Question 1

Which of the following perspectives of the balanced scorecard focuses on market share?

Accepted Answer

A) Internal perspective 
B) Customer perspective 
C) Innovation perspective 
D) Learning perspective 
A) Internal perspective 
B) Customer perspective 
C) Innovation perspective 
D) Learning perspective

Question 2

Which of the following organizations is one of the most prominent vendors of ERP software?

Accepted Answer

A) STMicroelectronics 
B) Convergys 
C) Oracle 
D) Analog devices 
A) STMicroelectronics 
B) Convergys 
C) Oracle 
D) Analog devices

Question 3

How are the elements in the balanced scorecard linked to support the strategic objectives of the postal services?

Accepted Answer

Each element works to support the strate

Question 4

Which of the following perspectives of the balanced scorecard includes such measures as quality levels,productivity,cycle time,and cost?

Accepted Answer

A) Innovation perspective 
B) Customer perspective 
C) Internal perspective 
D) Financial perspective 
A) Innovation perspective 
B) Customer perspective 
C) Internal perspective 
D) Financial perspective

Question 5

Which of the following perspectives of the balanced scorecard includes intellectual assets,employee satisfaction,market innovation,and skills development?

Accepted Answer

A) Financial and internal perspective 
B) Internal perspective 
C) Innovation and learning perspective 
D) Customer perspective 
A) Financial and internal perspective 
B) Internal perspective 
C) Innovation and learning perspective 
D) Customer perspective

Question 6

Convergys has its world headquarters at:

Accepted Answer

A) Sacramento. 
B) Cincinnati. 
C) Phoenix. 
D) Oklahoma. 
A) Sacramento. 
B) Cincinnati. 
C) Phoenix. 
D) Oklahoma.

Question 7

_____ systems are software packages that integrate organizational information systems and provide an infrastructure for managing information across the organization.

Accepted Answer

A) Enterprise resource planning 
B) Balanced scorecard 
C) Juran's quality trilogy 
D) Quincunx experimental 
A) Enterprise resource planning 
B) Balanced scorecard 
C) Juran's quality trilogy 
D) Quincunx experimental

Question 8

Describe the CI portal tool used by Convergys to get all their employees involved in improving the business.

Accepted Answer

CI portal is a web-based employee intran

Question 9

An emphasis on machine utilization in an organization encourages having fewer,but larger,general-purpose machines,which results in decreased inventory and throughput time.

Accepted Answer

A) True 
 B)False

Question 10

_____ knowledge is information that is formed around intangible factors resulting from an organization's or individual's experience,and is content-specific.

Accepted Answer

A) Lucid 
B) Definitive 
C) Tacit 
D) Explicit 
A) Lucid 
B) Definitive 
C) Tacit 
D) Explicit

Question 11

What is the purpose of the Best Practices Knowledgebase introduced by Convergys to the CI portal?

Accepted Answer

The purpose of the Best Practices Knowle

Question 12

What led to the creation of "customer perfect!" in postal services?

Accepted Answer

Marvin Runyon,the 70th postmaster genera

Question 13

Which of the following analytical approach or technology is most likely to be used for data mining?

Accepted Answer

A) Histogram 
B) Pareto diagram 
C) Quincunx experiment 
D) Fuzzy logic 
A) Histogram 
B) Pareto diagram 
C) Quincunx experiment 
D) Fuzzy logic

Question 14

_____ knowledge includes information stored in documents or other forms of media such as
Databases,policies and procedures,and technical drawings.

Accepted Answer

A) Tacit 
B) Allusive 
C) Explicit 
D) Indirect 
A) Tacit 
B) Allusive 
C) Explicit 
D) Indirect

Question 15

_____ refers to an examination of facts and data to provide a basis for effective decisions.

Accepted Answer

A) Analysis 
B) Data warehousing 
C) Interlinking 
D) Clustering 
A) Analysis 
B) Data warehousing 
C) Interlinking 
D) Clustering

Question 16

Which of the following is most likely to be used to obtain comparative data?

Accepted Answer

A) Interlinking approach 
B) Cluster analysis 
C) Benchmarking approach 
D) Cause-and-effect approach 
A) Interlinking approach 
B) Cluster analysis 
C) Benchmarking approach 
D) Cause-and-effect approach

Question 17

Physical and financial assets have become more important than knowledge assets in many organizations.

Accepted Answer

A) True 
 B)False

Question 18

Organizations that share quality,customer satisfaction,and financial performance results with its employees and customers often exhibit poor performance in comparison with organizations which do not share such information.

