1. Which of the following is a measure developed by successful firms to focus on customer requirements and to assess performance based on service, quality, and cost?

a. customer success factors.

b. critical success factors.

c. critical performance factors.

d. critical performance factors.

2. The international standards that promote the importance of accounting for environmental costs (such as hazardous waste disposal, waste treatment, and periodic environmental inspections), and communicating these costs to management and people outside the organization are

a. ISO 4000.

b. ISO 9000.

c. ISO 14000.

d. ISO 24000.