The decision-making authority delegated to lower management levels depends on: I. The situation II. The extent of centralization or decentralization III. Which people in the organization have the best information IV. The complexity of the environment in which the organization functions

Organizational culture is comprised of:

A leader derives her or his leadership role from:

Situational leadership is applicable when: I. One approach does not meet every situation II. A new person on the job requires a lot of direction III. A new process has been introduced IV. The performer has mastered the task assigned

Which of the following is not usually a role of a manager?

The most effective approach for initiating a breakthrough process reengineering effort would be to:

An important benefit of using an internal change agent versus an external change agent is to:

Studies in the healtheare field have identified stethoscopes as one major cause of patient infections. To combat this cause, all healthcare professionals are urged to sterilize their stethoscopes before and after using with each patient. What approach would be best to ensure that this happens?

Which of the following is not a type of organizational structure?

Which of the following are ways to promote quality and teamwork in organizations? I. Reducing hierarchies II. Creating steering committees III. Recognizing internal customers IV. Structuring the organization into teams

Which of the following are good reasons for including workforce personnel on project teams? I. Provide subject matter expertise. II. Reduce the upper management time commitment. III. Increase worker participation in the improvement process. IV. Reduce the direct-labor allocation on over-budget product lines.

Which of the following best describes the differences between a departmentalized and a matrix organization structure?

Empowerment can be characterized by each of the following statements except:

In your former position of employment, you helped develop a statistical software package that the company markets, and because of your position there you receive royalties on the sales. Your current employer needs to purchase some statistical software and has asked you to select the best available package. You believe that the one sold by your former employer best meets the criteria. You should:

A department has been asked to name two employees who will become part of a temporary team set up by an external customer to resolve a recurring problem. Which of the following is the least important criterion for selecting the two representatives?

You have been meeting every day for four days with the purchasing manager, trying to decide the relative responsibilities of the quality and purchasing departments for dealing with supplier problems. Which of the following would likely be least effective at helping reach agreement?

Managers who take shortcuts, push employees beyond their limits, eliminate training, and neglect equipment maintenance probably are:

A tool used to assess the readiness of the organization to embrace and institutionalize change is:

Two employees separately submitted the same idea to a company's formal suggestion system on the same date. Under the rules of the system the employee who submits an idea is to receive a portion of the financial savings in the first year, which for this idea will be a very substantial amount. However, each employee claims to have come up with the idea and insists that the other stole it and submitted it after a conversation they'd had about a processing problem in their department. Neither wants to share the reward. The company should:

The leader of a team that had formerly worked together exceptionally well has noticed several disagreements between team members since two new people joined the team two weeks ago. The leader should:

A facilitator notices that the team jumps to conclusions after only one or two members have stated their opinion. The facilitator should:

A company has been very reactive in dealing with quality since it was started 19 years ago and management wants to develop a more proactive organization. Which of the following actions by top management would be most useful at the beginning of the process of change?

A team is frustrated by the difficulty of the project on which they're working, and has asked the sponsor to attend their next meeting. The sponsor should:

Which of the following process improvement teams' projects is likely to be regarded as most successful where on-time deliverables are critical?

As part of the continued evolution of their TQM philosophy, a company recently devised a sophisticated gain-sharing program that allows all employees to obtain financial rewards from improved organizational performance. Which of the following is true?

Which of these circumstances might reasonably prompt a reevaluation of an organization's policies and strategic objectives? I. The retirement of the CEO II. A merger with another company III. Divestiture of a major division IV. Obsolescence of a major technology

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:

Three hospitals are located within the same metropolitan area. One hospital determined that both its cafeteria and its gift shop ranked lower in variety and convenience than the other two hospitals. Which of the following actions would be most appropriate?

Strategic planning may include all but which of the following?

During the development of company strategy, input should be sought from

To establish the direction an organization's first strategic planning initiative should take, the organization should first create:

An organization's environmental scanning process has uncovered the following: • They have an underutilized core competency. • Their research and development capability is well recognized. • Retention of their best performers is a problem. • A new technology from another country can be employed in developing a whole new product family. What technique/tool was most likely used to categorize and analyse these and other similar data?

The role of the quality function in supporting strategic plans could include all but which of the following?

In preparation for strategic planning, organizations should look closely at their industry to determine: I. The amount of excess capacity. II. Which competitors might join forces and become a greater threat. III. How employees perceive competitor advertisements. IV. What changes in regulatory requirements are likely to occur?