QUESTION 4 A successful TOM program incorporates all EXCEPT which of the following? O continuous Improvement oployee involment O benchmarking central decision-making authority QUESTION 5 A recent consumer survey conducted for a car dealership indicates that, when buying a car, customers are primarily concerned with the salesperson's friendliness and consideration. The dealership should be especially concerned with which determinants of service quality? credity courtesy security communication QUESTION & Among the tools of TOM, the tool ordinarily used to aid in describing the steps of a process, product or service is a: Pareto Chart Flowchart Check Sheet Control chart Cheki QUESTION 2 Which of the determinants of service quality involves trust and honesty? @ Access Credibility Security Communication QUESTION 3 Three broad categories of definitions of quality are: O product quality, service quality, and organizational quality. O internal, external, and prevention. O low-cost, response, and differentiation. O user based, manufacturing based, and product based. ARPATIA