Part A

1. A histogram ordered by frequency of occurrence that shows how many results were generated by each identified cause is __________________. (1 mark)

1. Statistical Histogram
2. Juran Histogram
3. Fishbone Diagram
4. Pareto Chart

2. A tool that analyzes the input to a process to identify the causes of errors is called________________. (1 mark)

1. Cause and effect diagram
2. Scatter diagram
3. Bar chart
4. Pareto diagram

3. The ISO 9000 series is ___________________. (1 mark)

1. a set of instructions for preparing control charts
2. a set of guidelines for quality
3. a set of forms and procedures to ensure quality
4. an international standard that describes a recommended quality system

4. The ISO 9000 Quality Management System should include the following items EXCEPT (1 mark)

4. 1. A quality policy
   2. Quality objectives
   3. Quality procedures
   4. Quality supervisor
5. Which of the following is NOT a component of Customer Loyalty Model? (1 mark)

1. Business performance
2. Economic condition
3. Loyalty behaviors
4. Financial outcomes

6. Which of the following is NOT the step used to identify external customer needs? (1 mark)

1. Analyze the results
2. Gather the information
3. Prepare marketing budget
4. Speculate about results