46 = CHAPTER2 ‘ 14. Keep a record of your activities including time for a week. Place them in Covey’s four, rants, and analyze the results. 15. Give an example of a Win/Win and Win/Lose situation in your life. 16. Give an example of Covey’s Habits 5 and 6. 17.. Describe how-a supervisor from one of the organizations listed in Exercise 3 measures ~" the characteristics of leaders. 18. For one of the organizations listed in Exercise 3 and working as an individual or in aj modify the leadership survey instrument, conduct the survey, and analyze the results. 19. Arrange the following habits in the correct sequence: Think win-win Sharpen the saw Begin with the end in mind Be proactive Put first things first Seek first to understand, then to be understood Synergy AtmmMUAW>Y 20. Which of the following is not a part of Deming’s philosophy? (a) Constancy of purpose (©) Drive fear (b) Management by objectives (4) Abolish quotas 21. A study by Hendricks and Singhai revealed that companies which implemented TQM ha (@) similar financial performance and growth as compared to those which did not implen TOM (b) better productivity than those which did not implement TQM (©) better growth in operating income and increase in sales than those which did not im ment TQM (@) better labor relations than those which did not implement TQM 22. Which of the habits refer to the mission statement? * (@) Think win-win (b) Begin with the end in mind (©) Putfirst things first (d) Be proactiveCUSTOMER SATISFACTION » 77 4, What is the best way to improve market share for a product or service? 5. Design a customer satisfaction questionnaire for the following service industries: (a) Bank (b) Telephone company (©) Hospital (4) Accounting firm (©) Law firm (Hotel 6. As a manager of a small sporting goods store, describe how you would train front-line employees to handle customer complaints. w 7 How docs employee satisfaction relate to customer satisfaction? “yy 8) Define quality in two words. ee 9. Mechanical products, such as cars, break down. Cars often are serviced by the car dealer. How can a car dealer use the service department to encourage future car sales? 10. To find out dissatisfiers, the best starting point is (@) Market research (6) Benchmarking (©) Brainstorming (d) Customer complaints . Which of the following are important for front line people: Develop the best employees into professionals. Recruit freshers as they have an open mind. UL Hire the best. IV Motivate the professionals to stay and excel. (a) Land If Only (®) I, Ill and LV only (c) 1, U, Mand tv (d} Bland IV only78 = CHAPTERS 12. Which of the following is most appropriate choice for finding delighte-.7 (a) Customer surveys (b) Market research (c) Customer complaints database (@) Observing how customer uses a product 13. Which of the following is correct? (a) Satisfiers become dissatisfiers over time (b) satisfiers become delighters over time (©) Dissatisfiers become satisfiers over time (d) dissatisfiers become delighters over timeWB « CHAPTERS Exercises 1 As a supervisor, list ways to improve morale, List the five levels in Maslow’s hierarchy of needs and describe each level. How do recognition and reward affect motivation? List at least five reasons given by supervisors when resisting change. Discuss the advantages of an empowered team. ‘You recently completed a performance appraisal for one of your employees. The emp is not happy with the evaluation and has asked for an appointment to discuss the eval. process. Discuss the following: (a) The purpose of the performance evaluation. (b) The evaluation criteria. (c) The employee's options regarding the evaluation. ‘You have been asked to develop an employee involvement policy for your organizx Respond to the following: (2) Why do you need union involvement? (b) How will you get the union involved? (c) What resistance should you expect? Describe the role of employees’ involvement in TQM by responding to the following: (2) Why is employee involvement important to TQM? (b) Why do we need involved employees? We haven't before. (c) Employee time is valuable. How will it pay reasonable dividends? Define the following: (a) teams (b) performance (c) reward (4) motivation (¢) recognition (f) empowerment (g) gainsharing 1 Jescribe and unalyze an incident where you wished you had the authority (empowerme? ‘to make a decision but had a concem about whether or not you should make the decision” your own.soonlts. Tans may te 11, Conduct an employee opinion survey fora work yon wad wnalyre done as an inlividual sesigninent op a5 # teste effet Id Deseribe Herzberg's dissutisfiers and mutvdters 13. What conditions are necessary for expo wer went’ 14, Whot are the different types of learns’ 15. Why do teams work 16. Lint five common burriers to team progress g 17, Myaluate an organization's (a) suggestion system (b) portion sive appraisal system (c) recognition and reward system (d) decision-making methods ‘This may be done a9 wn individual assignment or ys a teats efor (18, Which of the following is correct hierarchy of needs? (n) survival, security, esteem, soutal, self actualizasion (b) survival, security, social, esteem, velf actualizat (c) security, survival, social, esteem, self avtualization (d) security, survival, esteem, vouial, velf actualization 19, Which of the following are motivators? 1 salary J certificate from the President 11) appreciation from customer IV air-conditioned office (a) Land 1Y only (b) Hand MM only (6) 1,1, Mand 5V (4) J, and I only 20, Which of the following is corzecs sequence’ (8) Sorming-norming-orming-performing-edjoarning (b) Sonning-torming-perlorming-norming-adjoorning (e) forming nonming-storming-adjourning-performing, (4) Sormingestormingenonming-perlonming-edjosran” sm0 «© CHAPTER A 21, Which of the following should be the key aspect of any performance appraisal sys, (a) opportunity for employee to comment on evaluation (b) opportunity for peers to comment on evaluation (¢) opportunity for the customers to comment on evaluation (a) opportunity for the HR manager to comment on the evaluation 22, At which of the team stages a team leader wouldgenerally get selected? (a) forming (b)_norming (c)_ performing (a) storming