1. (1 mark each) Quality management practices can be summarized in what two phrases? A. "On time and on budget" and "If it isn't broken, don't fix it" B. "Do things right" and "Do the right things" C. Zero Defects" and "Zero Tolerance" D. None of the above 2. A fundamental attribute of TQM is A. Drawing control charts B. Having team meetings C. Top management's direct involvement D. Meeting ISO 9000 audit E. All of the above 3. Benchmarking determines A. Customer requirements B. Process capability C. How company is doing relative to others D. Getting ISO 9000 audit done E. If management is motivated 4. The difference between manufacturing and service is A Nonexistent B. Products cannot be inventoried C. Service can't be backordered D. Production is instantaneous E Service is consumed as produced 5. Service quality cannot be managed when A. No vendors are involved B. Customer expectations are not known C. Workers don't meet regularly with management D. Consultants are not consulted E. Histogram cannot be drawn