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Question 4.4. (TCO 5) The way to build in greater flexibility in your
workers is to do which of the following? (Points : 4)
Pay higher wages to motivate a willingness to do a variety to tasks.
Provide a broader range of training.
Provide a wide variety of technology to augment workers skills.
Institute a “pay for skills” program.
Use part-time employees with specialized skills as needed.
Question 5.5. (TCO 6) Applicants for the Baldrige Award for total
quality management must submit an application of up to 50 pages that
details the processes and results of their activities under seven major
categories. Which of the following is one of those categories? (Points :
4)
DMAIC
Analysis and remember management
Standardization
Control
Inspection protocols
(TCOs 3 and 7) Which of the following is considered a high-contact
service operation?
(Points : 4)
Online brokerage house
Internet sales for a department store
Physician practice
Telephone life insurance sales and service
Automobile repair