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is
long
term
commitment
between
two
or
more
12. The hierarchy of needs theory the highest level of need is:
a. Esteem
b. Survival
c. Self-actualization
d. Social
13. _________ is a systematic method by which organizations can
measure themselves against the best industry practices.
a. Value engineering
b. JIT
c. Six Sigma
d. Benchmarking
14. The two factor theory of motivation was proposed by _______.
a. McGregor
b. Maslow
c. Frederick Herzberg
d. Pavlov
15. _______ is an environment in which people have the ability, the
confidence and the commitment to take the responsibility and
ownership to improve the process.
a. Enrichment
b. Empowerment
c. Self-development
d. Enablement
16. The extent, to which the job impacts internal and external customers,
by providing means of communication and personal contact, is
termed as _______.
a. Task identity
b. Skill variety
c. Task significance
d. Autonomy
17. _________ is a form of motivation and may be defined as public
acknowledgement of superior performance of specific activities.
a. Reward
b. Recognition
c. Token award
d. Empowerment
18. Benchmarking can be applied to _________
a. manufacturing process only
b. service sector only
c. production process only
d. any business or process
19. _________ benchmarking is also known as functional or generic
benchmarking.
a. Internal
b. Competitive
c. Process
d. corporate
20. ______ is the set of activities an organization uses to win and retain
customers satisfaction.
a. Training & development
b. Customer service
c. Customer survey
d. Outsourcing
SECTION B 2 MARK QUESTIONS
1. Product
features
refers
to
__________
and
freedom
from
consists
of
actual
performance,
comparing
this
11. The three main types of benchmarking are ______, ______ and
_______.
a. functional, business and global benchmarking
b. internal, competitive and process benchmarking
c. functional, business and corporate benchmarking
d. internal, external and generic benchmarking
1.
1. Joseph Juran
2. Crosby
3. A Feigenbaum
4. Edwards Deming
2.
2. Quality Control
3. TQM
4. Audit
activities
are
performed
3.
a) Essential ingredients of a
service
2. Product features
b) Documentation of audit
results
3. Audit report
c) Quality of design
4. Competence of auditors
Customer
feedback
must
be
continually
solicited
and
monitored
ii.
Quality Control and Quality Assurance are one and the same
iii.
iv.
5.
The
three
key
elements
of
organization
partnering
iii.
6.
ii.
iii.
7.
A. Survival needs
B. Esteem
2) Physiological needs
C. Social
D. Self-actualization
8.
ii.
Abraham
Maslow
developed
the
theory
on
employee
motivation
iii.