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QUESTION NO: 1
Management's goal is to continually improve customer service and satisfaction. Their actions include the following. Which of these actions is least likely to help achieve the goal?
A. Provide for positive reinforcement to employees who are trying to satisfy customers.
B. Encourage and support cooperation and conformance to quality standards amongst internal customers.
C. Establish an employee suggestion box system.
D. Ensure that employees have the training, information, and physical things they need to do their jobs well.
Answer: C
QUESTION NO: 2
Scenario planning is used for:
A. Deciding which continuous improvement project recommendations to implement first.
B. Determining which method of financial analysis to use.
C. Envisioning several alternative strategic viewpoints.
D. Analyzing the results of a SWOT analysis.
Answer: C
QUESTION NO: 3
Typical tools used as aids in selecting members for a process improvement team are:
A. DiSC and MBTI.
B. MBTI and process mapping.
C. Root cause analysis and fishbone chart.
D. Brainstorming and affinity diagram.
Answer: A
QUESTION NO: 4
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 alliance/partnership with key customers.
D. Get management commitment to a focus on customers.
Answer: D
QUESTION NO: 5
In a typical organization, there are many different strategies and people put their focus where it seems best placed, but this may not agree with what is actually expected or desired. A possible solution for such a situation is:
A. To ensure the strategic and operational plans clearly indicate the priorities and strategies for the organization
B. To communicate, communicate, and communicate!
C. To ensure that authority levels are clearly spelled out for typical situations
D. To have employees go outside the organizational walls
Answer: B
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Updated: May 28, 2022