Question 1.1. (TCO E) Suggested reasons why many customer satisfaction efforts fail include all of the following EXCEPT: (Points : 5) using poor satisfaction measurement schemes @ failing to weight quality dimensions equally confusing loyalty with satisfaction failing to identify appropriate quality dimensions

Question 2.2. (TCO D) Factors that should be considered when selecting Six Sigma projects include the following EXCEPT: (Points : 5) financial return. impacts on customers and organizational effectiveness. @ fit to existing government legislation(s) on quality. probability of success.

Question 3.3. (TCO C) Lean production refers to approaches that originated at: (Points : 5) @ Ford. Xerox. Motorola. Toyota.

Question 4.4. (TCO C) Which one of the following is NOT one of the three levels of mistake-proofing? (Points : 5) Designing potential errors out of the process. Identifying potential defects and stopping a process before the defect is produced. @ Training the workforce in implementing and monitoring the modified process. Finding defects that enter or leave a process.

Question 5.5. (TCO B) _____ measures are generally tracked by senior leadership to gauge overall organizational performance. (Points : 5) @ Financial Customer Product Service

Question 6.6. (TCO I) The cost associated with unplanned machine downtime, when operators halt the production line after identifying an unacceptably high rate of defective output, should be classified as: (Points : 5) a prevention cost. an internal quality cost. @ an internal failure cost. a reactive failure cost.

Question 7.7. (TCO A) Which of the following is NOT a characteristic of a