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.

Assign little or no priority to this action

b.

Add resources to achieve an improvement

c.

Maintain the Status Quo

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.

Corporate quality climate

b.

Company quality climate

c.

Company quality culture

d.

Company quality assessment

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.

opinion groups

b.

focus groups

c.

control groups

d.

experimental 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 future quality systems, with little emphasis on customer satisfaction results.

c.

assessments that focus on evaluation of the current quality system, 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.