If prevention and appraisal costs increase, _____ costs are expected to decrease.

a.value- and non-value-added

b.process improvement

c.both internal and external failure

d.total quality

Costs incurred because products or services fail to meet requirements after delivery to customers are called

a.external failure costs.

b.prevention costs.

c.appraisal costs.

d.internal failure costs.

Costs incurred to determine whether products and services are conforming to requirements are called

a.prevention costs.

b.external failure costs.

c.appraisal costs.

d.internal failure costs.

From the operational content view, a quality product or service is one that meets or exceeds

a.customer expectations.

b.customer satisfaction.

c.company targets.

d.company standards.