The primary benefit of retaining customers is

• A.a decrease in supplier defects
• B.an increase in market expectations
• C.an increase in sales
• D.a decrease in order-processing time

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The role of the quality function in supporting strategic plans could include all but which of the following?

• A.Facilitate the deployment of the voice of the customer throughout the organization.
• B.Lead the implementation of an ISO 9001 QMS, as identified in the strategic plan.
• C.Advise other functions in the setting of quality objectives that are linked to the organization's strategic plan.
• D.Institute and enforce a quality policy across all organizational functions.

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When promoting quality improvement plans, the quality manager should take which of the following actions first?

• A.Perform a market growth analysis
• B.Perform a benchmarking study
• C.Perform a benchmarking study
• D.Obtain information about competitor processes

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A customer's supplier performance system requires suppliers to develop an improvement plan if they submit shipments containing multiple nonconformances. Which of the following elements should the customer require as part of those improvement plans?

• A.Root cause analysis
• B.Tightened incoming inspections
• C.Process audits at the supplier's facility
• D.Independent confirmation of the nonconformance

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A company's training needs analysis shows that the only people in the organization who have been (rained in quality function deployment (QFD) are the quality stall members. The quality manager should do which of the following to address this problem?

• A.Schedule mandatory QFD training for everyone in the company
• B.Schedule introductory QFD training for the next senior management meeting
• C.Ask the training manager to set up multiple QFD courses for open enrollment
• D.Hire an outside consultant to introduce QFD at a companywide meeting

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