TRUE/FALSE 

1.The Japanese use the term "poka-yoke" to refer to continuous improvement. 

2.Quality circles empower employees to improve productivity by finding solutions to work-related problems in their work area. 

3.Benchmarking requires the comparison of your firm to other organizations; it is not appropriate to benchmark by comparing one of your divisions to another of your divisions. 

4.Line employees need the knowledge of TQM tools. 

5.One of the ways that Just-In-Time (or JIT) influences quality is that by reducing inventory, bad quality is exposed. 

6.The quality loss function indicates that costs related to poor quality are low as long as the product is within acceptable specification limits. 

7.Pareto charts are a graphical way of identifying the few critical items from the many less important ones. 

8.A cause-and-effect diagram helps identify the source of a problem. 

9.Source inspection is inferior to inspection before costly operations. 

10.Of the several determinants of service quality, access is the one that relates to keeping customers informed in language they can understand. 

11.High-quality products and services are the most profitable.