1. If you are able to develop an implementation plan, to what stage in PDSA do you belong? I will say.. * 1 point A. Plan B. Do C. Study D. Act 2. It is in this phase wherein you are expected to be sure to pay attention and make note of any unexpected or unintended results that arise from testing the change idea. I will say this as the __ stage in the cycle. * 1 point A. Plan B. Do C. Study D. Act 3. When someone will ask me which principle is a responsibility of senior leadership and a key requirement of ISO 9000:2000, I would say it is; * 1 point A. continuous improvement B. customer focus C. process focus D. teamwork 4. Based on the secondary data gathered in the PT as to which bank needs improvement in expeditious services in Tagbilaran City, I would say; * 1 point A. BDO B. BPI C. LBP D. Metro bank 5. When someone will ask me about PDSA and we are able to develop an implementation plan, as to what stage in the cycle do you belong, I would say; * 1 point A. Act B. Do C. Plan D. Study 6. Which of the following practices indicates customer focus? * 1 point A. The employees greet the customers whenever they make a transaction. B. Managers greet or acknowledge employees when they arrive at work. C. The management selects the right people for the right job. D. Before delegating their duties, managers clearly communicate their goals and expectations for that activity. 7. Which of the following practices indicates teamwork? * 1 point A. The employees greet the customers whenever they make a transaction. B. The management rewards top performance and contributions that achieve business objectives. C. Managers greet or acknowledge employees when they arrive at work. D. The management selects the right people for the right job. 8. Which of the following practices indicates continuous improvement? * 1 point A. Managers ensure that employees' compensation packages (pay, benefits, perks, etc.) are given and enjoyed. B. Managers respect each employee's strengths, weaknesses, and styles. C. The management conducts training on how to treat customers. D. The company is audited periodically to validate job performance against the process or job standards. 9. Which of the following practices indicates customer focus? * 1 point A. Managers ensure that employees' compensation packages (pay, benefits, perks, etc.) are given and enjoyed. B. The management shows concern to customers through follow-up services. C. The company is audited periodically to validate job performance against the process or job standards. D. New products and/or services are being developed by the company. 10. In the PDSA, which stage consists of studying the current situation and describing the process (its inputs, outputs, customers, and suppliers; understanding customer expectations; gathering data; identifying problems; testing theories of causes; and developing solutions and action plans)? * 1 point A. Act B. Do C. Plan D. Study