1)

Time and cost related to handling customer complaints and providing warranty service belong to the category of ______.

Multiple Choice

A) internal failure costs.

B) appraisal costs.

C) external failure costs.

D) replacement costs.

E) prevention costs.

2)

The successful transition to a Total Quality Management (TQM) environment requires an organization to focus on both _____ and _____ components.

Multiple Choice

A) logistical; managerial

B) probabilistic; deterministic

C) managerial; technical

D) local; global

E) statistical; probabilistic