It is not necessary to correct performance when it

It is not necessary to correct performance when it
causes a safety problem
is illegal or injurious to the organization
decreases customer satisfaction
causes conflict among line workers
C 12
Which of the following departments provides services primarily to external customers?
Human resources
Purchasing
Marketing
Manufacturing
B 13
To determine who the customers are for a specific process, it would be most useful to create a
Pareto chart
flow diagram
cause and effect diagram
scatter diagram
D 14
Which of the following information would be most useful in performing SWOT analysis?
D 15
Using Deming’s chain reaction theory, rank order the following events that will result from improvingquality,
from first to last.
1. The company will stay in business
2. The company will capture the market
3. The company will be able to provide more jobs
4. Productivity will improve
5. Costs will decrease
1, 2, 3, 4, 5
1, 5, 4, 2, 3
5, 3, 4, 2, 1
5, 4, 2, 1, 3

A 16
A production line uses signs at specific points on the line to indicate when components or raw materials need
to be replenished. This practice is an example of
A 19
Which of the following is the most important step in the selection of a single-source supplier for production
components?