11. Conformance to a quality specification expressed as a specified range A End-zone conformance. B. Target conformance. C. Goalpost conformance. D. Absolute quality conformance 12. The term performance quality refers to: A. The difference between customer expectations (for attributes, services, functionality, etc.) and pre B. The gap between product design specifications and actual performance of the product. C. Customer satisfaction with the total experience of a product or service. design. D. The gap between actual performance of a product and customer expectations. 13. Risk aversion is by: A. Lack of a strategic emphasis in decision making B. Use of non-strategic performance measurement systems C. Presence of uncertainty in a manager's environment. D. A manager's inablity to deal with stress. 14. A strategic business unit (sBU) consists of a well-defined set of controllable operating acti over/about which the SBU manager is: A Knowledgeable. B. Responsible for strategy C. Responsible for strategy and execution. D. Responsible for strategy, execution, and performance. 15. Among the benefits of centralized management in a firm is (are): A. Effective goal congruence. B. Utilization of top management expertise. C. Effective participation by all levels of management. D. A higher level of motivation for divisional managers