUFACTURING
SERVICEABILITY
31. The degree to which physical and
performance characteristics of a product match
pre-established standards.

26. Products primary operating CONFORMANCE

characteristics

32. The amount of use one gets from a

PERFORMANCE product before it physically deteriorates or until
replacement is preferable.

27. The probability of a product’s surviving

over a specified period of time under stated DURABILITY
conditions of use.

33. Subjective assessment resulting from

RELIABILITY image, advertising, or brand names.

28. Any or primary complementary activity PERCEIVED QUALITY

that does not directly produce a physical
product- that is non-goods part of the
transaction between buyer (customer) and 34. Pertains to product looks, feels, sounds,
seller (provider). tastes, or smells.

QUALITY IN SERVICES AESTHETICS

29. Bells and whistles of the product. 35. Mainly focuses on the perspective
creating systems and products that will
constantly produce products without or zero
FEATURES defects.

30. The ability to repair a product quickly TOTAL QUALITY MANAGEMENT

and easily.
36. ENUMERATE DISTINCTIONS OF EMPATHY
SERVICES FROM MANUFACTURING
RESPONSIVENESS

CUSTOMER NEEDS DISTINCTION

39. The knowledge and courtesy of
DEGREE OF CUSTOMIZATION employees, and their ability to convey trust and
confidence.
INTANGIBILITY

SIMULTANEOUS PRODUCTION AND

CONSUMPTION ASSURANCE

PRESENCE OF SERVICE PROVIDER

SERVICES ARE GENERALLY LABOR INTENSIVE 40. The ability to provide what was
promised , dependably and accurately.
VOLUME OF CONSUMER TRANSACTIONS

RELIABILITY
37. IMPORTANT FACTORS OF SERVICE
QUALITY

41. The degree of caring and individual

attention provided to customers.
Time

Timeliness
EMPATHY
Completeness

Courtesy
42. The physical facilities and equipment
Consistency
and the appearance of personnel.
Accessibility and Convenience

Accuracy
TANGIBLES
Responsiveness

43. The willingness to help customers and

38. 5 KEY DIMENSIONS OF SERVICE provide prompt service.
QUALITY

RESPONSIVENESS
RELIABILITY

ASSURANCE
44. This integration of award is given to any
TANGIBLES federal and local government sector through
facilitating broad quality program.
INTEGRATION OF AWARD FOR EXCELLENCE

ERNEST CODMAN,M.D

45. The integration of additional years from

kinder to senior years that will make the
50. Under this system, a hospital would
students college and future ready.
track every patient it treated long enough to
determine whether the treatment was
effective.
K-12 IMPLEMENTATION

ERNEST CODMAN,M.D
46. The principal accreditation agency for
healthcare was created in 1951 through
collaboration of other healthcare agencies to
51. Quality Management Principles
provide voluntary accreditation.

Customer Focus
JOINT COMMISSION ON ACCREDITATION OF
HEALTH ORGANIZATIONS (JCAHO) Leadership

Involvement of People
47. Stipulated in the program is the Process Approach
identification of knowledge and skills needed
for students to reach the target which is to be System Approach to Management
employed locally and internationally. Continual Improvement

Factual Approach to Decision Making

K-12 IMPLEMENTATION Mutually Beneficial Supplier Relationships

48. Continuously improve the safety and
quality of care provided to the public through
the provision of health care accreditation and
related services that support performance
improvement in health care organizations
DESCRIBING THE PHILOSOPHICAL VIEWS
AMONG THE DIFFERENT GURUS FOR QUALITY
1. THEY ARE THE TRUE GURUS INSIGHTS
ON MEASURING, MANAGING, AND IMPROVING

THREE FOUNDATIONS OF PERFORMANCE

EXCELLENCE
JOINT COMMISSION ON ACCREDITATION OF
HEALTH ORGANIZATIONS (JCAHO
W. EDWARD DEMING

49. Proposed the end result system of JOSEPH M. JURAN

hospital standardization. PHILIP B. CROSBY
 7. A noted consultant who made salient
points and observations about the failure to
2. Is a set of functions or activities within
understand the components of profound
an organization that work together to achieve
knowledge.
organizational goals.

PETER SCHOLTES
SYSTEM

8. Theory of Knowledge was influenced by

3. Pertains to the differences when it
who
comes to strength, thickness or moisture
content of a product or raw materials.

CLARENCE IRVING LEWIS

VARIATION

4. A branch of philosophy concerned with

the nature and scope of knowledge, its
presuppositions and bases, and general
reliability of claims to knowledge. 9. DEMING’S 14 POINTS FOR
MANAGEMENT

THEORY OF KNOWLEDGE
MANAGEMENT COMMITMENT

LEARN THE NEW PHILOSOPHY

5. It was influenced by Clarence Irving
Lewis UNDERSTAND INSPECTION

END PRICE TAG DECISION

THEORY OF KNOWLEDGE IMPROVE CONSTANTLY

INSTITUTE TRAINING
6. Helps to understand people, INSTITUTE LEADERSHIP
interactions between people and
circumstances, interactions between leaders DRIVE OUT FEAR
and employees, and the drivers of behavior. OPTIMIZE TEAM EFFORTS

ELIMINATE EXHORTATIONS
PSYCHOLOGY ELIMINATE QUOTAS AND (MBO)

REMOVE BARRIERS TO PRIDE IN

WORKMANSHIP
INSTITUTE EDUCATION may be objectively evaluated, establishing
standards of performance, measuring actual
TAKE ACTION
performance and the standard, and taking
action on the difference.

