ashworth college BZ440 Online exam 3 latest 2016 may

Part 1 of 1 – 55.0/
100.0 Points

Question 1 of 20
0.0/ 5.0 Points
An organization with a customer focus is:
A. outward-looking.
B. inward-looking.
C. established.
D. continually
improving.

Question 2 of 20
0.0/ 5.0 Points
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

Feedback: Page 73
Question 3 of 20
0.0/ 5.0 Points
The customer type known as__________ refers to customers
that provide only low profitability and are short-term customers.
A. butterflies
B. strangers
C. barnacles
D. disloyal

Feedback: Page 108
Question 4 of 20
5.0/ 5.0 Points
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

Feedback: Page 72
Question 5 of 20
5.0/ 5.0 Points
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 6 of 20
5.0/ 5.0 Points
Which of the following is a strategy for maintaining a
quality culture?
A. Increase the
company’s debt-to-assets ratio.
B. Streamline the
RFP process.
C. Discourage
initiative in favor of SOPs.
D. Keep employees
involved.

Feedback: Page 93
Question 7 of 20
5.0/ 5.0 Points
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.

Feedback: Page 109
Question 8 of 20
5.0/ 5.0 Points
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.

Question 9 of 20
5.0/ 5.0 Points
Internal partnering occurs at three levels. Which of the
following is NOT one of these levels?
A. Team-to-team
partnerships
B.
Management-to-management partnerships
C.
Management-to-employee partnerships
D.
Employee-to-employee partnerships

Question 10 of 20
0.0/ 5.0 Points
Successful supplier partnerships evolve in seven stages.
They begin in the following order: uncertainty and tentativeness; short-term
pressures; need for new opportunity; and:
A. adoption of new
values.
B. mature
partnering.
C. adoption of new
paradigms.
D. awareness of
potential.

Feedback: Pages 73-74
Question 11 of 20
0.0/ 5.0 Points
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.

Feedback: Page 69
Question 12 of 20
5.0/ 5.0 Points
Which of the following is NOT a law of organizational
change?
A. Involve everyone
affected by change in making it.
B. Be prepared to listen and observe.
C. Trust people and
treat them with dignity and respect.
D. Understand the
history behind the current culture.

Question 13 of 20
0.0/ 5.0 Points
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.

Feedback: Page 84
Question 14 of 20
0.0/ 5.0 Points
Organizations with traditional cultures typically adopt
__________ objectives.
A. performance-based

B. customer-focused
C. short-term
D. problem-solving

Feedback: Page 84
Question 15 of 20
5.0/ 5.0 Points
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 16 of 20
0.0/ 5.0 Points
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 17 of 20
5.0/ 5.0 Points
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 18 of 20
5.0/ 5.0 Points
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

Feedback: Page 72
Question 19 of 20
5.0/ 5.0 Points
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 20 of 20
0.0/ 5.0 Points
By involving customers early in the development cycle, a
manufacturer can:
A. make changes
inexpensively and with relative ease.
B. modify the
supply-chain transitions.
C. initiate process
improvement.
D. ensure
competitive pricing.