1. Measurind productivity in servuce industries is more difficult than
in manufacturing industries because?
A. services are not production system.
B. a productivity measure does not exist for services
c. acctivity based accounting applies only to manufacturuing
D. outputs are less tangiable.

2.customer driven quality considerations have the greatest imapct on
the setting of quality goals and standard at which level of quality
organization?

A. process level
B. Baseline level
c. Organization level
d. performance level

3.A sample size of five is randomly selected from a population of size
20. determine the standard error of the mean if the population
standard deviation equals 18.
A. 4.000
b. 6.355
c. 8.050
d. 7.152
4. the waiting time to renew your licenses at the DMV is distributed
with a mean of 45 minutes and standard deviation of 8 minutes. what is
the probability that randomly selected individual will have to wait
more 25 minutes?
a. 0.0447
b. 0.7603
c. 0.4953
d. 0.9946
5. The upper and one sided process capability indexes for a process
are 0.90 and 2.80 respectively. the Cpk for this process is
  a. .90

  b. 1.85
c,  1.90
  d. 2.80
6.consider a process that is centered at nominal. Let the value of the
nominal be equal to'a" If the manufacturing specifiactions are : a
plus or minus a/8, which of the following Cpk values has the largest
standard deviation.?
a. 1.0 
b. 1.5
c. 2.0
d. 2.5
7. a bank observes that the most customer complaints come from only
small subset of its total customer base. This is an example of:
a. clustering
b. the Pareto principle
c. skewing
d. the central limit theorem
8. An elevtrical component has the Weibull failure distribution with
alpha = 0.01 and beta =0.5. determine the fraction of components that
are not expected to suvive 600 hours?
a. 0.7827
b. 0.6397
c.0.3603
d.0.2173