To help develop a quality strategy, a formal assessment of quality provides a guide for improvement by telling us the (1) the size of quality issue and (2) _____________

Select one:

a.

the areas requiring observation

b.

the size of the company

c.

the areas demanding attention

d.

the size of the project

Assessment of quality comprises four elements: (1) Cost of poor quality (2) Standing in the marketplace (3) Quality culture in the organization, and (4) ____________

Select one:

a.

Operation of the company quality system

b.

Operations of the core systems

c.

Assessing the companywide redundancies

d.

Assessing the non value-added systems

Companies estimate the cost of poor quality for several reasons; they incluide_______________

Select one:

a.

Diagnosing the impact of the quality problem in the language of money improves communication between middle managers and upper managers

b.

Observing the extent of the quality problem in the language of money improves communication between middle managers and upper managers

c.

Quantifying the size of the quality problem in the language of money improves communication between middle managers and upper managers

d.

Qualifying the size of the quality problem in the language of money improves communication between middle managers and upper managers

___________ failure costs are the cost of deficiencies discovered before delivery that are associated with the failure of the next explicit requirements or implicit needs of customers

Select one:

a.

Explicit

b.

Internal

c.

External

d.

Implicit

__________ failure costs are associated with deficiencies that are found after the customer receives the product.

Select one:

a.

External

b.

Internal

c.

Delivery

d.

Implicit

__________costs are incurred to determine the degree of performance to quality requirements.

Select one:

a.

Appraisal

b.

Allocative

c.

Effectiveness

d.

Efficiency

___________ costs are costs of poor quality that may be understated because of costs that are difficult to estimate.

Select one:

a.

Hidden quality

b.

Hidden value

c.

Preventive

d.

Ambiguous