chapter 6

Question 1

empowerment

Answer 1

pushing power and decision making to the individuals who are closest to the customer in an effort to increase quality, customer satisfaction, and, ultimately, profits

Question 2

responsibility

Answer 2

accepting the power that is being given and the obligation to perform

Question 3

accountability

Answer 3

report back to whoever empowered you to carry out a specific responsibility

Question 4

corporate culture

Answer 4

values, expectations, and behavior of people at work; the company’s personality being reflected through employees’ behavior

Question 5

corporate culture

Answer 5

the company’s personality reflected through its employees’ behavoior

Question 6

employee morale

Answer 6

the attitude employees have toward the company