1. Internal customers of a process:` (Points : 1)

•        Are the people who ultimately use the products/services of an organization
•        Are not important to external customer satisfaction
•        Are the owners of the next phase in the process
•        Work independently of each other

2. Bench marking is: (Points : 1)

•        An approach where design alternatives, manufacturing process alternatives, and manufacturing technology alternatives are dealt with in parallel and interactively
•        Used to test an improvement idea on a small scale to validate its benefit
•        Measurement or comparison of an organization's processes, strategies, and results against those of recognized leaders
•        Flowchart design

3. Which of the following are differences in power and leadership? (Points : 1)

•        Power rules by threat. Leadership leads by example
•        Power says "you must serve me". Leadership says "I must serve you."
•        Power says "I'm more valuable because I have control."  Leadership says "each of us is valuable to the organization".
•        Power says "I can treat you any way I want because I'm in charge". Leadership says, "I must treat you with respect because I'm the leader."
•        All of the above

4. A democratic leader: (Points : 1)

•        Seeks input from subordinates and treats them as equals
•        Makes all of the decisions and imposes them on the subordinates
•        Allows employees complete autonomy in decision making
•        Sells his or her decision to the subordinates
•        All of the above

5. All of the following are characteristics of people who are close to the empowered end of the empowerment-helplessness continuum except: (Points : 1)

•        Live for self and others
•        Genuine compassion for and with others
•        Believe in oneself
•        Understand the dynamics of systems
•        None of the above - all are true

6. A person with balanced empowerment recognizes: (Points : 1)

•        That the system is not the sole controller of power
•        That the system and the individuals play a role in success
•        The system is influenced by the individual parts and the individual parts are influenced by the system
•        All of the above
•        None of the above

7. If leaders establish control mechanisms that are consistent at both the individual level via Purpose and Principles and the system level via Processes: (Points : 1)

•        Inconsistent signals will be communicated to employees
•        Employees will have inconsistent behavior
•        Employees will be more empowered and the organization will experience higher levels of performance
•        All of the above.
•        None of the above.

8. Which of the following are true concerning the flattened hierarchical structure? (Points : 1)

•        Vertical communication is less complicated and takes less time.
•        Work is accomplished more quickly
•        Less paperwork is required
•        There are more opportunities for face to face meetings between decision makers
•        All of the above

9. If knowledge and integrity are missing from the change implementation model, the following result could occur: (Points : 1)

•        Chaos, confusion
•        Apprehension or danger
•        Gradual change
•        Feeling lost

10. In the measurement and feedback component of the change management model: (Points : 1)

•        Employee input should be used to establish an action plan for change
•        Resources are allocated as efficiently as possible
•        Major change or implementation efforts are monitored frequently so that actions can be taken as quickly as possible to correct any deviations from the intended
•        Organizational leaders understand and can apply the methods necessary to achieve the vision
•        All of the above

11. As one considers the future, which of the following must successful organizations be able to demonstrate? (Points : 1)

•        Agility
•        Sensitivity to customer needs
•        Technological expertise
•        An environment where change is necessary
•        All of the above