10. Focuses on market research, product

concept, and design specifications.
QUALITY CONTROL

QUALITY OF DESIGN
16. Is best achieved by identifying specific
projects for improvement, getting the right
people involved, diagnosing causes of poor
11. Includes technology, manpower, and performance, developing remedies for the
management. causes, proving that the remedies will be
effective, and providing control to hold
improvements.
QUALITY OF CONFORMANCE

QUALITY IMPROVEMENT
12. Focuses on reliability, maintainability,
and logistical support.
17. Has been one of the most powerful
catalysts of Total Quality in U.S. A and
AVAILABILITY throughout the

World.
13. Quality comprises promptness,
competence, and integrity.
BALDRIGE AWARD

FIELD SERVICE
14. Begins with identifying customers, both
external and internal, determining their needs,
and developing product features that respond
to customer needs.
18. Was highly regarded by world leader,
having played a major role in carrying out the
administration’s trade policy, resolving
technology and transfer differences with China
and India.

BALDRIGE AWARD
QUALITY PLANNING

19. Establishes a framework for

15. Involves determining what to control, understanding and integrating principles of
establishing units of measurement so that data performance
Excellence

24. Focus on developing , documenting,

and implementing procedures to ensure
BALDRIGE AWARD
consistency of operations and performance in
production and service delivery processes, with
the aim of continual improvement, and
20. Can be considered as a mechanism for supported by fundamental principles of TQ.
managing and continuously improving core
processes to “achieve customer maximum
customer satisfaction at the lowest overall cost
ISO 9000 STANDARDS
to the organization.”

25. ISO CONSIST OF 3 DOCUMENTS, WHAT

Synthesizes standards, methods, and tools to
ARE THOSE
Achieve quality-related goals.

ISO 9000: 2005

QUALITY MANAGEMENT SYSTEMS (QMS)
ISO 9001: 2008

ISO 9004: 2009

21. QMS VARIABLES

26. Provides background information and

QUALITY POLICY establishes definitions of key terms used in the
standards.
QUALITY MANUAL

ISO 9000: 2005 (FUNDAMENTALS AND

22. –a formal document that demonstrates VOCABULARY)
a commitment to achieving high quality and
meeting

Customer expectations 27. Provides guidelines to assist

organizations in improving and sustaining their
QMSs.
QUALITY POLICY

ISO 9004 : 2009 (GUIDANCE FOR

23. Serves as permanent reference for PERFORMANCE IMPROVEMENT)
implementing and maintaining the system.

28. Provides a structure for a basic QMS

QUALITY MANUAL and is intended to demonstrate compliance
with recognized quality principles to customers marketplace and concentrates on fixing quality
and for third party certification. system problems.

ISO 9001: 2008 (REQUIREMENTS) ISO

29. Provides discipline 34. Concentrates on measuring product

quality and driving process improvement and
Contains the basics of a good quality system
cost savings throughout the organization.
offers a marketing program.

SIX SIGMA
BENEFITS OF ISO 9000:2000

35. Contribute significant impact for the

30. An approach in measuring product and
service quality.
SIX SIGMA
31. Focuses on performance excellence for
the entire organization in an overall
management framework, identifying and
tracking important organizational results;
companies to develop quality products and
services and perhaps, frameworks for quality
and performance excellence were laid out and
plans that will be applied in the present
scenario for the company to achieve its goals
and objectives in setting appropriate standards
for quality.
QUALITY GURUS

36. HIERARCHICAL SET OF CATEGORIES OF

BALDRIGE BALDRIGE AWARD

32. Is the realization of many fundamental LEADERSHIP

concepts of “total quality management”
notably, the integration of human and process STRATEGY
elements of improvement.
CUSTOMERS

MEASUREMENT
SIX SIGMA
ANALYSIS AND KNOWLEDGE MANAGEMENT

WORFORCE
33. Focuses on product and service
OPERATIONS
conformity for guaranteeing equity in the
RESULT
 Holistic mission of the firm

37. READ THE PURPOSES OF THE AWARD Departmental mission

MGA GURUS 7. Contends that employees at different

levels of an organization speak in different
1. Joined Western Electric in 1920’s during
languages.
its pioneering days in the development of
statistical methods for quality.

JOSEPH M. JURAN

JOSEPH M. JURAN

8. Develop and offer training programs.

2. Was corporate vice president for quality

at International Telephone and Telegraph
PHILIP B. CROSBY
(ITT)

9. Proposed the Absolutes of Quality

PHILIP B. CROSBY Management.

3. HE said quality means conformance to PHILIP B. CROSBY

requirements not elegance.

PHILIP B. CROSBY
10. According to him the only performance
4. He made the Quality Control Handbook measurement is the cost of quality.

JOSEPH M. JURAN PHILIP B. CROSBY

5. Taught principles to the Japanese in 11. Quality means conformance to

1950’s after Deming and was a principal force in requirements not elegance.
their quality reorganization;

PHILIP B. CROSBY
JOSEPH M. JURAN

12. Focuses on the operational level which

6. Pursuit of quality on two levels: is of increasing conformance to specifications
through
Elimination of defects, supported extensively by PHILIP B. CROSBY
statistical tools for analysis

18. The only performance measurement is

JOSEPH M. JURAN the cost of quality.

13. He said that Quality as “Fitness for Use” PHILIP B. CROSBY

JOSEPH M. JURAN 19. The only performance standard is zero

defects.

14. CATEGORIES OF QUALITY FOR JURAN

PHILIP B. CROSBY
QUALITY OF DESIGN

QUALITY OF CONFORMANCE
38. NOTE: READ THE PURPOSES OF THE
AVAILABILITY
AWARD
FIELD SERVICE

15. JURAN’S QUALITY TRILOGY

QUALITY PLANNING

QUALITY CONTROL

QUALITY IMPROVEMENT

16. He said There is no such thing as quality

problem.

PHILIP B. CROSBY

17. There is no such thing as the economics

of quality: it is always cheaper to do the job
right the first time.