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.II, V, VI
• B.I, III, IV, V, VI, VII
• C.V, VI
• D.I, III, V, VII

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The primary purpose of a supplier certification program is to:

• A.Transfer responsibility for supplier quality to the purchasing department.
• B.Reduce the number of supplier audits.
• C.Reward excellent suppliers.
• D.Shift costs of supplier management from appraisal to prevention.

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Rank in order. from first to last, the following steps to creating a new service organization.
1. Implement new tactics at the front line
2. Clarify the service strategy
3. Evaluate the present level of service quality
4. Educate the organization

• A.2, 4, 1, 3
• B.2, 1, 3, 4
• C.3, 2, 4, 1

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A stakeholder analysis would:

• A.Assess the feasibility of a partnership with a key supplier.
• B.Determine the appropriate dividend amount to be distributed to shareholders.
• C.Provide the basis to recommend the best strategy for dealing with pressure from a competitor.
• D.Delineate the outputs and outcomes needed by customers and regulatory agencies affecting the business.

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Which of the following types of benchmarking is used to compare similar processes that are used in different industries?

• A.Functional
• B.Internal
• C.Financial
• D.Generic

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