1- Which of the following practices does not build trust and confidence with customers?

a. risk-free trials

b. no-fault return policies

c. unconditional guarantees

d. returns that require supervisory approval

2- Leading customer-oriented practices of successful companies include:

a- understanding the linkages between customer needs and design processes

b- making commitments to customers that build trust and confidence

c- comparing customer satisfaction results relative to competitors

d- a,b and c

3- The Malcolm Baldrige National Quality Award was established by:

a- the Big Three automobile manufacturers

b- the Union of Japanese Scientists and Engineers (JUSE)

c- the American Society for Quality Control (ASQC)

d- an act of Congress

4- Which of the following best describes the ISO 9000 standards?

a- They are product quality standards

b- They are quality system standards

c- They are environmental quality standards

d- All of the above