Which of the Following Approaches to Process Improvement Could Be

question 26

Multiple Choice

Which of the following approaches to process improvement could be described as competitive benchmarking?

• A)Employees at XEROX ignore the way they have always processed customer orders and design an entirely new way to do so.
• B)Employees at XEROX visit GM to pick up ideas on processing customer orders.
• C)Employees at XEROX purchase a Canon copier and take it apart to get design ideas for their next generation of copiers.
• D)Employees at XEROX take classes in quality improvement and make small, incremental changes to their order filling processes.

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Definitions:

Organizational Culture

is a system of shared beliefs, values, norms, and practices that influences how members of an organization interact with each other and with stakeholders outside the organization.

James Heskett

An academic known for his contributions to business management, particularly in the areas of organizational culture, service management, and customer satisfaction.

John Kotter

A professor of leadership at Harvard Business School best known for his work on change management and leadership.

Anticipatory Socialization

The process through which individuals learn and adapt to the norms and expectations of a culture or group before they formally enter it.