Week 3 Study Guide TQM - Week 3 Study Guide TQM 1. (TCO 5)...

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Week 3 Study Guide TQM 1. (TCO 5) "Moments of truth" are most commonly experienced by A ) factory workers. B ) customer service personnel. C ) purchasing agents. D ) process engineers. 2. (TCO 6) Which of the following are approaches to strategic planning that are shared by effective organizations? A ) organization-wide participation in planning B ) focus on near term goals C ) special emphasis on stock market expectations D ) unstructured systems for strategy development and deployment 3. (TCO 5) Studies indicate that an average customer will tell ____ others about a quality problem. A ) 3 or 4 B ) 6 or 7 C ) 9 or 10 D ) 12 or 13 4. (TCO 5) If a competitor's product offers the same benefits at a lower price, then the competitor's product provides A ) higher value. B ) lower quality. C ) lower value. D ) higher quality. 5. (TCO 6) Leaders who integrate their values into a company's management system are displaying which leadership skill? A ) empowerment B ) value congruence C ) vision D ) fear 6. (TCO 6) The _____ theory of leadership suggests that the leaders develop the ability to inspire their subordinates to exert extraordinary efforts to achieve organizational goals.
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This note was uploaded on 10/29/2011 for the course GM588 gm588 taught by Professor Naber during the Fall '11 term at Keller Graduate School of Management.

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Week 3 Study Guide TQM - Week 3 Study Guide TQM 1. (TCO 5)...

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