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CMQ-OE PDF DEMO:
QUESTION NO: 1
A small chain of five retail stores has just completed its initial strategic planning and wishes to determine the effectiveness of its plans for the first year. They should track and measure:
A. Results from action plans.
B. Frequency of application of the quality policy.
C. Attainment of the strategic objectives.
D. Organization goals.
Answer: C
QUESTION NO: 2
Of the following core values and concepts, which would be the most critical to apply to a newly mandated state emergency management agency?
I. Visionary leadership
II. Customer-driven excellence
III. Agility
IV. Focus on the future
V. Focus on results and creating value
VI. Management by fact
VII. Managing for innovation
A.I, III, V, VII
B.II, V, VI
C.I, III, IV, V, VI, VII
D.V, VI
Answer: C
QUESTION NO: 3
Quality function deployment looks at the relationship between all but which of the following components?
A. Customer wants/needs
B. Company product/process characteristics
C. Competitor product performance
D. Customer service training requirements
Answer: D
QUESTION NO: 4
This individual may be perceived as a leader by his or her subordinates, peers and bosses for exhibiting one or more of these qualities:
1.Knowledge
2.Skills
3.Experience
4.Charisma
5.Action
6.Convincing speech
7.Empathy
8.Ethics
9.Empowerment
10.Collaboration
11.Support
Who is this?
A. Cause leader
B. Organization leader
C. Opinion leader
D. Public leader
Answer: B
QUESTION NO: 5
Which of the following are proactive sources of customer information?
I. Claims/refunds
II. Technical services provided as part of the total product package
III. Monitoring of broad market trends
IV.
Observing customers using the product or service
A.II only
B.IV only
C.I and III only
D.III and IV only
Answer: D
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Updated: May 28, 2022