One of the first steps in optimizing the supply chain is to
- A . develop a flowchart
- B . conduct a cause and effect analysis
- C . apply the Dealing wheel
- D . create a fault tree analysis
In the Kano model, which of the following best defines an exciter attribute?
- A . These attributes can be rated as "important" but they are expected.
- B . These are articulated needs, what customers will say they need.
- C . These are unexpected but if offered, uener.ne "delight" and surprise the customer
- D . Satisfaction increases linearly as these attributes arc more fully delivered
A senior executive invites employees to become members of a team that will help make decisions about which actions to lake before implementing the action selected by the executive.
What kind of leadership style is executive using?
- A . Nondirective
- B . Consultative
- C . Results-based
- D . Open-door
When a quality manager develops a long-term strategy for quality within an organization, winch of the following is the first step?
- A . Establishing benchmarks
- B . Developing the quality mission statement
- C . Interviewing line personnel
- D . Assigning staff to assist in the effort
An organization that liar, similar norms and values across product, unit, or functional boundaries is best described as having which of the following types of culture?
- A . Strategic
- B . Strong
- C . Adaptive
- D . Integrated
Ethics in the workplace can include
- A . indifference isolation and dishonesty
- B . honesty, loyalty and fairness
- C . respect, disparity and tolerance
- D . trust, integrity and self interest
Which of the following approaches indicates that a company has aligned its human resources with its strategic goals?
- A . Paying employees appropriately for the work they do
- B . Involving employees through the use of suggestion boxes and awards
- C . Providing on-the-job training and individualized job performance feedback
- D . Developing business objectives that include measures of customer and employee satisfaction
Which of the following tools provides top management with a macro-level review of the effectiveness of the quality system?
- A . Industry trend data for ISO Certifications
- B . Baldrige application self-analysis worksheet
- C . plans for quality records
- D . Procedures for processing nonconformances
The following chart was developed by a team.
This is an example of what type of chart?
- A . PERT
- B . Gantt
- C . Pareto
- D . Shewhart
An adult training program is most effective when it
- A . is presented at the workplace rather than off-site
- B . is designed and conducted by area managers
- C . uses a combination of lecture and self-test methods
- D . takes into account the trainees’ learning styles
One of the primary purposes of a training needs analysis is to
- A . identify the employees’ education levels
- B . validate management’s strategic training vision
- C . determine where training will be most effective
- D . complete a cost-benefit analysis of the training plan
Which of the following steps should an organization take immediately after creating its strategic plan?
- A . Translating the plan into actions
- B . Leveraging customer needs into profit opportunities
- C . Defining its mission and vision
- D . Deploying its quality’ goals
ACME organization has several teams "feuding" with one another. This is causing quality issues with customers, due to the variability in services and a lack of understanding not valuing what the other learns are doing within the broader enterprise. An instructor has been identified to host team budding exercises to help remediate die antagonism and get the employees focused on cooperative value-laden improvement efforts.
Which of the following training approaches would be most effective?
- A . Process improvement training
- B . technical skills training
- C . Performance evaluation training
- D . Cross-functional training
Which of the following factors is most likely to affect a project’s cost?
- A . Increased scope of work
- B . Unreliable tune estimates
- C . Supply delays
- D . Change of due dates
Performance appraisals and coaching techniques are most effective when they are combined to
- A . lead employees to higher levels of performance
- B . rank the workforce for pay increases or promotions
- C . Evaluate the performance of individual duals on a team
- D . discipline at-risk employees
During the initial stage of a team’s development, the most appropriate leadership style is
- A . facilitative
- B . authoritative
- C . directive
- D . participative
A companywide quality management system is defined as a
- A . formal structure tor establishing and meeting quality goals throughout on organization
- B . documented process for planning and developing quality policies
- C . policy development process for quality that involves department-level leadership
- D . method of" ensuring that customer requirements take precedence over all other organizational considerations
During strategic planning, a team develops the following draft worksheet
The team is going to use this worksheet to
- A . establish trend analysis baselines
- B . conduct a stakeholder analysis
- C . prioritize actions for process improvements
- D . evaluate resource needs
Which of the following types of benchmarking is used to compare similar processes that are used in different industries?
- A . Internal
- B . Financial
- C . Functional
- D . Generic
Which of the following elements is critical to teams being successful?
- A . They start with corporate objectives.
- B . They agree oil their mission or purpose.
- C . They establish weekly targets and plans
- D . They establish long-range goals.
