Question 1. In the context of the organization, which of the following is a factor that affects how work is organized?

• suppliers and partners
• Competitiveness
• Unionization of personnel
• Customer influences

Question 2.  According to Peter Scholtes, a noted consultant, when people don’t understand variation,

• they see trends where there are none.
• they are more likely to distinguish between fact and opinion.
• they know when expectations are realistic.
• they don’t see events as individual incidents.

Question 3. An important driver in service quality is

• technology.
• legal services.
• worker healthcare.
• inventory management.