The mission statement for a quality function would best focus on:

• A.Leading small teams that break down barriers and reach higher organizational goals.
• B.Reducing defects.
• C.Companywide and departmental activities that collectively result in product and/or service quality.
• D.Assessing the performance of production workers.

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Organizational culture is comprised of:

• A.Values, norms, and assumptions shared by the organization members
• B.Organization policy
• C.Core competency of the organization
• D.Strategic plans

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To ensure continued customer loyalty, a company must take which of the following steps?

• A.Identify the organisational needs of the company
• B.Resolve complaints in a timely manner
• C.Use just-in-time operations
• D.Implement statistical process control

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Segmentation of a teaching hospital's patient database would be:
I. Useful in allocating physical resources.
II. Helpful in balancing staffing needs.
III. Advantageous in the process of applying for additional funding to accommodate projected demands on facilities and staff.
IV. Impractical because of the transient nature of the patient base.

• A.IV only
• B.I, II, and III only
• C.III only
• D.I and II only

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Which of the following sequences demonstrates the lowest-to-highest order for evaluating training effectiveness?
I. What changes in behavior resulted? (Behavior)
II. What are the tangible results of the program? (Results)
III. What principles, facts, or techniques were learned? (Learning)
IV.
How well did attendees like the program? (Reaction)

• A.III, IV, II, I
• B.I, II, III, IV
• C.II, I, III, IV
• D.IV, III, I, II

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