A company should take which of the following actions to identify customer expectations?
- A . Measure customer complaints
- B . Fulfill customer needs for quality products
- C . Benchmark the competition
- D . Survey customers regarding satisfaction
On the basis of the trend shown in the chart below, which of the following actions, if any. would be appropriate for a quality manager to take?
- A . Increase the frequency of monitoring the yield
- B . Request a training session on interpretation of control charts
- C . Identify the root cause for the decline in yield
- D . None of the above: no action is required
What is the first step a process owner must take in order to create a written process?
- A . Define the current process
- B . Provide quality training to all process workers
- C . Identify the problems in the current process
- D . Allocate resources for a cross-functional improvement team
The best way to create ownership in a major organizational change is to
- A . ask top management to prioritize the changes that need to be made
- B . identity and eliminate barriers to communication throughout the organization
- C . Involve employees in planning for the change
- D . plan and implement an employee suggestion system
Which of the following approaches to conflict allows all parties to feel positive about the resolution?
- A . Collaborating
- B . Compromising
- C . Smoothing
- D . Avoiding
A training director who needs to link specific training modules to the organization’s business needs should ask area managers which of the following questions?
- A . "What performance gaps could be filled by training your employees?"
- B . "What training courses have your employees taken in the past?
- C . What kind of training courses would you like to sec developed?"
- D . "Which existing training courses should be revised in order to benefit your employees the most?"
In project management, the sequence of activities that represents the longest period to finish the project is known as the
- A . slack Time
- B . critical path
- C . optimistic time
- D . pessimistic time
What type of organizational structure supports operational, project-based decision-making while retaining independent functional management?
- A . Hierarchical
- B . Functional
- C . Inverted pyramid
- D . Matrix
When selecting new employees for jobs requiring cross-functional communication, one criterion a manager should consider is the employee’s
- A . organizational skills
- B . ability to work with others
- C . previous work experince
- D . personal integrity
Which of the following would be the focus of a competitive analysis?
- A . Business practices that seem to work effectively
- B . Strategies and market position
- C . Market requirements and customer needs
- D . Industry segments and customer groups
After learning that control charts were not being used in production, the manager of a newly created quality department provided SPC training to everyone in the plant. The manager received many favorable comments about the training in the weeks immediately after the training classes, and a number of departments began creating and using control charts. However, six months later, only the finishing area was using the charts.
If the manager were to survey the plant personnel at this point, which of the following measures of training effectiveness would be likely to receive a positive rating?
- A . Reinforcement
- B . Learning
- C . Behavior
- D . Results
The definition and communication of the quality vision, mission, and goals of a company is the primary responsibility of the
- A . Individual quality manager
- B . quality process teams
- C . quality assurance organization as a whole
- D . senior management team
Which of the following describes a Liken-type response format?
- A . Multiple-choice responses
- B . True-false choices
- C . A scale of 1 to 5
- D . A checklist
An effective way for a customer to prepare to negotiate with a current supplier is by
- A . identifying critical performance issues
- B . implementing statistical process control
- C . reviewing warranty claims
- D . writing a sample contract
The first step in surveying customers is to
The first step in surveying customers is to
- A . create pilot questions for the survey
- B . determine the important quality dimensions of the product or service
- C . determine which sampling technique to use
- D . identify the target audience for the survey
A good tool to use in managing multiple-customer requirements is a
- A . house of quality matrix
- B . process control chart
- C . Pareto chart by customer type
- D . customer segmentation study
A company’s new strategic plan targets development of a new service. The quality manager assembles a team from sales and marketing, engineering. Held customer support, finance, and human resources, with the objective of developing a series of matrices that will translate customer requirements into appropriate technical requirements or specifications. The process the quality manager is using to facilitate this outcome is best known as
- A . hoshin planning
- B . design of experiments
- C . quality function deployment
- D . business process reengineering
Senior management has scheduled a meeting to review the results of a recent assessment that the quality manager has been overseeing for three months. If only 15 minutes are allotted for presenting the findings, which of the following actions would be most effective for the quality manager to take?
- A . Suggest that the meeting he canceled and offer to deliver a written report instead
- B . Request that the meeting be postponed until senior management has more lime for a full briefing
- C . Limit the presentation to review only the issues that have surfaced in the past month
- D . Summarize the findings and identify areas of concern for future discussion
Which of the following formulas is used to calculate takt time?
