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Question: Evaluate the statement in the case made by Toru Sakuragi that 鈥�. . . Toyota has been caught between a need to cut costs to overcome the strong yen and the need to improve quality to prevent recalls,鈥� and that 鈥渢hey are now pursuing both strategies, but they are essentially at odds with one another.鈥� Is this a realistic strategy? Do you have suggestions for how the strategy might be improved?

Question: Match the quality 鈥済uru鈥� with the specific aspects of their teachings. Use C for Crosby, D for Deming and J for Juran.

____ Defined quality as 鈥渇itness for use.鈥�

____ Defined quality as 鈥渃onformance to requirements.鈥�

____ Set the performance standard as 鈥渮ero defects.鈥�

____ Defined 14 points for management to follow.

____ Emphasized a general management approach to quality, especially the human elements.

____ Rejected the concept of statistically acceptable levels of quality.

____ Stated that less than 20 percent of quality problems are due to workers.

____ Recommended continuous improvement to reduce variations.

Relates to how well a product or service meets design specifications.

Question: Suggest improvements that you feel could be made to Toyota鈥檚 quality program. Also, what might Toyota do to improve its image to the consumer relative to quality?

Question: What is the term that means making the person who does the work responsible for ensuring that specifications are met?

Relates to how the customer views the ability of the product to meet his/her objectives.

Question: What are the four general categories of quality costs?

鈥淏efore you build quality in, you must think it in.鈥� How do the implications of this statement differ from those in question 3?

The series of international quality standards.

Question: The series of international quality standards.