1) Which of the following are characteristics of a low-contact service delivery system?

a) Lower costs and more standardization

b) Greater flexibility, need for people who are highly skilled in interpersonal relations, and a customer orientation

c) Need for people with a high level of technical skills oriented toward efficient processing, well-defined procedures, and smooth flow

e) All of the above

2) When examining probability distributions, all of the following are true except:

a) The Normal distribution frequently occurs

b) Virtually all statistical distributions in business are Normal with values shown in the Z table

c) The Binomial distribution also exits

3) Which of the following is NOT part of Deming's 14 points?

a) Create constancy of purpose

b) End the practice of awarding business on the basis of price tag alone

c) Exhort the workers to improve the quality system