Question 6 (4 points) This question is from the article entitled "How to Compete by Applying Six Sigma Solutions." How did the author define defect in the mortgage banker example? Number of applications processed per day. Number of applications that were not approved. Number of mistakes made in an application form. Number of applications taking more than a certain number of days to process. Question 7 ( 4 points) Which one of the following statements best describes Deming chain resetion lor part of it? To every action, these is an equal and opposite reaction. As quality improves, costs will decrease, and productivity will increase. As productivity decreases, quality will improve. Break down barriers between departments and it will create a chain reaction. A dissatisfied customer shares his/her experience to others and thereby creates a chain reaction. Question 8 (4 points) Who is credited with the development of the control charts? Philip Crosby Joseph Juran Walter Shewhart Frederick Taylor Question 9 (4 points) The manager of a supermarket would like to know which one of the several types of customer complaints (quality related problems) to address first by identify the mant frequently occurring problems. A tool that will be most heloful is a Pareto chart Cause-and-effect dagram Scatter diagram Run chart Question 10 (4 points) Key Success Factor (OSS) Matrix is typically used when an erganization is conducting benchmarking. identifying random variation. improving proceus capabitity. pursuling vix-sigme qualify. constructine Stpoc dagrams