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$1.()$ A product might be perfect in terms of conformity quality even if its design quality is not appropriate.

$2.()$ The standards for ISO $9002$ certification are related to environmental protection systems.

$3.()$ ISO stands for International Standardization Operations.

$4.()$ An improvement in quality must necessarily increase costs.

$5.()$ Total quality management attempts to involve everyone in an organization in the effort to achieve quality.

$6.()$ For most, if not all organizations, quality should be a tactical rather than a strategic issue.

$7.()$ Conforming to standards is the focus of the product$-$based definition of quality.

$8.()$ Internal failure costs are associated with scrap, rework, and downtime.

$9.()$ Philip Crosby is credited with both of these quality catch$-$phrases: "quality is free" and "zero defects."

$10.()$ The delivery of quality products and services to customers is important, for reasons that include enhance company reputation and profitability.

$11.()$ The benchmark organization must be chosen from the same industry in order for its methods to be applicable.

$12.()$ Quality is mostly the business of the quality control staff, not ordinary employees.

$13.()$ Continuous improvement is based on the philosophy that any aspect of an organization can be improved.

$14.()$ Quality circles empower employees to improve productivity and quality by finding solutions to work$-$related problems in their work area.

$15.()$ Benchmarking requires the comparison of your firm to other organizations; it is not appropriate to benchmark by comparing one of your divisions to another of your divisions.

$16.()$ Of the several determinants of service quality, access is the one that relates to keeping customers informed in language they can understand.

$17.()$ The quality of services is more difficult to measure than the quality of goods because both the intangible differences between service products and consumers' intangible expectations are poorly defined.

$18.()$ Continuous improvement is a philosophy that seeks to make improvements whenever a process is creating problems.

$19.()$ Suppliers are not included in quality assurance and quality improvement efforts in IQM.

$20.()$ The purpose of benchmarking is to establish a standard against which the organization's performance can be judged, and to identify a model for possible improvement.