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WGU Principles of Management at Western Governors University(IAC1) Sample Questions (Q11-Q16):

NEW QUESTION # 11
What is the process that Includes automation or support of customer processes, direct communication with customers, and analysis of customer data for a broad range of purposes? Choose 1 answer

A. Customer connection society
B. Customer relationship management
C. Customer association organization
D. Customer liaison policy

Answer: B

Explanation:
The process that includes automation or support of customer processes, direct communication with customers, and analysis of customer data for a broad range of purposes is Customer Relationship Management (CRM).
CRM systems help organizations manage interactions with current and potential customers, streamline processes, and improve profitability by using customer data analysis for various business strategies.

NEW QUESTION # 12
A manager must choose between two qualified candidates for a promotion and must consider equal employment opportunity law. Which characteristics may the manager use to make the decision? Choose 1 answer

A. Disability status
B. Age
C. Fitness level
D. Religion

Answer: C

Explanation:
When considering equal employment opportunity law for a promotion decision, characteristics such as fitness level can be used, provided they are relevant to the job requirements. Characteristics like religion, disability status, and age are protected under EEO laws and cannot be used as criteria for employment decisions. Fitness level, however, can be considered if it is a bona fide occupational qualification necessary for the performance of the job.

NEW QUESTION # 13
What is a Benefit of a boundaryless organization? Choose 1 answer

A. Employees have access to all buildings.
B. Employees may express their opinions freely.
C. Employees are allowed to form a union.
D. Employees are free to apply for other positions.

Answer: B

Explanation:
A benefit of a boundaryless organization is that employees may express their opinions freely. Boundaryless organizations eliminate traditional barriers between departments and hierarchical levels, fostering open communication, collaboration, and a free flow of information across the organization. This openness encourages employees to share their ideas and opinions without fear of repercussions, enhancing innovation and problem-solving.

NEW QUESTION # 14
What is the process that Includes automation or support of customer processes, direct communication with customers, and analysis of customer data for a broad range of purposes? Choose 1 answer

A. Customer connection society
B. Customer relationship management
C. Customer association organization
D. Customer liaison policy

Answer: B

NEW QUESTION # 15
Which management process has the benefits of group problem solving, information sharing, and cooperation across business functions? Choose 1 answer

A. Total Control Management
B. Change Control
C. Total Quality Management
D. Criteria for Growth

Answer: C

Explanation:
Total Quality Management (TQM) has the benefits of group problem solving, information sharing, and cooperation across business functions. TQM focuses on continuous improvement in all aspects of an organization's operations and involves all employees from top management to front-line workers. It encourages participation in decision-making and emphasizes collaboration and teamwork across different functions.

NEW QUESTION # 16
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