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What type of organizational structure supports operational, project-based decision-making while retaining independent functional management?
What type of organizational structure supports operational, project-based decision-making while retaining independent functional management?A . HierarchicalB . FunctionalC . Inverted pyramidD . MatrixView AnswerAnswer: D
In customer satisfaction questionnaires, a Likert scale has an advantage over other answer formats in that the Likert scale will
In customer satisfaction questionnaires, a Likert scale has an advantage over other answer formats in that the Likert scale willA . make the questions more conciseB . make the questions easier to answerC . allow the customer to express degrees of satisfactionD . allow the customer to specify simple yes-no...
What is expected the return on investment (ROI) for this proposal?
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%View AnswerAnswer: D
Which of the following is the most important characteristic of customer-focused organizations?
Which of the following is the most important characteristic of customer-focused organizations?A . A documented quality management systemB . Clear leadership from top managementC . Reward and recognition programs for all employeesD . Trained staff in the customer service departmentView AnswerAnswer: B
Educate the organisation
Educate the organisationA . 2,1,3,4B . 2,4,1,3C . 3,2,4,1D . 3,4,1,2View AnswerAnswer: C
Which of the following training approaches would be most effective?
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...
What is expected the return on investment (ROI) for this proposal?
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%View AnswerAnswer: D
Design for six sigma most commonly users which of the following tools?
Design for six sigma most commonly users which of the following tools?A . 5 whysB . Root causa analysisC . Process decision program chartD . DOEView AnswerAnswer: D
Which of the following types of benchmarking is used to compare similar processes that are used in different industries?
Which of the following types of benchmarking is used to compare similar processes that are used in different industries?A . InternalB . FinancialC . FunctionalD . GenericView AnswerAnswer: C
Who has ultimate responsibility for quality in a service organisation?
Who has ultimate responsibility for quality in a service organisation?A . Executive managementB . The quality managerC . Process support personnelD . Front-line service workersView AnswerAnswer: A
