Question 2.2. Internal customers of a process:` (Points : 1)
Are the people who ultimately use the products/services of an organization
Are not important to external customer satisfaction
Are the owners of the next phase in the process
Work independently of each other
Question 4.4. Benchmarking is: (Points : 1)
An approach where design alternatives, manufacturing process alternatives, and manufacturing
technology alternatives are dealt with in parallel and interactively
Used to test an improvement idea on a small scale to validate its benefit
Measurement or comparison of an organization’s processes, strategies, and results against
those of recognized leaders
Flowchart design
Question 5.5. Which of the following are differences in power and leadership? (Points : 1)
Power rules by threat. Leadership leads by example
Power says "you must serve me". Leadership says "I must serve you."
Power says "I’m more valuable because I have control." Leadership says "each of us is
valuable to the organization".
Power says "I can treat you any way I want because I’m in charge". Leadership says, "I must
treat you with respect because I’m the leader."
All of the above
Question 8.8. A democratic leader: (Points : 1)
Seeks input from subordinates and treats them as equals
Makes all of the decisions and imposes them on the subordinates
Allows employees complete autonomy in decision making
Sells his or her decision to the subordinates
All of the above
Question 12.12. All of the following are characteristics of people who are close to the empowered end
of the empowerment-helplessness continuum except: (Points : 1)
Live for self and others
Genuine compassion for and with others
Believe in oneself
Understand the dynamics of systems
None of the above – all are true
Question 13.13. A person with balanced empowerment recognizes: (Points : 1)
That the system is not the sole controller of power
That the system and the individuals play a role in success
The system is influenced by the individual parts and the individual parts are influenced by the
system
All of the above
None of the above
Question 14.14. If leaders establish control mechanisms that are consistent at both the individual level
via Purpose and Principles and the system level via Processes: (Points : 1)
Inconsistent signals will be communicated to employees
Employees will have inconsistent behavior
Employees will be more empowered and the organization will experience higher levels of
performance
All of the above.
None of the above.
Question 19.19. Which of the following are true concerning the flattened hierarchical structure? (Points :
1)
Vertical communication is less complicated and takes less time.
Work is accomplished more quickly
Less paperwork is required
There are more opportunities for face to face meetings between decision makers
All of the above
Question 23.23. If knowledge and integrity are missing from the change implementation model, the
following result could occur: (Points : 1)
Chaos, confusion
Apprehension or danger
Gradual change
Feeling lost
Question 28.28. In the measurement and feedback component of the change management model:
(Points : 1)
Employee input should be used to establish an action plan for change
Resources are allocated as efficiently as possible
Major change or implementation efforts are monitored frequently so that actions can be taken as
quickly as possible to correct any deviations from the intended
Organizational leaders understand and can apply the methods necessary to achieve the vision
All of the above
Question 29.29. As one considers the future, which of the following must successful organizations be
able to demonstrate? (Points : 1)
Agility
Sensitivity to customer needs
Technological expertise
An environment where change is necessary
All of the above
