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Which of the following LEAST contributes to customer value?
A. Providing customer appreciation
B. Enticing customers to participate in surveys
C. Providing a caring customer service
D. Anticipating and adjusting for the psychological cost of the product to the customer
Answer: B
Explanation:
Customer value is primarily created through appreciation, empathetic service, and reducing psychological costs such as effort or anxiety in purchase/use. While customer surveys can be useful feedback mechanisms, simply enticing participation without delivering value or acting on feedback contributes least to customer value. The IASP SPP curriculum highlights that authentic value creation focuses on improving experience and meeting customer needs, not on administrative tasks like survey solicitation.#IASP SPP Study Guide - Customer Value##Prahalad & Ramaswamy, Co-creation of Value#
NEW QUESTION # 98
An organization's choice to lower quality standards via budget cuts, rather than investing so as to achieve higher quality standards, is an example of
A. escalation.
B. eroding goals.
C. motivation.
D. shifting the burden.
Answer: B
Explanation:
Eroding goalsrefers to the gradual lowering of performance or quality standards to cope with challenges or budget constraints, which undermines long-term strategic success. Rather than investing to improve quality, the organization reduces expectations to fit limited resources. This can become a dangerous cycle leading to deteriorated products, services, and competitiveness. The IASP SPP curriculum highlights eroding goals as a common pitfall in strategy implementation, emphasizing the need to maintain high standards or innovate rather than compromise quality.#IASP SPP Study Guide - Strategy Risks and Pitfalls##Senge, The Fifth Discipline#
NEW QUESTION # 99
Which of the following BEST describes organization strategy?
A. Exists to support pay-for-performance systems
B. Creates performance measures that can be used to encourage desired behaviors
C. Shows how projects and programs are managed
D. Translates an organization's shared vision of the future into action for all employees
Answer: D
Explanation:
Organizational strategytranslates the shared vision of the future into actionable plans for all employees, aligning resources, behaviors, and goals to achieve desired outcomes. The IASP SPP curriculum emphasizes strategy as a bridge between vision and execution, driving alignment and performance throughout the organization. While performance measures, project management, and compensation systems support strategy, the fundamental role of strategy is guiding organizational action.#IASP SPP Study Guide - Strategy##Kaplan
& Norton, Balanced Scorecard#
NEW QUESTION # 100
An organization's high-level strategy, including the mission, vision, core values, customer value proposition, and strategic themes or goals, should be developed by
A. line employees and their supervisors.
B. the strategic management office.
C. the governing board.
D. senior leadership acting as a team.
Answer: D
Explanation:
High-level strategy formulation is the responsibility ofsenior leadership acting collectively. This team possesses the authority, perspective, and accountability to integrate mission, vision, values, and strategic themes cohesively. The IASP SPP curriculum emphasizes collaborative leadership engagement to ensure comprehensive, balanced strategies that guide organizational direction. Line employees contribute operational insights, and boards provide oversight, but the senior leadership team leads strategy development.#IASP SPP Study Guide - Strategy Development##Mintzberg, The Rise and Fall of Strategic Planning#
NEW QUESTION # 101
In the SWOT analysis, which of the following are internal challenges?
A. Threats
B. Strengths
C. Weaknesses
D. Opportunities
Answer: C
Explanation:
In SWOT analysis,weaknesses represent internal challengeswithin an organization that hinder performance or competitive advantage. Strengths are internal positive attributes, while threats and opportunities are external factors. The IASP SPP curriculum explains that identifying internal weaknesses enables targeted improvement efforts and risk mitigation. Differentiating internal from external elements ensures focused strategic planning and resource allocation.#IASP SPP Study Guide - SWOT Analysis##Pickton & Wright, SWOT Analysis#
NEW QUESTION # 102
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