QUESTION 13 An initial step in dealing with a specific customer return or complaint is to : 1. Set up an onsite meeting (at your location) to discuss possible problems. 2. Ship a replacement lot to the customer. 3. Quickly do an initial investigation of the offending process and communicate to the customer. 4. Send a copy of your quality system documents to your customer. QUESTION 14 Is it better to have a control chart or a histogram in order to study ongoing variation ? 1. Neither will exhibit useful process variation information. 2. Control chart. 3. Histogram. 4. Either will give you the same information about the process. QUESTION 15 In a successful Kaizen event, you will : 1. Only define the problem. 2. Make small rapid improvements. 3. Make improvements based only on company strategy. 4. Not take the time to verify improvements. QUESTION 10 What level of DPMO is considered better for represeting improved quality ? 1. It depends on the specification. 2. Higher than 3.4. 3. Lower than 3.4. 4.DPMO is not a measure of a quality characterictic. QUESTION 11 If the specification is wider than the process control limits then : 1. You must improve the process in order to satisfy the customer, 2. You have acceptable quality relative to the customer requirement. 3. You have unacceptable quality relative to the customer requirement. 4. You should ask the customer for a change in the specification. QUESTION 12 All of the options below represent COQ items but which one ? 1. Audits of the process. 2. 100% inspection. 3. Price increases. 4. Training