1. When a company implements a TQM program, many quality costs are reduced except :

a. Internal Failure Costs

b. External Failure Costs

c. Prevention Costs

d. Warranty and Servicing Costs

2.

Valves on tanker trucks are made a specific size therefore it is impossible for a driver to attach a hose for gasoline to a tanker full of kerosene or diesel oil. This prevents catastrophic mistakes and is best called a:

		source inspection
		continuous improvement
		plan-do-check-act
		poka-yoke.