A company that wants to achieve a goal of zero defects must have which of the following processes in place?

• A.Internal auditors
• B.100% final inspection
• C.Data-bused management
• D.Customer satisfaction surveys

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Which of the following quality tools is most likely to identify a specific quality system effectiveness problem to be addressed?

• A.Process map
• B.Quality management system audit
• C.Balanced scorecard
• D.Employee performance appraisal

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Knowledge and application of which of the following management theories and styles would be most useful to a manager dealing with an employee who is performing poorly?
I. Maslow's hierarchy of needs
II. Herzberg's two-factor theory
III. McGregor 's theory X and theory Y
IV.
Kolb's experiential learning model
V.Behavior management-A-B-C analysis
VI. Hersey-Blanchard's situational leadership model
VII.
Senge's systems thinking

• A.II, IV, VII
• B.IV, VII
• C.I, II, V, VI
• D.I, III

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Categorizing the cost of quality into failure costs, appraisal costs, and prevention costs is essential to be
able to:

• A.Virtually eliminate appraisal costs by adding to prevention efforts.
• B.Reduce the total cost of quality to as near zero as possible.
• C.Allocate efforts to effectively balance reduction of failures with detection of failures, as well as
  preventing failures.
• D.Substantially increase appraisal costs to detect failures before shipment.

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Which of the following is an example of common cause variation?

• A.Equipment failure
• B.Inadequate training
• C.Human error
• D.Inherent measurement error

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