All of the following costs are likely to decrease as a result of better quality EXCEPT: A. scrap costs. B. customer dissatisfaction costs. C. warranty and service costs. D. maintenance costs. For projects to become ISO 9000 certified, organizations must: A. document quality procedures. B. Communicate with top management C. conduct a series of assessment of their final deliverables. D. have an inspector. "Quality lies in the eyes of the beholder" is: A. an unrealistic definition of quality. B. a user-based definition of quality. C. a product-based definition of quality. D. a manufacturing-based definition of quality. TQM is important because each of the ten decisions made by project managers deals with some aspect of identifying and meeting customer expectations. Select one: True False Joseph M. Juran is credited with both of these quality catch-phrases: "quality is free" and "zero defects." Select one: True False "The employee cannot produce products that on average exceed the quality of what the process is capable of producing" expresses a basic philosophy in the writings of: A. W. Edwards Deming B. Armand Feigenbaum. C. Vilfredo Pareto. D. Joseph M. Juran. Which of the following statements is TRUE? A. Juran wrote the 14 points for implementing quality improvement. B. Juran coined the term zero defects. C. Feigenbaum's work in how people learn from each other's successes led to the field of cross-functional teamwork. D. Crosby defined quality as fitness for use. Three broad categories of definitions of quality are: A. internal, external, and prevention. B. product quality, service quality, and organizational quality. C. low-cost, response, and differentiation. D. user based, manufacturing based, and product based. Benchmarking requires the comparison of your project to other organizations; it is not appropriate to benchmark by comparing one of your divisions to another of your divisions. Select one: True False The phrase Six Sigma has two meanings. One is statistical, referring to an extremely high process, product, or service capability; the other is a comprehensive system for achieving and sustaining business and project success. Select one: True False