1. Dr. W. Edwards Deming defined quality as "fitness for use" and sought to improve quality by working within the system familiar to managers.
a. True
b. False
2. According to what you read in your textbook, all of the following are components of the GAP model except:
a. The discrepancy between delighting or pleasing customers and total customer service and satisfaction.
b. The discrepancy between management's perceptions of what features constitute a target level of quality and the task of translating these perceptions into executable specifications.
c. The discrepancy between quality specifications documented in operating and training manuals and plans and their implementation.
d. The difference between the customer's ideas, expectations, and perceptions.
3. At a gas station, a diesel pump nozzle that will not fit into a non-diesel automobile is an example of ______ ?
a. Kaizen blitz
b. dpmo
c. Poka-yoke
d. External failure device
e. All of the above