- A . Total production time divided by the quantity demanded by the customer in that time
- B . Quantity demanded by the customer in a period of time divided by available production time
- C . Quantity demanded by the customer in a period of time divided by total production time
- D . Available production lime divided by the quantity demanded by the customer in that time
One advantage of using a single-source supplier strategy is that it will
- A . reduce lot-to-lot variation
- B . reduce shipping costs
- C . improve contingency planning
- D . improve supplier benchmarking results
A company’s top management has decided to change the role of production supervisor-, from providing oversight to becoming coaches for production workers.
In this situation, which of the following steps should be taken first?
- A . A sponsor should be identified to monitor the change and determine it" it can be replicated in other parts of the organization.
- B . Supervisors should receive training in how to communicate with management in their new role.
- C . A facilitator should be assigned to help the supervisors and workers manage the change.
- D . Workers and supervisors should receive training in how the new roles will affect them.
When Cp and Cpk valuers of a process are equal, the process average will be
- A . equal to target
- B . equal to the midpoint of the specification
- C . not equal to target
- D . not equal to the midpoint of the specification
Which of the following actions will help make on-the-job training more effective?
- A . Inviting department supervisors to attend the initial training sessions
- B . Creating training applications
- C . Asking the most productive workers to conduct the training
- D . Establishing training objectives
Which of the following approaches best describes a customer focused organization that involves continual improvement of all aspects of the organization?
- A . JIT manufacturing
- B . Total quality management
- C . Quality assurance
- D . Quality function deployment (QFD)
When an organization is deploying its strategic planning process, which of the following tools should be used to ensure that all of the strategies are supported at all levels?
- A . Tree diagram
- B . Fishbone diagram
- C . Histogram
- D . DMAIC
Leadership is the process of creating an environment in which workers can become
- A . team players
- B . Empowered
- C . managers
- D . specialists
If an activity time within a critical path is increased, which of the following is most likely to occur?
- A . The project will be delayed.
- B . Additional resources will have to made available.
- C . Costs will increase.
- D . All activities in the project will be affected.
Which of the following is a constraint, even on a high-perforating team?
- A . Groupthink
- B . Interdependence
- C . Open communication
- D . Respect for differences
When a unit of measure is being established for a product, the most important consideration is that the
- A . production work processes be mapped
- B . parameters of other products be considered
- C . interpretation be uniform
- D . data collection be easy
When a unit of measure is being established for a product, the most important consideration is that the
- A . production work processes be mapped
- B . parameters of other products be considered
- C . interpretation be uniform
- D . data collection be easy
When a unit of measure is being established for a product, the most important consideration is that the
- A . production work processes be mapped
- B . parameters of other products be considered
- C . interpretation be uniform
- D . data collection be easy
When a unit of measure is being established for a product, the most important consideration is that the
- A . production work processes be mapped
- B . parameters of other products be considered
- C . interpretation be uniform
- D . data collection be easy
When a unit of measure is being established for a product, the most important consideration is that the
- A . production work processes be mapped
- B . parameters of other products be considered
- C . interpretation be uniform
- D . data collection be easy
Educate the organisation
- A . 2,1,3,4
- B . 2,4,1,3
- C . 3,2,4,1
- D . 3,4,1,2
A quality manager recommends spending $10,000 to eliminate product failures that are costing the company SI 5.000 per year.
What is expected the return on investment (ROI) for this proposal?
- A . 67%
- B . 75%
- C . 125%
- D . 150%
A quality manager recommends spending $10,000 to eliminate product failures that are costing the company SI 5.000 per year.
What is expected the return on investment (ROI) for this proposal?
- A . 67%
- B . 75%
- C . 125%
- D . 150%
A quality manager recommends spending $10,000 to eliminate product failures that are costing the company SI 5.000 per year.
What is expected the return on investment (ROI) for this proposal?
- A . 67%
- B . 75%
- C . 125%
- D . 150%
A quality manager recommends spending $10,000 to eliminate product failures that are costing the company SI 5.000 per year.
What is expected the return on investment (ROI) for this proposal?
- A . 67%
- B . 75%
- C . 125%
- D . 150%
A quality manager recommends spending $10,000 to eliminate product failures that are costing the company SI 5.000 per year.
What is expected the return on investment (ROI) for this proposal?
- A . 67%
- B . 75%
- C . 125%
- D . 150%
A quality manager recommends spending $10,000 to eliminate product failures that are costing the company SI 5.000 per year.
