Question $11$ pts

Broadly defined, quality refers to the ability of a product or service to occasionally meet or exceed customer expectations.

Group of answer choices

True

False

Flag question: Question $2$

Question $21$ pts

Because courtesy is subjective, it cannot be considered a factor in service quality.

Group of answer choices

True

False

Flag question: Question $3$

Question $31$ pts

Quality of conformance refers to the degree to which goods and services conform to the intent of the designers as documented in the specifications.

Group of answer choices

True

False

Flag question: Question $4$

Question $41$ pts

Among the guiding principles of six sigma are:

$($I$)$ Reduction of variation is an important goal.

$($II$)$ Valid measurement is critical.

$($III$)$ Outputs determine inputs.

$($IV$)$ We should focus on those critical few influences on our quality.

Group of answer choices

I, II$,$ and IV only

I and III only

III only

II and IV only

I, II$,$ III, and IV

Flag question: Question $5$

Question $51$ pts

Which is not a cost of quality?

Group of answer choices

extended service contracts

external failure

appraisal costs

internal failure

prevention cost

Flag question: Question $6$

Question $61$ pts

Lost production time, scrap, and rework are examples of:

Group of answer choices

internal failure costs.

replacement costs.

external failure costs

appraisal costs.

prevention costs.

Flag question: Question $7$

Question $71$ pts

Loss of business, liability, productivity, and costs are consequences of:

Group of answer choices

labor unions.

globalization.

robotics.

micro$-$factories

poor quality.

Flag question: Question $8$

Question $81$ pts

Fixing a problem will often cost money; to minimize these costs it is best to find and fix the problem:

Group of answer choices

immediately after we complete the last operation.

just before shipping our product to the customer.

during the design phase.

just before we begin the first production operation.

Regardless of when you fix the problem, costs are about the same.

Flag question: Question $9$

Question $91$ pts

A quality circle is:

Group of answer choices

an inspection stamp found on meat.

total quality control.

a voluntary group of employees.

responsible for quality.

a team of customers and their contacts within the company.

Flag question: Question $10$

Question $101$ pts

The quality control improvement tool which distinguishes between the "important few" and the "trivial many" is:

Group of answer choices

check sheets.

fail$-$safe methods.

Pareto analysis.

cause$-$and$-$effect diagrams.

brainstorming.