Which of the following are some of the key concepts of quality improvement? Select all that apply
a. there are two ways to improve quality: eliminate defects in the work process and add features that meet the customer's needs or preferences
b. quality defects are costly in terms of internal losses due to lowered productivity
c. focus on the most important work processes to improve
d. involve primarily management in the QI process due to time and workload constraints
A, B, C
Quality improvement has a number of key principles that describe and guide its processes. These key principles include: 1) there are two ways to improve quality: eliminate defects in the work process and add features that meet the customer's needs or preferences, 2) quality defects are costly in terms of internal losses due to lowered productivity, 3) focus on the most important work processes to improve, and 4) involve every worker (not primarily management) in the QI process.
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