What is expected the return on investment (ROI) for this proposal?
- A . 67%
- B . 75%
- C . 125%
- D . 150%
Transition tree
- A . 1,2,3,4,5
- B . 2,1,4,5,3
- C . 3,4,2,1,5
- D . 5,4.3.2,1
Which of the following characteristics is expected in a leader but not a manager?
- A . Making plans for the future
- B . Developing quality goals
- C . Organizing materials and methods
- D . Envisioning the organization’s future
Which of the following could be a cause of the control chart results?
- A . Calculation errors
- B . New machine settings
- C . Sampling variability
- D . A sudden change in power level
Which of the following actions is considered a best practice in a customer-driven organisation?
- A . Having a large customer service department that is responsible for all customer inquiries
- B . Organizing the management structure so that executive managers have responsibility for customer contact
- C . Training the entire workforce to act on customer requests
- D . Developing a group of highly trained individuals who visit customers on a regular basis
A company’s training needs analysis shows that the only people in the organization who have been (rained in quality function deployment (QFD) are the quality stall members.
The quality manager should do which of the following to address this problem?
- A . Ask the training manager to set up multiple QFD courses for open enrollment
- B . Schedule introductory QFD training for the next senior management meeting
- C . Schedule mandatory QFD training for everyone in the company
- D . Hire an outside consultant to introduce QFD at a companywide meeting
If an organization currently has no strategic plan, the primary focus for a newly hired, senior-level quality manager should be to
- A . elect a strategic planning model that is simple enough to deploy in the existing business environment
- B . create a survey to identify a starting point for a strategic plan
- C . determine senior management’s level of commitment for a strategic planning effort
- D . identify the operational planning that has been completed in the past
Which of the following approaches should a manager take to solve interdepartmental problems?
- A . Implement a companywide policy requiring cross-functional collaboration on all teams
- B . Institute mandatory training on cross-functional teams for all employee-.
- C . Form cross-functional learns to address issues that affect multiple departments
- D . Require all managers to attend training on collaboration and conflict management
The first step a customer should take when developing a supply chain should he to establish
- A . the specific ISO certification that its approved suppliers will need
- B . a supplier rating, system
- C . requirements and specifications for products and services
- D . documented procedures for incoming inspection
Which of the following actions will help transform the culture of a traditional organisation to one that supports a total quality philosophy?
- A . Surveying internal customers and external end-users to determine product successes and failures
- B . Recognizing employees as collaborators in a network of interrelated processes
- C . training individual employees to be able to fulfill functional roles anywhere in the organization
- D . Rewarding the top performing individuals, departments, and divisions in their competition
A certified supplier can be described as a company whose processes and products have been investigated and the results indicate that the supplier
- A . calibrates its measurement and test equipment in accordance with the TSO 17025 standard
- B . produces specified products or services while reducing its investment in appraisal and prevention processes
- C . has achieved superior ratings from a consumer advocacy group
- D . producer products or services that consistently meet or exceed customer requirements
Stratified sampling is an appropriate method to use in which of the following circumstances?
- A . The inspector is examining product from a single lot.
- B . The lot contains product from different machines, production shifts, or operators
- C . The samples are drawn from a continuous flow of product.
- D . The plan requires samples to be drawn from random containers.
One of the best ways to identify what Juran calls the "vital few" customers, is through
- A . a customer satisfaction survey
- B . a Pareto analysis
- C . statistical process control (SPC)
- D . sales analysis
Which of the following tools should be used to determine how material is handled and who should handle it?
- A . Flowchart
- B . Pareto chart
- C . PDCA cycle
- D . Process decision program chart (PDPC)
A new quality manager just found QUI that the company has been awarded three new contracts for the coming year and the quality department had not been informed of these contracts until now.
If there is no policy or procedure in the company manual governing advanced quality planning, the manager should do which of the following?
- A . Hire more inspectors and allocate more equipment to cover the new jobs
- B . Attempt to improve communications regarding pending contracts and negotiations
- C . Write a procedure specifying quality department review of new contracts and add it to the company manual
- D . Meet with the other department heads to flowchart an advanced quality planning process
The following charts represent the defects reported by the ABC Manufacturing Company. Customer X and Customer Y both received the same amounts of components; from ABC.
Customer X threatens to ehange suppliers unless ABC fixes the process that is creating defect type E.
On the basis of the data presented above, how should ABC respond to Customer X?
