Listed below are terms relating to quality management.

Appraisal costs	Quality circles
Quality cost report	Prevention costs
Quality	External failure costs
Internal failure costs	Quality of conformance

Choose the term or terms that most appropriately complete the following statements. The terms can be used more than once. (Note that a blank can hold more than one word.)

1. When a product or service does not conform to customer expectations in terms of features or performance, it is viewed as being poor in __________

2. A product or service will have a low __________ if it does not function the way its designers intended, or if it has many defects as a result of sloppy manufacture.

3. A company incurs __________ and __________ in an effort to keep poor quality of conformance from occurring.

4 A company incurs __________ and __________ because poor quality of conformance has occurred.

5. Of the four groups of costs associated with quality of conformance, __________ are generally the most damaging to a company.

6. Inspection, testing, and other costs incurred to keep defective products from being shipped to customers are known as __________

7. __________ are incurred in an effort to eliminate poor product design, defective manufacturing practices, and the providing of substandard service.

8. The costs relating to defects. rejected products, and downtime caused by quality problems are known as __________

9. When a product that is defective in some way is delivered to a customer, then __________ are incurred.

10. Over time, a company's total quality costs should decrease if it redistributes its quality costs by placing its greatest emphasis on __________ and __________

11. In many companies. small groups of employees, known as __________ meet on a regular basis to discuss ways to improve the quality of output.

12. The way to ensure that management is aware of the costs associated with quality is to summarize such costs on a __________