Question: 1) ______ costs result from defects or quality problems before the product or service is delivered to the customer. a. Appraisal b. Prevention c. External

1) ______ costs result from defects or quality problems before the product or service is delivered to the customer.

a. Appraisal

b. Prevention

c. External failure

d. Internal failure

2) ______ gap is the difference between what customers expected to receive from a service and their impression of what they actually received.

A. Satisfaction

B. Service

C. Perception

D. Product

3) The higher the processs standard deviation, the more inconsistent the process is.

A. True

B. False

4) The underlying probability distribution for a p-chart is a normal distribution.

A. True

B. False

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