Managing quality helps build successful strategies of the following EXCEPT:

• project management

• differentiation

• low cost

• response

Developed by Walter Shewhart, one of the pioneers of total quality management, is a circular model known as ________ as his version of continuous improvement.

• Six Sigma

• Employee Empowerment

• Plan-Do-Check-Act

• Benchmarking

It involves selecting a demonstrated standard of products, services, costs, or practices that represent the very best performance for processes or activities very similar to your own.

• Six Sigma

• PDCA

• Employee Empowerment

• Benchmarking

The philosophy behind this is one of continuing improvement and enforced problem solving. This system is designed to produce or deliver goods just as they are needed.

• Just-In-Time

• Benchmarking

• Sig Sigma

• Continuous Improvement

This refers to the speed with which the product can be repaired.

• Performance

• Reliability

• Serviceability

• Consistency

This refers to the ability of the product to provide the same level of quality all throughout its usage.

• Consistency

• Reliability

• Durability

• Performance

This is the knowledge exhibited by personnel who come into contact with them.

• Time

• Courtesy

• Tangibles

• Assurance

This is the physical appearance of facilities, equipment, personnel, and communication materials.

• Consistency

• Tangibles

• Expectations

• Courtesy

A program designed to reduce defects to help lower costs, save time, and improve customer satisfaction.

• PDCA

• Sig Sixma

• Becnhmarking

• Just-In-Time

The following are tools of TQM EXCEPT:

• Pareto Charts

• Check Lists

• Scatter Diagrams

• Cause-and-Effect Diagram