Which of the following measures would most likely appear in the Financial perspective of a companys balanced scorecard?

a. Average training hours per employee b. Delivery cycle time c. Customer defection rate d. Return on assets

Which of the following measures would managers hope to see increasing over time?

a. Cost of quality b. Defect-free units as a percentage of completed units c. Number of warranty claims d. Throughput (Manufacturing cycle) time

The costs of spoilage and scrap would be classified as what type of quality cost?

a. External failure costs b. Internal failure costs c. Appraisal costs d. Prevention costs

The costs of testing and inspecting incoming raw materials would be classified as what type of quality cost?

a. External failure costs b. Internal failure costs c. Appraisal costs d. Prevention costs