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Question 1

In computing ROTI, which of the following would not be considered a training cost?

Options :

A : Trainer ’s travel and living expenses

B : Employee turnover

C : Computer purchased solely for the training

D : Participants’ time away from their jobs

Answer: B

Question 2

In a typical organization, there are many different strategies and people put their focus where it seems best placed, but this may not agree with what is actually expected or desired. A possible solution for such a situation is:

Options :

A : To ensure the strategic and operational plans clearly indicate the priorities and strategies for the organization

B : To communicate, communicate, and communicate!

C : To ensure that authority levels are clearly spelled out for typical situations

D : To have employees go outside the organizational walls

Answer: B

Question 3

Which of the following statements is most constructive when a team is reviewing the performance of one of its members?

Options :

A : “Meets regularly with other team members.”

B : “Checks results of other team members’ work.”

C : “Writes clear and succinct meeting minutes.”

D : “Scored well on the Myers-Briggs test.”

Answer: D

Question 4

Which of the following tools can be used to conduct a time series analysis of process performance?

Options :

A : Pareto chart

B :

C : Scatter diagram

D : Histogram

Answer: C

Question 5

The best use of the cost of lost banking customers is to:

Options :

A : Compare this cost from one accounting period to another.

B : Compare lost-customer costs with costs to obtain new customers, and if the cost of obtaining new customers is greater, refocus efforts on customer retention.

C : Use these figures to reprimand employees responsible for lost customers.

D : Justify an initiative to contact lost customers and entice them to come back.

Answer: B