11. Complete results of pilot testing, including data display, analysis, experiments and simulation analyses are a part of which step in the quality and process improvement that occurs most effectively on a project-by-project basis? 12. A summary of lessons learned from the project should be available in which step in the quality and process improvement that occurs most effectively on a project-by-project basis? 13. The SIPOC diagram is a high-level map of a process. In which step should it be used in the quality and process improvement that occurs most effectively on a project-by-project basis? 14. is a strategy for implementing and managing quality improvement activities on an organization-wide basis. 15. These costs are incurred when products, components, materials, and services fail to meet quality requirements, and this failure is discovered prior to delivery of the product to the customer. (a) Appraisal costs (6) Internal Failure costs (c) External Failure costs (d) none of the above 16. may be defined in many ways. Most people have a conceptual understanding as it relates one or more desirable characteristics that a product or service should possess. 17. Explain the importance of tollgates in the DMAIC process. 18. Every product possess a number of elements that jointly describe what the user or consumer thinks of as quality. Sometimes these are called 19. Complex products, such as many appliances, automobiles, or airplanes, will usually require some repair over their service life. This is best describes as: (a) Durability (b) Serviceability (c) Reliability (d) Perceived Quality 20. What is the reputation of the company or its product? (a) Durability (b) Serviceability (e) Reliability (d) Perceived Quality 21. (How easy is it to repair the product?) There are many industries in which the customer's view of quality is directly influenced by how quickly and economically a repair or routine maintenance activity can be accomplished. (a) Durability (b) Serviceability (c) Reliability (d) Performance