According to the textbook, __________ costs are highest for Complex industries.

Select one:

a.

Total

b.

Appraisal

c.

Internal

d.

External

According to the textbook, the importance quadrant map shows that if an issue is in the Upper left quadrant (satisfaction strong, importance low), the company should _____________________________________.

Select one:

a.

Maintain the Status Quo

b.

Add resources to achieve an improvement

c.

Assign little or no priority to this action

d.

Leverage this competitive strength through advertising and personal selling

Employees in an organization have opinions, beliefs, traditions, and practices concerning quality; these characteristics are referred in the textbook as ______________________

Select one:

a.

Company quality assessment

b.

Company quality culture

c.

Company quality climate

d.

Corporate quality climate

A ___________ provide a means of collecting a great deal of information at a reasonable cost; also ....._____________are candid because their views often are reinforced by their peers.

Select one:

a.

experimental groups

b.

opinion groups

c.

control groups

d.

focus groups

Assessment of current quality activities can be taken in two forms: assessments that focus on customer satisfaction results but include an evaluation of the current system of quality-related activities and (2) ____________________________________________________.

Select one:

a.

assessments that focus on evaluation of the current quality system, with special emphasis on customer satisfaction results.

b.

assessments that focus on evaluation of the current quality system, with little emphasis on customer satisfaction results.

c.

assessments that focus on evaluation of the future quality systems, with little emphasis on customer satisfaction results.

d.

assessments that focus on evaluation of the future quality system, with special emphasis on customer satisfaction results.

According to the textbook, Hannukainen and Salminen (1998), developed a ________________ that local management teams apply to establish priorities for improvement and action plans.

Select one:

a.

quality control mechanism

b.

peer review program

c.

self assessment

d. diagnostic assessment program

Often an organization starts by having an outsider conduct a three to five day assessment of the current status of _____________

Select one:

a.

morale

b.

customer satisfaction

c.

quality

d.

corporate culture