Eleanor has been analyzing the manufacturing process for a local company and is starting to see some changes because of her suggestions. She proposed automating a pair of machines that are often the point at which some sort of defect is introduced to the process. Not only did this decrease the number of defective products, but also productivity increased by 17%.

1, This scenario is an example of [continuous improvement, teamwork, customer focus] a principle of total quality management that is most likely being implemented to [reduce variation, foster teamwork, exceed customers expectations].

2, Once a company has implemented strategies for improving product service and quality, it may initiate the process for becoming certified by the International Organization for Standardization. If the company were to seek this certification, which of the following would the company most likely need to show?

How its level of quality far exceeds the level of quality at other distribution companies

How it is following Eleanors suggested procedures for improving production

How its employees have become more diverse since implementing Eleanors suggestions