1. Define the following concepts: Continual Improvement, Predictability of Processes, Elimination of Waste, Sampling, and Auditing.

2. What is management's role in the implementation of SPC?

3. Review the section "Statistical Process Control Defined." Explain how environment and the Five M's can affect processes used in the following: a) a hardware store, b) a hospital, c) an accounting firm, d) a newspaper, e) a factory, f) a new-car dealership.

4. Name and describe three problem-solving tools.

5. What is the role of information in decision making?

6. Describe the function of an affinity diagram as used in QFD.

7. Describe the fundamental purpose of the Design Targets.

8. Explain the rationale for QFD.

9. What are the reasons for characterizing and documenting an organization's processes before benchmarking?

10. Explain why creative thinking is important in strategic planning and how to encourage it.