Which of the following statements is false?
a. When standards are set at less than ideal levels, managers are allowing and encouraging ineffective performances.
b. Implementing ideal standards begin with identifying where and why problems are occurring.
c. Total Quality management and Just-In-Time production systems both evolved in Japan.
d. Once established, standards should be maintained for at least three years.
d
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Which of the following is a good strategy for effectively handling demanding customers?
A. Avoid addressing the customer using his or her name. B. Accommodate every wish of the customer. C. Retaliate verbally when the customer becomes unreasonable. D. Be professional and respect the customer.
Define competitive intelligence and explain how you might go about obtaining it legally.
What will be an ideal response?
Retailers can reduce the delivery gap by
A. setting service standards based on internal operations rather than customers' perceptions. B. providing standardized rather than personalized services for purchases involving high risk. C. providing employees the necessary skills and knowledge. D. setting service goals that are broad and intangible. E. dwelling primarily on the negative aspects of customer problems.
The headquarters of Oceanic Corp. is in the United States but it has subsidiaries in 10 countries. Its staffing strategy is to use managers from the United States to staff each subsidiary. This staffing strategy is considered ______.
A. polycentric B. ethnocentric C. geocentric D. regiocentric