- A . Explain that the problem causing defect type li is in Customer X’s system
- B . Share the ABC" defect data and offer to work with Customer X to solve the problem
- C . Explain that a cross-functional team has already made improvements and Customer X will soon see a decrease in type E defects
- D . Advise Customer X that the process causing the problem will be redesigned to eliminate type F defects
To monitor performance, an organization should develop measurements and indicators that
- A . provide the basis for making decisions
- B . provide a return on quality
- C . use a standardised costing system
- D . use an activity-based costing system
In terms of performance and perception, which of the following best describes a car with a reputation as an unreliable vehicle that gets better mileage and more reliable operation at lower cost than other vehicles in its class?
A)
B)
C)
D)
- A . Option A
- B . Option B
- C . Option C
- D . Option D
A U.S. manufacturer has an offshore, single-source supplier for a critical part. Many of the parts are rejected by receiving inspection because they are out of tolerance, but the material review board subsequently accepts those rejects.
If a process improvement team has been asked to focus on this problem, which of the following steps should the team take first?
- A . Review the specification limits with engineering;
- B . Perform 100% inspection an incoming parts from this supplier
- C . Require the supplier to provide a certificate of conformance tor each lot
- D . Reject all lots until the supplier corrects the problem
According to Deming. management by fear most often results from managers who are driven by
- A . numbers
- B . facts
- C . Improvement objectives
- D . market chances
For a company’s mission, vision, and value statements to become integral to the organization, which of the following actions should management take?
- A . Distribute copies of these principles to all employees annually
- B . Ensure that these principles are included in all communications with external organizations
- C . Identify and reward behaviors that are consistent with these principles throughout the company
- D . Conduct annual reward ceremonies to recognize all departments that support these principles
During an audit of a supplier’s facility, a standard rework operation is not approved for a product. According to the quality manager this operation will not be used to manufacture parts and. they ask that the issue not be identified in the audit.
Which of the following steps should be taken first?
- A . Agree with the quality manager and do not identify the issue
- B . Identify the issue in the audit with the note of the quality manager comments
- C . Have the supplier document that it will not be used on the manufactured pans
- D . Report the quality manager to upper management
For this question, please refer to the following control chart, which shows the results of the last 23 runs of a process. The process has been in operation for 500 runs, and each run takes 1 day.
The control chart shows which of the following?
- A . A process shift
- B . A process instability
- C . Normal variation
- D . A cyclical trend
Which of the following tools can be used to conduct a time series analysis of process performance?
- A . Pareto chart
- B . X and s chai I
- C . Scatter diagram
- D . Histogram
Which of the following is the most important characteristic of customer-focused organizations?
- A . A documented quality management system
- B . Clear leadership from top management
- C . Reward and recognition programs for all employees
- D . Trained staff in the customer service department
Which of the following groups would benefit most from detailed training on policy implementation, tactical decision-making, teamwork concepts, and technical quality tools?
- A . Executive management
- B . Middle management
- C . Individual contributors
- D . Customers and suppliers
Which of the following sets of factors is most important for establishing a supply base that delivers a competitive advantage?
- A . Quality, cost, and delivery
- B . Quality, price, and capacity
- C . Quantity, cost, and availability
- D . Quantity, price, and delivery
Regulatory standards are derived from which of the following sources?
- A . Contracts
- B . Legislation
- C . Consumer groups
- D . ISO 9001
Which of the following steps should a company lake to improve its customer satisfaction levels?
- A . Increase sales or marketing visits to customers
- B . Establish a process improvement team in manufacturing
- C . Collect data to determine which areas need attention
- D . Design policies to improve customer satisfaction
Which of the following elements describes the combination of the severity and probability of occurrence of harm?
- A . Failure mode
- B . Hazard
- C . Risk
- D . Detection
Design for six sigma most commonly users which of the following tools?
- A . 5 whys
- B . Root causa analysis
- C . Process decision program chart
- D . DOE
Design for six sigma most commonly users which of the following tools?
- A . 5 whys
- B . Root causa analysis
- C . Process decision program chart
- D . DOE
Design for six sigma most commonly users which of the following tools?
- A . 5 whys
- B . Root causa analysis
- C . Process decision program chart
- D . DOE
Design for six sigma most commonly users which of the following tools?
- A . 5 whys
- B . Root causa analysis
- C . Process decision program chart
- D . DOE
Design for six sigma most commonly users which of the following tools?
- A . 5 whys
- B . Root causa analysis
- C . Process decision program chart
- D . DOE
Translate strategies into the annual business plan
- A . 1,3,2,4
- B . 1,3,4,2
- C . 3,1,4,2
- D . 3,2,1,4
Who has ultimate responsibility for quality in a service organisation?
- A . Executive management
- B . The quality manager
- C . Process support personnel
- D . Front-line service workers
In customer satisfaction questionnaires, a Likert scale has an advantage over other answer formats in that the Likert scale will
- A . make the questions more concise
- B . make the questions easier to answer
- C . allow the customer to express degrees of satisfaction
- D . allow the customer to specify simple yes-no answers
A company’s mission statement is defined as the
- A . ultimate ambitions of the company
- B . purpose for the company’s existence
- C . way in which the company will achieve its vision
- D . company’s beliefs and what it stands for
Which of the following training topics is important for a company’s staff members but not for senior management?
- A . Company-wide quality policies
- B . Statistical process control
- C . The role of senior management in quality
- D . Six sigma concepts
In cultural and human interactions, misunderstandings at the informal level are most damaging because
- A . breaking an informal rule can affect relationships
- B . informal actions are uncontrollable
- C . a violation of an informal rule is not the responsibility of either party
- D . the parties are too embarrassed to explain their reactions
The most important reason for changing procedures or processes is to
- A . create a more effective work environment
- B . stimulate creativity and out-of-the-box thinking
- C . develop cutting-edge design and production facilities
- D . enhance the value of products or services
A quality manager wants to provide problem-solving training to the company’s line employees so
they can identify and solve problems in their work areas.
Which of the following training scenarios will best meet the quality manager’s objectives?
A)
B)
C)
D)
- A . Option A
- B . Option B
- C . Option C
- D . Option D
Which of the following tools is used to determine whether special cause variation exists in a process?
- A . Fishbone diagram
- B . Cause and effect diagram
- C . Control chart
- D . Pareto chart
Companies that survey (heir internal customers have learned which of the following about quality-related issues?
- A . Satisfied employees will be able to explain customer service policies and procedures more accurately than dissatisfied employees.
- B . The problems that cause employee dissatisfaction can be the same issues that cause external customer dissatisfaction.
- C . Internal customer satisfaction drives internal supplier support.
- D . Internal customer satisfaction drives external supplier support.
Which of the following tools is used for continuous evaluation of a project’s status?
- A . Review checklist
- B . Fishbone diagram
- C . Affinity diagram
- D . Gantt chart
Human resources (HR)has proposed instituting a program to encourage employees to submit suggestions.
Before implementing this plan. HR should do which of the following?
- A . Develop a provision tor recording participation on the employee’s permanent record
- B . Develop a provision for providing a reward that in proportional to the value of the suggestion lo the company
- C . Obtain a commitment from management to implement suggestions that are accepted
- D . Obtain approval for the plan from employee representatives
Which of the following activities describes the team leader’s role in a team-based organisation?
- A . Negotiate additional organizational resources
- B . Reinforcing behavioral changes by rewarding active team members
- C . Ensuring that the team’s decisions and plans are communicated outside the team
- D . Providing training to team members
A Gantt chart is useful for managing which of the following stages of a project?
- A . Final reporting
- B . Implementation
- C . Budgeting
- D . Justification
In an effort to reduce quality costs, a quality manager has implemented a cross-functional process improvement team.
Which of the following activities should the team perform first?
- A . Create a method of reporting progress
- B . Identify the problem
- C . Identify ways to measure the effectiveness of changes
- D . Implement a change management system
According to the Taguehi loss function, which of the following statements is true about total quality costs?
- A . They decrease as they approach target value.
- B . They decrease with employee training.
- C . They increase with employee training.
- D . They increase with sales volume.
Which of the following elements of an organisation’s strategic planning process includes developing detailed action plans, defining: resource requirements, establishing performance measures, and aligning work units?
- A . Strategic objectives
- B . Strategy deployment
- C . Strategic plan linkage
- D . Guiding principles
Which of the following terms refers to a systematic error?
- A . Bias
- B . Validity
- C . Reliability
- D . Standard deviation
In order for feedback to be constructive, it should meet which of the following criteria?
- A . It should be communicated during monthly re Lew meetings.
- B . It should be positive or negative, as the situation requires.
- C . It should be offered only when positive behavior has been observed.
- D . It should be offered only when negative behavior has been observed.