Which of the following correctly describes the sequence of events, from beginning to end, for reducing
special causes of variation?
I. Search for the cause.
II. Develop a long-term remedy.
III. Gather data to identify special causes.
IV. Put an immediate remedy in place to contain any damage.

• A.III, IV, I, II
• B.II, I, III, IV
• C.IV, III, II, I
• D.I, III, IV, II

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Although an organization may have clearly communicated plans and have good cross functional relationships but because of vertical communication alignment of goals and activities is often slower. A possible solution to this issue is:

• A.To ensure the strategic and operational plans clearly indicate the priorities and strategies for the organization
• B.To have employees go outside the organizational walls
• C.To communicate, communicate, and communicate!
• D.To ensure that authority levels are clearly spelled out for typical situations

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Which of the following approaches should be used to ensure that a training program will help solve a particular problem?

• A.Conduct a needs analysis
• B.Use certified trainers
• C.Standardize the training materials
• D.Avoid lectures as a teaching method

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Knowledge management involves all but which of the following?

• A.Building and reinforcing an organization culture that supports and promotes reusing knowledge rather than reinventing knowledge.
• B.Determining what knowledge to record and store, and by whom and how it will be accessed and used.
• C.Recording and storing all the tacit knowledge of all the employees.
• D.Documenting "lessons learned" from product development projects.

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Which of the following is classified as an appraisal cost?

• A.Warranty refunds
• B.Product audits
• C.Cost of sales
• D.Scrap

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