Question 1

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A workforce that is ready for empowerment:

Select one:

1. Is accustomed to critical thinking
2. Understands the decision making process
3. Knows where it fits into the big picture
4. All of the above

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The correct answer is: All of the above

Question 2

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The word that best describes management’s role in employee empowerment is:

Select one:

1. Facilitation
2. Leadership
3. Commitment
4. All of the above

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The correct answer is: All of the above

Question 3

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Which of the following strategies will help organizations move beyond empowerment to enlistment?

Select one:

1. Set up a reward system.
2. Make it clear to all employees that their ownership is not just wanted and needed but that it is expected.
3. Make it clear to implement suggestions.
4. Empower employees for suggestions that are implemented.

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The correct answer is: Make it clear to all employees that their ownership is not just wanted and needed but that it is expected.

Question 4

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Which of the following mechanisms can help improve communication?

Select one:

1. An internal customer
2. Self-managed and cross-departmental teams
3. Organization employees
4. External customers

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The correct answer is: Self-managed and cross-departmental teams

Question 5

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Employee empowerment is:

Select one:

1. Employee involvement in decision making.
2. Power of the employee to make suggestions that will be reviewed by management
3. Employee input that is heard, seriously considered, and followed up on whether it is accepted or not.
4. Power of the employee to make a decision without management involvement.

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The correct answer is: Employee input that is heard, seriously considered, and followed up on whether it is accepted or not.

Question 6

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An organization with a customer focus is:

Select one:

1. Outward-looking
2. Inward-looking
3. Established
4. Continually improving

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The correct answer is: Outward-looking

Question 7

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Which of the following statements are true concerning communication with customers?

Select one:

1. Must extend only to internal customers.
2. Is never misunderstood.
3. Is essential in a competitive marketplace
4. Is not necessary in a small town

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The correct answer is: Is essential in a competitive marketplace

Question 8

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The customer loyalty model consists of which of the following components?

Select one:

1. Business performance
2. Global perceptions
3. Loyalty behaviors
4. All of the above are components of the customer loyalty model

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The correct answer is: All of the above are components of the customer loyalty model

Question 9

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In a total quality setting, quality is defined by:

Select one:

1. The employee
2. The customer
3. The management
4. The organization

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The correct answer is: The customer

Question 10

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The primary inhibitor of empowerment is:

Select one:

1. The Wohcao Syndrome
2. Human nature’s resistance to change.
3. Resistance from employees and unions.
4. Resistance from management.

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