QUESTION 1 Internal failure costs are costs that:     Result from preventing defects before they happen     Incur when the firm assess the performance level of its processes     Result from defects that are discovered during the production of a service or product     Result from defects discovered after the customer receives the product or service QUESTION 2 A cost that arises when a defect is discovered after the customer receives a service or product is/are:     Appraisal costs     External failure costs     Internal failure costs     Prevention costs QUESTION 3 What are the 5 steps of the Six Sigma Improvement Model?     Define, Monitor, Analyze, Initiate, Control     Define, Measure, Analyze, Improve, Control     Deliver, Monitor, Analyze, Initiate, Communicate     Deliver, Measure, Analyze, Improve, Control QUESTION 4 Which quality cost category best describes the costs associated with replacing a car battery with a 2 year warranty that fails 13 months after purchase?     Prevention Costs     Appraisal Costs     Internal Failure Costs     External Failure Costs QUESTION 5 CRM and SRM are abbreviations for relationship management between a firm and its:     clients and services, respectively     customers and suppliers, respectively     creditors and salespeople, respectively     customers and services, respectively         QUESTION 6 Which of the following is not a dimension of quality (product)?     Performance     Reliability     Durability     Responsive     Features     Aesthetics QUESTION 7 With respect to Costs of Quality, this type of cost arises when the firm assesses the level of performance of its processes