Chapter 3

1. List the steps in the strategic planning process.
2. What is a core competency?
3. What is SWOT analysis?
4. Establish two or three broad objectives for the hypothetical organization.

Chapter 4

1. Define the term ethics.
2. What is morality?
3. Explain how a certain behavior could be legal but not ethical.
4. What role does trust play in a total quality setting?
5. Describe how managers can build trust.
6. Describe and differentiate among the following approaches to ethics best-ratio, black-and-white ratio, and full-potential ratio.