QUESTION 16

1. All business processes have :

   	1.	Low levels of quality.
   	2.	Inputs, processes and outputs.
   	3.	High levels of quality.
   	4.	An unknown number of process steps.

4 points

QUESTION 17

1. A primary difference between Deming and Juran was:

   	1.	Deming understood the value of statistics.
   	2.	Juran understood the value of statistics.
   	3.	Deming focused more on the person closest to the work.
   	4.	There was no difference.

4 points

QUESTION 18

1. In the Deming concept referred to as the theory of knowledge :

   	1.	Employees must follow directions provied by their managers.
   	2.	Data leads to theory leads to knowledge.
   	3.	All employees must have minimum level of knowledge.
   	4.	Managers are the only ones having true knowledge of the business.

4 points

QUESTION 19

1. In ISO 9000:

   	1.	Certification means that the company has excellent quality.
   	2.	The quality department has total responsibility for quality.
   	3.	You must show that you practice what you have documented.
   	4.	None of the above.

4 points

QUESTION 20

1. In the Baldridge award prize, all of these apply but which one :

   	1.	Process management.
   	2.	Leadership.
   	3.	Customer focus.
   	4.	Strategic planning.
   	5.	A defect free record from your customers.