Total quality management involves all employees, regardless of their function, in continual quality improvement efforts
Indicate whether the statement is true or false
TRUE
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It is necessary to avoid using negative-sounding "you" messages as a primary means of addressing customers.
Answer the following statement true (T) or false (F)
Schein developed a set of enabling mechanisms to change culture. Which of the following is not a primary embedding mechanism?
a. The reaction of a leader to a critical incident b Observation of a leader’ behavior as a role model c. Rites and rituals of the organization d. The leader’s criteria for recruitment and selection of subordinates
Which type of research is most reminiscent of an exit interview that would ask a question such as, "What exactly could we have done to keep you from leaving the company?" and "Is there anything we can do to keep you from resigning from your position"?
A. Relationship survey B. Lost customer research C. Post transaction survey D. Complaint solicitation E. Critical incidents studies
Merchants are held to a higher standard of performance or duty than are nonmerchants
a. True b. False Indicate whether the statement is true or false