Question

Question 1 of 20

5.0/ 5.0 Points

The overall purpose of __________ partnering is to harness the full potential of the workforce and focus it on continual improvement of quality.

A. end user

B. customer

C. internal

D. supplier

Feedback: Page 72

Question 2 of 20

5.0/ 5.0 Points

In a total quality setting, quality is defined by:

A. employees.

B. customers.

C. management.

D. the organization.

Feedback: Page 96

Question 3 of 20

5.0/ 5.0 Points

Organizations with traditional cultures typically adopt __________ objectives.

A. performance-based

B. customer-focused

C. short-term

D. problem-solving

Feedback: Page 84

Question 4 of 20

0.0/ 5.0 Points

__________ is an emerging issue in supply-chain management.

A. Adoption of new paradigms

B. Security

C. Network activities

D. Mature partnering

Feedback: Page 74

Question 5 of 20

5.0/ 5.0 Points

In an organization with a quality culture, the core of the operating philosophy is:

A. complaint-resolution.

B. zero defects.

C. customer satisfaction.

D. value-creation.

Feedback: Page 84

Question 6 of 20

5.0/ 5.0 Points

The theory of value perception is that a(n) __________ customer is a customer forever.

A. repeat

B. satisfied

C. loyal

D. involved

Feedback: Page 106

Question 7 of 20

5.0/ 5.0 Points

The rules for establishing global partnerships are the same as those for establishing domestic partnerships when:

A. partnerships are based on sound business principles rather than politics.

B. governments agree to guarantee profits.

C. governments are influenced.

D. sound business principles are not allowed to inhibit partnerships.

Question 8 of 20

5.0/ 5.0 Points

Advocates of change:

A. are often unaware of how a proposed change will be perceived by potential resisters.

B. fear a loss of control.

C. sometimes fear the unknown.

D. are patient with the concerns of resisters.

Question 9 of 20

0.0/ 5.0 Points

Which of the following is NOT a concern of potential resisters to change?

A. Effectiveness

B. Uncertainty

C. More work

D. Loss of control

Feedback: Page 88

Question 10 of 20

5.0/ 5.0 Points

Educational institutions provide which of the following services to help organizations continually improve their people and their processes?

A. On-site customized training

B. Technical assistance

C. Consulting services

D. All of the above

Question 11 of 20

5.0/ 5.0 Points

The mission statement is written in general terms. It is translated into more specific terms by:

A. quality assessments.

B. the action plan.

C. the business plan.

D. objectives.

Feedback: Page 71

Question 12 of 20

5.0/ 5.0 Points

Which of the following is NOT a key concept in the definition of internal partnering?

A. Mechanisms

B. Environment

C. Quality circles

D. Human resources

Feedback: Page 72

Question 13 of 20

5.0/ 5.0 Points

Which of the following statements are true concerning communication with customers?

A. Must extend only to internal customers

B. Is never misunderstood

C. Is essential in a competitive marketplace

D. Is not necessary in a small town

Question 14 of 20

5.0/ 5.0 Points

Partnering can lead to continual improvements in such key areas as relationships between customers and suppliers, customer satisfaction, and:

A. increased competitiveness.

B. increased resources.

C. processes and products.

D. quality coive leaders

D. disinterested low-level employees

Question 15 of 20

5.0/ 5.0 Points

How do most North American companies compute expatriate managers’ pay?

A. the equal pay method

B. the exchange method

C. the balance sheet method

D. the differential method

Question 16 of 20

5.0/ 5.0 Points

Under the ADA, if a disabled individual cannot perform a job as currently structured, the employer must make a reasonable accommodation such as __________.

A. moving to a different building

B. making major renovations

C. modifying or acquiring equipment or other devices

D. hiring the disabled individual anyway

Question 17 of 20

5.0/ 5.0 Points

What is the first step in the drive and election of a union that seeks to be recognized as an employee representative? 

A. obtaining authorization cards

B. making initial contact

C. holding a hearing

D. holding an election

Question 18 of 20

5.0/ 5.0 Points

Which law makes it illegal to discriminate against any individual with respect to compensation because of race, color, religion, sex, or national origin?

A. Fair Labor Standards Act

B. Civil Rights Act

C. Employer Retirement Income Security Act

D. Davis-Bacon Act

Question 19 of 20

0.0/ 5.0 Points

Which of the following factors affects the design of any pay plan?

A. legal

B. equality

C. competition

D. personality

Question 20 of 20

5.0/ 5.0 Points

The __________ states that employees of one sex may not be paid wages at a rate lower than that paid to employees of the opposite sex for doing roughly equivalent work.

A. American Disabilities Act

B. Civil Rights Act

C. Employer Retirement Income Security Act

D. Equal Pay Act

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