BZ440 Lesson 3 Exam SCORE 95 PERCENT

Question 1

__________ is an emerging issue in supply-chain management.

Question options:

a) 

Adoption of new paradigms

b) 

Security

c) 

Network activities

d) 

Mature partnering

Question 2

There are several primary reasons why cultural change must either precede or at least parallel the implementation of total quality. Which of the following is NOT a primary reason?

Question options:

a) 

Moving to Total Quality takes time.

b) 

Employees may not adapt to too many changes.

c) 

It can be difficult to overcome the past.

d) 

Change cannot occur in a hostile environment.

Question 3

Advocates of change:

Question options:

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 4

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

Question options:

a) 

quality assessments.

b) 

the action plan.

c) 

the business plan.

d) 

objectives.

Question 5

Internal partnering occurs at three levels. Which of the following is NOT one of these levels?

Question options:

a) 

Team-to-team partnerships

b) 

Management-to-management partnerships

c) 

Management-to-employee partnerships

d) 

Employee-to-employee partnerships

Question 6

In order to retain customers over the long term in today's hyper-competitive global environment, organizations must:

Question options:

a) 

form strategic alliances.

b) 

continuously refine processes.

c) 

benchmark.

d) 

innovate.

Question 7

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

Question options:

a) 

Effectiveness

b) 

Uncertainty

c) 

More work

d) 

Loss of control

Question 8

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

Question options:

a) 

repeat

b) 

satisfied

c) 

loyal

d) 

involved

Question 9

Organizations with traditional cultures typically adopt __________ objectives.

Question options:

a) 

performance-based

b) 

customer-focused

c) 

short-term

d) 

problem-solving

Question 10

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

Question options:

a) 

Communication must extend only to internal customers.

b) 

Communication must never be misunderstood.

c) 

Communication is essential in a competitive marketplace.

d) 

Communication is not necessary in a small consumer market.

Question 11

Which of the following is NOT a law of organizational change?

Question options:

a) 

Involve everyone affected by change in making it.

b) 

Be prepared to listen and observe.

c) 

Trust people and treat them with dignity and respect.

d) 

Understand the history behind the current culture.

Question 12

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

Question options:

a) 

On-site customized training

b) 

Technical assistance

c) 

Consulting services

d) 

All of the above

Question 13

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

Question options:

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 14

Successful supplier partnerships evolve in seven stages. They begin in the following order: uncertainty and tentativeness; short-term pressures; need for new opportunity; and:

Question options:

a) 

Adoption of new values.

b) 

Mature partnering.

c) 

Adoption of new paradigms.

d) 

Awareness of potential.

Question 15

Which of the following is a strategy for maintaining a quality culture?

Question options:

a) 

Increase the company's debt-to-assets ratio

b) 

Streamline the RFP process

c) 

Discourage initiative in favor of SOPs

d) 

Keep employees involved

Question 16

The stages of development in supplier partnerships include:

Question options:

a) 

determine the level of commitment.

b) 

awareness of potential.

c) 

develop a partnering briefing.

d) 

celebrate partnership success.

Question 17

__________ is a model for incorporating customer input and feedback into product development.

Question options:

a) 

Quality Function Deployment

b) 

The Partnering Model

c) 

The problem-solving approach

d) 

ISO 9000

Question 18

In a total quality setting, quality is defined by:

Question options:

a) 

employees.

b) 

customers.

c) 

management.

d) 

the organization.

Question 19

The key people identified as necessary to putting a partnership into operation should:

Question options:

a) 

be highly committed to value-creation.

b) 

join the purchasing consortium.

c) 

be formed into a team.

d) 

be involved with information processing.

Question 20

The last process step in the product innovation model for customer retention is:

Question options:

a) 

separate the people from the problem.

b) 

optimize the solution.

c) 

invent options for mutual gain.

d) 

commercialize the innovation.