11 Which one of the following is Feigenbaum’s definition of “quality�
1 It is determined by the customers.
2 It meets customers’ needs.
3 It shows continuous improvement.
4 It conforms to requirements.
12 “This multifunctional printer is not working and I have lots of documents that I must fax to
my e-mail,†John tells Mary. To which one of the following drivers of productivity does this
statement relate?
1 Utilisation
2 Efficiency
3 Effectiveness
4 Elimination of waste
13 Which one of the following is a good example of qualitative measurement?
1 Thembi has filed forty employees’ payslips alphabetically.
2 George is able to type sixty words per minute.
3 Melba has managed to make travel arrangements for fifteen employees.
4 Ben has accurately claimed mileage for ten employees.
14 “Unfortunately you have to stop all other work and focus on this one until it is done,†Jim
tells John. To which one of the following tasks that require improvement does this
statement relate?
1 Bottlenecks
2 To-and-fro
3 Work that takes a long time to complete
4 Work that takes a long time to be ready
15 Which one of the following terms refers to problems that arise due to the
departmentalisation of organisations?
1 Telecommunication
2 Rigid data structure
3 Islands of automation
4 Islands of information
16 “I have been downloading this file for the last five hours without any success. I am giving
up,†Betty tells her colleague. To which one of the following problems that arise from fileoriented
systems does this statement relate?
1 Data redundancy
2 Data integrity
3 Rigid data structure
4 Data clean-up failure
17 Akonaho has received a message from someone he does not know, asking him to click
on a link that takes him to a bank website that looks like his bank website. Which one of
the following crimes against which organisations should guard does this scenario
describe best?
1 International computer crime
2 Computer-related scams
3 Illegal access and use
4 Information and equipment theft
18 Which one of the following is the purpose of getting involved in negotiation?
1 To ensure that the parties involved are happy
2 To better the position of the other party
3 To create a mutual understanding between parties
4 To curtail the position of the other party
19 James decides to take Mary’s work cellphone because she is using it for personal
reasons. Which one of the following powers does James have over Mary?
1 Reference power
2 Legitimate power
3 Coercive power
4 Reward power
20 Which one of the following is part of the ten-point plan of the negotiation review process?
1 Opposition
2 Support
3 Assessment
4 Invitation