Question 1: The criteria for Performance Excellence for the Malcolm Baldrige award consist of a hierarchical set of categories, items, and areas to address. Which of the following four is NOT one of them?
- Strategic Planning.
- Workforce Focus.
- Process Management.
- Return on Investment.
Question 2: "Moments of truth" are instances when:
- new products are launched.
- a firm is audited.
- a customer comes into contact with an employee.
- a new competitor enters the market with higher quality.
Question 3: A person's ability to anticipate, envisions, maintain flexibility, think strategically, and work with others to initiate changes that will create a viable future for the organization, and its competitive advantage to the organization in this way. This definition applies to:
- Organizational leadership.
- Strategic planning.
- Strategic leadership.
- Long-term planning.
Question 4: The financial statements most frequently provided include all of the following except the:
- balance sheet.
- income statement.
- statement of cash flows.
- statement of retained earnings