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C483 Questions and Correct Answers/
Latest Update / Already Graded
Customer relationship management (CRM)
Ans: multifaceted process, typically mediated by a set of information
technologies, that focuses on creating two way exchanges with
customers so that firms have an intimate knowledge of their needs, wants
and buying patterns. helps companies understand and anticipate the
needs of current and potential customers. the use of BIG DATA.
Value Chain
Ans: the sequence of activities that flow from raw materials to the delivery
of a good or service, with additional value created at each step
Total Quality Management (TQM)
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Ans: an integrative approach to management that supports the
attainment of customer satisfaction through a wide variety of tools and
techniques that result in high quality goods and services. (bottom line- to
improve quality and weave it into everything the organization does)
W. Edwards Deming
Ans: one of the founders of the quality management movement. came
up with the "14 points" which emphasized a holistic approach to quality.
six sigma quality
Ans: minimize any defects or mistakes to almost statistical insignificance,
the higher the sigma level, the lower the amount of variation,
developed at Motorola and made popular by GE. approaches
fundamental changes in organizational process,
using numbers to qualify ideas
ISO 9001
,3 | Page
Ans: family of standards established by the International Standards
Organization & used globally, defines good quality management
practices. ( principles). internally drives, revolves around certification by
ISO through external audits.
quality gurus
Ans: Shewhart, Juran, Feigenbaum, Crosby, Ishikawa and Taguchi.
Just-in-time (JIT)
Ans: system that calls for subassemblies and components to be
manufactured in very small lots and delivered to the next stage of the
production process just as they are needed.
skunkworks
Ans: project team designated to produce a new, innovative product
(example of defense industry) (example of intrapreneurship)
bootlegging
, 4 | Page
Ans: name given to more informal work on projects of employees own
choosing and initiative
Proscia's 3 stage model of change
Ans: 1) Phase 1- Preparing for change; (preparation, assessment and
strategy development.
2) Phase 2- Managing change; (detailed planning and change
management implementation)
3) Phase 3-Reinforcing change;( data gathering, corrective actions and
recognition)
Porters 5 forces (competitive environment)
C483 Questions and Correct Answers/
Latest Update / Already Graded
Customer relationship management (CRM)
Ans: multifaceted process, typically mediated by a set of information
technologies, that focuses on creating two way exchanges with
customers so that firms have an intimate knowledge of their needs, wants
and buying patterns. helps companies understand and anticipate the
needs of current and potential customers. the use of BIG DATA.
Value Chain
Ans: the sequence of activities that flow from raw materials to the delivery
of a good or service, with additional value created at each step
Total Quality Management (TQM)
,2 | Page
Ans: an integrative approach to management that supports the
attainment of customer satisfaction through a wide variety of tools and
techniques that result in high quality goods and services. (bottom line- to
improve quality and weave it into everything the organization does)
W. Edwards Deming
Ans: one of the founders of the quality management movement. came
up with the "14 points" which emphasized a holistic approach to quality.
six sigma quality
Ans: minimize any defects or mistakes to almost statistical insignificance,
the higher the sigma level, the lower the amount of variation,
developed at Motorola and made popular by GE. approaches
fundamental changes in organizational process,
using numbers to qualify ideas
ISO 9001
,3 | Page
Ans: family of standards established by the International Standards
Organization & used globally, defines good quality management
practices. ( principles). internally drives, revolves around certification by
ISO through external audits.
quality gurus
Ans: Shewhart, Juran, Feigenbaum, Crosby, Ishikawa and Taguchi.
Just-in-time (JIT)
Ans: system that calls for subassemblies and components to be
manufactured in very small lots and delivered to the next stage of the
production process just as they are needed.
skunkworks
Ans: project team designated to produce a new, innovative product
(example of defense industry) (example of intrapreneurship)
bootlegging
, 4 | Page
Ans: name given to more informal work on projects of employees own
choosing and initiative
Proscia's 3 stage model of change
Ans: 1) Phase 1- Preparing for change; (preparation, assessment and
strategy development.
2) Phase 2- Managing change; (detailed planning and change
management implementation)
3) Phase 3-Reinforcing change;( data gathering, corrective actions and
recognition)
Porters 5 forces (competitive environment)
