1.

Which of the following management techniques is not considered operational activity-based management?

Multiple Choice

• Customer profitability analysis

• Total quality management.

• Activity analysis

• Business process improvement

2.

Which of the following would be considered a high-value added activity in the parts supply department of Reliable Automotive?

Multiple Choice

• Waiting for technicians to arrive to repair computer equipment.

• Reordering of parts because the incorrect items were shipped.

• Handling customer complaints about defects.

• Installing an automatic double-bin inventory management system.