Multiple Choice:

1. Total quality management (TQM):

a). entails creating a total quality culture that strives for continuously improving the performance of every value chain activity and is driven by a philosophy of managing a set of business practices: 100 percent accuracy in performing tasks (zero defects), involvement and empowerment of employees at all levels, team- based work design, benchmarking, and total customer satisfaction.

b). is a valuable tool for helping company managers identify what the best practice is for performing a particular activity at a high level of quality.

c). works best when used in conjunction with Six Sigma quality control techniques.

d). is an excellent tool for reengineering business processes and making quantum gains in the efficiency and effectiveness with which the processes are performed.

e). is a philosophy of doing things that aims at mistake-free management of a company's entire business.

2. Well-conceived policies and operating procedures facilitate good strategy execution by

a). leaving it up to employees regarding how things are to be done.

b). removing roadblocks to creativity and innovation.

c). fostering a work climate that preserves the status quo whenever possible

d). enforcing consistency in how strategy-critical activities are performed

e). channeling individual and group efforts along a strategy-supportive path.