In this chapter, quality is defined as:

a) the degree of excellence at an acceptable price and the

control of variability at an acceptable cost.

b) how well a product fits patterns of consumer preferences.

c) the totality of features and characteristics of a product or

service that bears on its ability to satisfy stated or implied

needs.

d) being impossible to define, but you know what it is.

Zara see's several quality problems with the production in

China. The dominant problem is lack of performance, conformance

and durability. Which TQM tool would you suggest?

a) Scatter diagrams b) Histograms

c) Cause-and-Effect diagram d) Statistical Process Control