1. Scantron Inc. claims that its competitors have to recall 10% of their products to fix defects when Scantron, Inc. only has to recall 5%. Scantron Inc. is emphasizing which dimension of quality? (select one and explain your answer)

a. Safety/Security

b. Reliability

c. Performance

d. Conformance

e. Features

2. Crosby states that “Quality is Free.” What types of costs are free? (choose one and explain your answer)

a. Prevention costs and all appraisal costs

b. Prevention costs and some level of appraisal costs

c. Internal and external failure costs

d. None of these costs are considered “free” by Crosby.

e. All of these costs can be “free.”