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https://www.coursehero.com/file/114701917/Chapter-16-Teams-Group-Questionsdocx/ 1. Six Sigma cannot be applied to service processes.
a. True
b. False
2. A kaizen event is an approach for mistake-proofing processes, using automatic devices or
methods to avoid simple human error.
a. True
b. False
3. The Deming cycle is composed of four stages: prepare, deliver, simplify, and achieve (PDSA).
a. True
b. False
4. The International Organization for Standardization (ISO) is a specialized agency for
standardization. The term, ISO, is a scientific term that means equal.
a. True
b. False
5. Which of the following is a core philosophy of Six Sigma?
a. Increasing non-value-added activities
b. Increasing variation in cash flow
c. Avoiding errors per million opportunities as a standard metric
d. Achieving cycle time reduction
6. Josephine’s T-Shirts faced a lot of complaints from customers when its recent batch of long-
sleeved shirts was dispatched. The employees at Josephine’s T-Shirts, hence, had to rework
on the returned items, and in some cases, the company had to even replace the faulty goods.
In this case, the costs incurred by Josephine’s T-Shirts are an example of _____ costs.
a. internal failure
b. prevention
c. appraisal
d. external failure
7. The _____ concept characterizes quality performance by defects per million opportunities.
a. Deming cycle
b. ISO 9000
c. Gap model
d. Six Sigma
8. The board of directors at Blaine Glassworks want their company's products to be of higher
quality than the products of other companies in the market, and think that they are hitting
this target. However, a recent survey found that customers rate the company's products as

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