TRUE/FALSE
1.Managers at Arnold Palmer Hospital take quality so seriously that the hospital typically is a national leader in several quality areas—so that continuous improvement is no longer necessary.
2.An improvement in quality must necessarily increase costs.
3.For most, if not all organizations, quality is a tactical rather than a strategic issue.
4.The definition of quality adopted by The American Society for Quality is a customer-oriented definition.
5.Conforming to standards is the focus of the product-based definition of quality.
6.Internal failure costs are associated with scrap, rework, and downtime.
7.Philip Crosby is credited with both of these quality catch-phrases: "quality is free" and "zero defects."
8.Deming's writings on quality tend to focus on the customer and on fitness for use, unlike Juran's work that is oriented toward meeting specifications.
9.Improved quality can increase profitability via flexible pricing.
10.ISO 9000 has evolved from a set of quality assurance standards toward a quality management system.
11.Quality is mostly the business of the quality control staff, not ordinary employees.
12.TQM is important because quality influences all of the ten decisions made by operations managers.
13.The phrase Six Sigma has two meanings. One is statistical, referring to an extremely high process capability; the other is a comprehensive system for achieving and sustaining business success.
14.Continuous improvement is based on the philosophy that any aspect of an organization can be improved.
15.Kaizen is similar to TQM in that both are focused on continuous improvement.