In an effort to reduce quality costs, a quality manager has implemented a cross-functional process improvement team. Which of the following activities should the team perform first?

After learning that control charts were not being used in production, the manager of a newly created quality department provided SPC training to everyone in the plant. The manager received many favorable comments about the training in the weeks immediately after the training classes, and a number of departments began creating and using control charts. However, six months later, only the finishing area was using the charts.
If the manager were to survey the plant personnel at this point, which of the following measures of training effectiveness would be likely to receive a positive rating?

Which of the following programs requires recipients to reveal their quality strategies publicly?

McGregor's Theory X-Theory Y model is based on the concept of

A focus group consisting of external customers would be useful to:
I. Collect data that can be used to construct a customer survey.
II. Test the acceptability of a proposed new service.
III. Validate customer satisfaction across the entire customer base.
IV. Identify ways an existing service could be improved.