A
Name one internal stakeholder
Employees, managers, owners/shareholders
Name one external stakeholder
Customers, suppliers, government, community, competitors
What type of intellectual property protects an invention?
Patent
Give one reason employees resist change
Fear of uncertainty, habit, loss of status, loss of income, lack of understanding
True or False: Quality assurance aims to prevent defects
True
Give one benefit of innovation
Competitive advantage, increased sales, improved quality, lower costs, improved efficiency
True or False: A patent protects a logo.
A: False (Trademark protects a logo.)
What is quality control?
Checking products after they have been made to identify defects.
Who is responsible for quality in a TQM business?
Everyone in the organisation.
What is innovation?
Introducing a new idea, product, service, or process.
How can innovation create a competitive advantage?
It can differentiate the business from competitors.
What is inertia?
Resistance to change
How can training reduce resistance to change?
It helps employees feel more confident and capable.
A business faces an urgent crisis. Which leadership style is likely to be more effective?
Is a new flavour of chips a product innovation or process innovation?
Product
How can innovation affect quality?
Innovation may improve product quality or production methods.
How can change management affect innovation?
Employees need to accept change for innovation to succeed
Why is quality important in global markets?
Example answer: International customers expect consistent quality and poor quality may damage a business's reputation.
Which leadership style is most likely to gain employee support for change?
Democratic
How can Kaizen improve competitiveness?
Continuous small improvements can increase efficiency and quality over time
How can poor change management affect TQM?
Employees may resist new quality systems
Can a business be innovative but not competitive? Explain why.
Yes. An innovation may be too expensive, fail to meet customer needs, or be poorly implemented, reducing competitiveness.
Which is likely to be more important for a snack-food business: product innovation or process innovation?
A: Either answer acceptable with justification. Example:
A business is introducing new technology. What is the most important thing management should do to reduce resistance to change?
A: Communicate effectively, provide training, or involve employees in decisions
Which is more important during change:
Justify your answer
Either with sufficient justification