Question 1
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
Question 2
In a total quality setting, quality is defined by:
A. employees.
B. customers.
C. management.
D. the organization.
Question 3
Organizations with traditional cultures typically adopt __________ objectives.
A. performance-based
B. customer-focused
C. short-term
D. problem-solving
Question 4
__________ is an emerging issue in supply-chain management.
A. Adoption of new paradigms
B. Security
C. Network activities
D. Mature partnering
Question 5
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.
Question 6
The theory of value perception is that a(n) __________ customer is a customer forever.
A. repeat
B. satisfied
C. loyal
D. involved
Question 7
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
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
Which of the following is NOT a concern of potential resisters to change?
A. Effectiveness
B. Uncertainty
C. More work
D. Loss of control
Question 10
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
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.
Question 12
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
Question 13
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
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 control.
Question 15
The last process step in the product innovation model for customer retention is:
A. separate the people from the problem.
B. optimize the solution.
C. invent options for mutual gain.
D. commercialize the innovation.
Question 16
The key people identified as necessary to putting a partnership into operation should:
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 17
Which of the following is a mandatory requirement of supplier relationships?
A. Establishing relationships based on knowledge and experience
B. Observing standard operating procedures and maintaining rigid job-boundaries
C. Recognition of the strategic importance of customers
D. Capability of sharing information electronically
Question 18
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?
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 19
In order to retain customers over the long term in today's hyper-competitive global environment, organizations must:
A. form strategic alliances.
B. continuously refine processes.
C. benchmark.
D. innovate.
Question 20
Which of the following strategies are needed for establishing a quality culture?
A. Take a hearts and minds approach.
B. Put the planned changes in writing.
C. Support of management.
D. All the strategies above are needed for establishing a quality culture.