3.The criteria for Performance Excellence for the Malcolm Baldrige award consist of a hierarchical set of categories, items, and areas to address. Which of the following four is NOT one of them?
Return on Investment.
4. ââ?¬Å"Moments of truthââ?¬Â? are instances when:
new products are launched.
a firm is audited.
a customer comes into contact with an employee.
a new competitor enters the market with higher quality.
5. A personââ?¬â?¢s ability to anticipate, envisions, maintain flexibility, think strategically, and work with others to initiate changes that will create a viable future for the organization, and its competitive advantage to the organization in this way.ââ?¬Â? This definition applies to: