Question: 1
Facts pertaining to which of the following would be critical in developing a system of supplier performance measurement for an aircraft engine manufacturer?
i. Amount of technical support provided by the supplier
ii. Supplier Cpk
iii. Defective product reworked before shipment
IV. MTBF of product after installation
Question: 2
Which of the following factors would be most critical to consider early when contemplating a conversion of a ''brick and mortar'' retail business to an e-business?
i. What changes to the customer database are likely and what the ramifications of those changes are
ii. What image our new faceless organization will provide to the buying public
iii. Should IT be outsourced?
IV. What internal impacts will the change from a personal service orientation to a transaction-processing orientation have on the workforce we employ and the technology approach we select?
Question: 3
Which of the following is the most appropriate sequence of events for administering a customer satisfaction survey, from beginning to end?
i. Prepare the survey instrument.
ii. Administer the survey.
iii. Report the results.
IV . Identify survey objectives.
V . Analyze the data.
VI . Organize the data.
A I, VI, IV, II, V, III
B I, II, V, VI, III, IV
C IV, I, II, VI, V, III
D VI, I, II, V, IV, III
Answer : C
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Question: 4
The budgets of most internal staff and operations functions do not include figures for:
i. Cash received.
ii. Capital expenditures.
iii. Short-term liabilities.
IV . Payroll expenses.
Question: 5
''Leaders of the future can no longer afford insularity. It is simply not an option in increasingly boundary-less organizations driven by customer power... now they must destroy those walls and replace them with bridges.'' Key roles of a leader include being all of the following Except:
