Effectively communicating strategic vision down the line

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Reference no: EM132215907

1. Effectively communicating the strategic vision down the line to lower-level managers and employees has the value of

explaining "where we are going and why" and, more importantly, inspiring and energizing company personnel to unite to get the company moving in the intended direction.

helping company personnel understand why "making a profit" and "having a business plan" are so important.

making it easier for top executives to set and communicate the company's stretch objectives.

helping lower-level managers and employees better understand the company's business model.

aiding lower-level managers and employees in formulating and achieving a balanced scorecard.

2. According to the Not What the Doctor Ordered! box, a just-in-time inventory system allows a firm to

extend credit to new customers.

provide sufficient inventory for most contingencies.

reduce their investment in inventory.

reduce capital expenditures.

3. Which of the following is NOT an accurate characterization of the quality function deployment calculations?

A. The customer requirement index factors are a percentage value. B. The customer requirement technical index weights are calculated using the importance index values C. The customer requirement absolute weights are a weighted value D. The customer requirement absolute factors are calculated using absolute weight values

4. SERVQUAL data may be diagnosed using the two-dimensional differencing model, which relates to the GAPs analysis model by:

A. By indicating the correlation of the perceptions and expectations of customers B. By identifying Strengths & Weaknesses, Threats & Opportunities in the performance improvement situation. C. By primarily showing the areas where marketing can be used to improve the performance measures D. By plotting SERVQUAL data on the four quadrant GAPs model

5. Which of the following correctly characterizes the SERVQUAL measure?

A. The service quality dimensions are very tightly correlated with the gaps between perceived and expected performance. B. The SERVQUAL model can be represented as a single dimension differencing model, a two dimensional differencing model or by five separate models. C. The five primary service quality dimensions are the basis for five of the questions of the SERVQUAL model. D. To operationalize the SERVQUAL model,

Reference no: EM132215907

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