NEW QUESTION 140
Process control feedback loops are used to measure the

NEW QUESTION 141
Training appears to be needed in all but one of the following situations. Which one?

NEW QUESTION 142
A key benefit of advanced customer-supplier partnering is

NEW QUESTION 143
One of the most important customer service principles to apply is:

NEW QUESTION 144
Which of the following standards is a guidance for environment management?

NEW QUESTION 145
A customer submitted a comment card for a hotel chain detailing frustration with the condition of the fitness equipment. Within .1 week, this customer received a letter from the hotel manager apologizing for the inconvenience and a hotel voucher for one night’s free stay. Upon returning for the free night’s stay, the customer found the fitness equipment was in the same condition as the first stay, based on this information, the hotel’s feedback program could best be described as having which of the following characteristics?

NEW QUESTION 146
At a distributor of plumbing supplies, which one of the following actions will have the most positive influence on employees to improve products, processes, and services?

NEW QUESTION 147
All but one of the following is a job aid type instructional tool. Which one is not?

NEW QUESTION 148
The best way to reduce variation in products from a supplier is to

NEW QUESTION 149
Which of the following lists is most representative of “external customers” of the town’s public high school?

NEW QUESTION 150
In order to promote effective quality improvements throughout an organization. management should do which of the following?

NEW QUESTION 151
McGregor’s theory of X-style management is the perception that people need to

NEW QUESTION 152
If an employee compensation plan is linked to pre-established company, team, and functional area goals, the plan is described as

NEW QUESTION 153
In selecting among different projects, the time value of money is considered for which of the following reasons?
I. To perform a cost-benefit analysis
II. To prioritize investments
III. To predict cash flow
IV. To reduce operating costs

NEW QUESTION 154
In order for metrics to be useful in measuring quality projects and initiatives, the metrics must be

NEW QUESTION 155
Which of the following is not a technique or practice involved in supplier logistics management?

NEW QUESTION 156
First Community Bank Holding Company executive management has initiated an environmental scan lo determine the strategy to respond to new regulatory’ standards. Management has observed that the bank has a good reputation in the marketplace, a talented workforce. 600 different options for investment strategies, and a solid management team, which is compensated substantially above industry levels. The bank is considering offering on-line securities trading as a new service to its customers. Which of the following should management consider as an external threat to First Community Bank Holding?

NEW QUESTION 157
Which of the following is not an advantage of a formal project report?

NEW QUESTION 158
The development of a customer satisfaction survey should be based on

NEW QUESTION 159
A common approach to understanding and improving a process is to:

NEW QUESTION 160
When a project team is monitoring the schedule variance of a project, which of the following is the most important question to ask first?

NEW QUESTION 161
Uses of a matrix-type chart include:
I. Deploying the voice of the customer throughout the organization.
II. As a spreadsheet to allocate resources by type over time.
III. Analyzing a portfolio of projects against a set of criteria to determine relative priority of each project for implementation.
IV.
Displaying the estimated time span of tasks within a project over the duration of the project.

NEW QUESTION 162
Which of the following are considered key processes in managing quality?

NEW QUESTION 163
Which of the following is an external failure cost?

NEW QUESTION 164
All except one of the following could be a process goal for a for-profit service organization. Which one?