1
PEREGRINE BUSINESS EXAM
QUESTIONS WITH CORRECT
SOLUTIONS
One way human resource planning links to strategic planning is by providing a set
of inputs into the:
A. strategy formulation process
B. strategy implementation process
C. strategic analysis process
D. source of competitive advantage - correct-answer - A. strategy formulation
process
Delphi - correct-answer - A decision-making technique in which group members
do not meet face-to-face but respond in writing to questions posed by the group
leader.
, 2
In the SERVQUAL instrument for measuring service quality, the concept of
assurance is associated with:
A. The ability to convey trust and confidence
B. Caring and individualized attention
C. Always providing consistent service
D. Performing a service quickly and on time - correct-answer - A. The ability to
convey trust and confidence
Which of the following is not one of W. Edwards Deming's 14 points?
A. Create a vision and demonstrate commitment
B. Stop making decisions purely on the basis of cost
C. Eliminate exhortation
D. The only performance standard is Zero Defects - correct-answer - D. The only
performance standard is Zero Defects
, 3
Zero Defects - correct-answer - A goal of no guest-related complaints established
when guest service processes are implemented; achieving perfect products every
time
TQM - correct-answer - Total Quality Management: A process developed by Dr.
W. Ed Deming to increase productivity through quality control techniques.
Six Sigma - correct-answer - A business process for improving quality, reducing
costs, and increasing customer satisfaction
Pareto Dia - correct-answer - A histogram that illustrates and ranks categories of
failure within a project.
PEREGRINE BUSINESS EXAM
QUESTIONS WITH CORRECT
SOLUTIONS
One way human resource planning links to strategic planning is by providing a set
of inputs into the:
A. strategy formulation process
B. strategy implementation process
C. strategic analysis process
D. source of competitive advantage - correct-answer - A. strategy formulation
process
Delphi - correct-answer - A decision-making technique in which group members
do not meet face-to-face but respond in writing to questions posed by the group
leader.
, 2
In the SERVQUAL instrument for measuring service quality, the concept of
assurance is associated with:
A. The ability to convey trust and confidence
B. Caring and individualized attention
C. Always providing consistent service
D. Performing a service quickly and on time - correct-answer - A. The ability to
convey trust and confidence
Which of the following is not one of W. Edwards Deming's 14 points?
A. Create a vision and demonstrate commitment
B. Stop making decisions purely on the basis of cost
C. Eliminate exhortation
D. The only performance standard is Zero Defects - correct-answer - D. The only
performance standard is Zero Defects
, 3
Zero Defects - correct-answer - A goal of no guest-related complaints established
when guest service processes are implemented; achieving perfect products every
time
TQM - correct-answer - Total Quality Management: A process developed by Dr.
W. Ed Deming to increase productivity through quality control techniques.
Six Sigma - correct-answer - A business process for improving quality, reducing
costs, and increasing customer satisfaction
Pareto Dia - correct-answer - A histogram that illustrates and ranks categories of
failure within a project.
