1- Which of the following are approaches to strategic planning that are shared by effective organizations?
a. organization-wide participation in planning
b. focus on near term goals
c. special emphasis on stock market expectations
d. unstructured systems for strategy development and deployment
2- Which of the following practices does not build trust and confidence with customers?
a. risk-free trials
b. no-fault return policies
c. unconditional guarantees
d. returns that require supervisory approval
3- Leading customer-oriented practices of successful companies include:
a- understanding the linkages between customer needs and design processes
b- making commitments to customers that build trust and confidence
c- comparing customer satisfaction results relative to competitors
d- a,b and c
4- The Malcolm Baldrige National Quality Award was established by:
a- the Big Three automobile manufacturers
b- the Union of Japanese Scientists and Engineers (JUSE)
c- the American Society for Quality Control (ASQC)
d- an act of Congress
5- Which of the following best describes the ISO 9000 standards?
a- They are product quality standards
b- They are quality system standards
c- They are environmental quality standards
d- All of the above