Define (a) quality, (b) process, and (c) productivity. Why are they hard to define?
In quality improvement, list three roles played by (a) statisticians and (b) managers.

In chronological order, list important phases in the evolution of the quality movement in North America. What is the main change in emphasis over the last 100 years?
List three influential thinkers, including W. Edwards Deming, who made contributions to the quality movement and state their contributions.
Briefly explain each acronym: TQM, BPR, SQC, SPC, CQI, DMAIC.

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