A flowchart is used to.

Select one or more:

a.

Identify and investigate possible causes.

b.

Analyse and optimise a process.

c.

Analyse potential causes of faults and problems.

d.

Study a process

e.

Experiment with a process.

f.

Alert an operator to special causes.

g.

Collect data from targeted customer groups.

h.

Separate significant data from the trivial.

What tools and techniques can managers use to facilitate development of total quality employee empowerment and involvement?

Select one:

a.

Nominal group technique.

b.

All of the listed approaches.

c.

Quality circles.

d.

Brainstorming.

A control chart is used to.

Select one or more:

a.

Alert operator to special cause problems.

b.

Experiment with a process.

c.

Monitor a process and its results over time.

d.

Collect data from targeted customer groups.

e.

Improve work efficiency.

f.

Analyse process capability.

g.

Alert an operator to a change in the process.

h.

Find patterns in data.

Organisations must innovate in order to retain customers over the long term in today's hyper-competitive global environment. Which of the following statements are true?

Select one or more:

a.

Innovation initiatives and quality initiatives use different tools and techniques.

b.

Innovation initiatives and quality initiatives are both aimed at providing superior value.

c.

If the key to customer loyalty is consistently providing superior value (in terms of attributes such as quality and cost) the key to providing that value is innovation.