Accepted Answer

A) True 
 B)False

Question 19

What is the vision statement of Convergys which went through a series of acquisitions that number more than 20 in the last 20 years?

Accepted Answer

The vision statement of Conver

Question 20

Why do managers review performance results in an organization?

Accepted Answer

Managers review performance results for

Which of the following perspectives of the balanced scorecard focuses on market share?

Which of the following organizations is one of the most prominent vendors of ERP software?

How are the elements in the balanced scorecard linked to support the strategic objectives of the postal services?

Which of the following perspectives of the balanced scorecard includes such measures as quality levels,productivity,cycle time,and cost?

Which of the following perspectives of the balanced scorecard includes intellectual assets,employee satisfaction,market innovation,and skills development?

Convergys has its world headquarters at:

_____ systems are software packages that integrate organizational information systems and provide an infrastructure for managing information across the organization.

Describe the CI portal tool used by Convergys to get all their employees involved in improving the business.

An emphasis on machine utilization in an organization encourages having fewer,but larger,general-purpose machines,which results in decreased inventory and throughput time.

_____ knowledge is information that is formed around intangible factors resulting from an organization's or individual's experience,and is content-specific.

What is the purpose of the Best Practices Knowledgebase introduced by Convergys to the CI portal?

What led to the creation of "customer perfect!" in postal services?

Which of the following analytical approach or technology is most likely to be used for data mining?

_____ knowledge includes information stored in documents or other forms of media such as Databases,policies and procedures,and technical drawings.

_____ refers to an examination of facts and data to provide a basis for effective decisions.

Which of the following is most likely to be used to obtain comparative data?

Physical and financial assets have become more important than knowledge assets in many organizations.

Organizations that share quality,customer satisfaction,and financial performance results with its employees and customers often exhibit poor performance in comparison with organizations which do not share such information.

What is the vision statement of Convergys which went through a series of acquisitions that number more than 20 in the last 20 years?

Why do managers review performance results in an organization?

Introduction to Quality

Foundations of Quality Management

Customer Focus

Workforce Focus

Process Focus

Statistical Methods in Quality Management

Design for Quality and Product Excellence

Measuring and Controlling Quality

Process Improvement and Six Sigma

The Baldrige Framework for Performance Excellence

Strategy and Performance Excellence

Leadership for Performance Excellence

Building and Sustaining Quality and Performance Excellence

Filters

Exam 12: Measurement and Knowledge Management for Performance Excellence

Which of the following perspectives of the balanced scorecard focuses on market share?

Which of the following organizations is one of the most prominent vendors of ERP software?

How are the elements in the balanced scorecard linked to support the strategic objectives of the postal services?

Which of the following perspectives of the balanced scorecard includes such measures as quality levels,productivity,cycle time,and cost?

Which of the following perspectives of the balanced scorecard includes intellectual assets,employee satisfaction,market innovation,and skills development?

Convergys has its world headquarters at:

_____ systems are software packages that integrate organizational information systems and provide an infrastructure for managing information across the organization.

Describe the CI portal tool used by Convergys to get all their employees involved in improving the business.

An emphasis on machine utilization in an organization encourages having fewer,but larger,general-purpose machines,which results in decreased inventory and throughput time.

_____ knowledge is information that is formed around intangible factors resulting from an organization's or individual's experience,and is content-specific.

What is the purpose of the Best Practices Knowledgebase introduced by Convergys to the CI portal?

What led to the creation of "customer perfect!" in postal services?

Which of the following analytical approach or technology is most likely to be used for data mining?

_____ knowledge includes information stored in documents or other forms of media such as Databases,policies and procedures,and technical drawings.

_____ refers to an examination of facts and data to provide a basis for effective decisions.

Which of the following is most likely to be used to obtain comparative data?

Physical and financial assets have become more important than knowledge assets in many organizations.

Organizations that share quality,customer satisfaction,and financial performance results with its employees and customers often exhibit poor performance in comparison with organizations which do not share such information.

What is the vision statement of Convergys which went through a series of acquisitions that number more than 20 in the last 20 years?

Why do managers review performance results in an organization?

Introduction to Quality

Foundations of Quality Management

Customer Focus

Workforce Focus

Process Focus

Statistical Methods in Quality Management

Design for Quality and Product Excellence

Measuring and Controlling Quality

Process Improvement and Six Sigma

The Baldrige Framework for Performance Excellence

Strategy and Performance Excellence

Leadership for Performance Excellence

Building and Sustaining Quality and Performance Excellence

Filters