Ensurepass  QUESTION 111 The Baldrige Award performance excellence criteria address which types of performance?     I.Procedural compliance   II. Supplier related   III. Customer related   IV. Financial and marketplace   A. I and IV only B. III and IV only C. II, III, and IV only D. III only           Answer: C     QUESTION 112 Two employees separately submitted the same idea to a company's formal suggestion system Read more [...]
Ensurepass  QUESTION 101 As part of your preparation for a business trip to another country it would be wise to do all but one of the following.   Which one would that be?   A. Arrange for an interpreter to be available when you meet with your business contact,         unless you are fluent in the language and knowledgeable of the culture and business customs of the country. B. Plan an elaborate visual presentation that you will make shortly after arrival, Read more [...]
Ensurepass  QUESTION 91 Bottom-to-top communication techniques include all the following except:   A. Employee suggestion boxes. B. Quality circles. C. Performance reviews. D. Employee satisfaction surveys.   Answer: C     QUESTION 92 The first step in a successful customer satisfaction program is to:   A. Hire and train qualified staff and reward them based on performance. B. Get to know the customers' most pressing needs. C. Develop a strategic Read more [...]
Ensurepass  QUESTION 71 Which of the following factors would be most critical to consider early when contemplating a conversion of a "brick and mortar" retail business to an e-business?     I.What changes to the customer database are likely and what the ramifications of those changes are   II. What image our new faceless organization will provide to the buying public   III. Should IT be outsourced?   IV. What internal impacts will the change from a personal service orientation Read more [...]
Ensurepass  QUESTION 81 In computing ROTI, which of the following would not be considered a training cost?   A. Trainer 's travel and living expenses B. Employee turnover C. Computer purchased solely for the training D. Participants' time away from their jobs   Answer: B       QUESTION 82 "Leaders of the future can no longer afford insularity. It is simply not an option in increasingly boundary-less organizations driven by customer power... now they must Read more [...]
Ensurepass  QUESTION 41 A way to ensure a near 100 percent response rate for a survey is to conduct the survey with the group targeted for study at a time and place when everyone in the group is present and everyone is required to complete the survey. There may still be problems possible with this approach that could cause poor decisions to be made from false data, such as:     I.Some persons may refuse to take the survey or they may intentionally corrupt their answers if they resent Read more [...]
Ensurepass  QUESTION 61 Which of the following would be the best tool to use to understand the process linkage from supplier to customer:           A. PDSA B. DMAIC C. FMEA D. SIPOC   Answer: D     QUESTION 62 The best use of the cost of lost banking customers is to:   A. Compare this cost from one accounting period to another. B. Compare lost-customer costs with costs to obtain new customers, and if the cost of obtaining new Read more [...]
Ensurepass  QUESTION 51 As part of the continued evolution of their TQM philosophy, a company recently devised a sophisticated gain-sharing program that allows all employees to obtain financial rewards from improved organizational performance. Which of the following is true?   A. The company will see increased enthusiasm for their TQM efforts. B. Management should ensure that the TQM effort also taps intrinsic motivation. C. The gain-sharing program probably gives a greater proportion Read more [...]
Ensurepass  QUESTION 31 Which of the following are ways to promote quality and teamwork in organizations?     I.Reducing hierarchies   II. Creating steering committees   III. Recognizing internal customers   IV. Structuring the organization into teams   A. I and III only B. II and IV only C. I, II, and III only D. I, II, III, and IV           Answer: D     QUESTION 32 Process analysis is to a flowchart as brainstorming Read more [...]
Ensurepass  QUESTION 21 All but one of the following tool sets could be used to help an educational institution identify the cause of excessive student tardiness. Which one could not?           A. Brainstorming and an Ishikawa diagram B. Five whys and a problem-solving model C. FMEA and DMAIC D. Check sheet and affinity diagram   Answer: C     QUESTION 22 Which of the following is not a technique or practice involved in supplier logistics Read more [...]
Ensurepass  QUESTION 11 All except one of the following could be a benefit to a supplier in a partnership or alliance with a customer. Which one?   A. Enabled to plan long-term production volume based on customer 's forecast of demand B. Eliminate legal risks C. Winç“€in relationship D. Sharing of resources   Answer: B     QUESTION 12 All but one of the following relates to how adults learn. Which one?   A. Adults have learned to do what they are told Read more [...]