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This test consists of 5 multiple choice questions, 5 short answer questions, and 10 short essay questions.

Multiple Choice Questions

1. Based on Howard's definition of corporate responsibility, what should managers be concerned with?
(a) The international communities.
(b) The communities where they live.
(c) The communities where other people live.
(d) The communities that cannot take care of themselves.

2. What word is used to describe Howard's pursuit of excellence in all aspects of the Starbucks company?
(a) Incredible.
(b) Unrelenting.
(c) Incomparable.
(d) Unforgiving.

3. Which music company does Howard work with to produce the compilation CDs that are sold in Starbucks stores?
(a) RedEye Music.
(b) Infinity Music.
(c) Koch Entertainment.
(d) AEI Music.

4. What year does United Airlines begin serving Starbucks coffee on its flights?
(a) 1997.
(b) 1994.
(c) 1996.
(d) 1995.

5. What temporary solution do Starbucks employees have for serving coffee that is too hot for customers to hold?
(a) Waiting over a minute before serving it.
(b) Using two paper cups to serve it.
(c) Placing it in a refrigerated container just before serving it.
(d) Adjusting the temperatures of the coffee brewers.

Short Answer Questions

1. When the Starbucks food and beverage department first tries to expand on the icy drink, what is the result?

2. What comparison does United Airlines make about its decision to serve Starbucks coffee on its flights?

3. During the crisis, what country does Starbucks buy a huge quantity of coffee from to stock?

4. How does Howard consider the task of meeting the expectations of Wall Street after the company goes public?

5. Which insect does Vincent Eades use in a metaphor to describe the Starbucks way of doing things?

Short Essay Questions

1. What reference is included at the end of Pour Your Heart Into It, and how does it reflect Howard's success with Starbucks?

2. What is an example of a negative claim that was made against Starbucks?

3. What crisis hits the coffee industry and how does Starbucks initially react?

4. Who is Scott Bedbury and why does Howard hire him to work for the company?

5. How does Howard find a bank to take Starbucks public?

6. What is the paper cup problem that Starbucks encounters and how is it solved?

7. How does Starbucks choose the design for its stores?

8. How is the quality problem of the coffee served on United Airlines flights solved?

9. What decisions does Starbucks make when the crisis is extended and eventually passes?

10. Why does Howard agree to allow United Airlines to serve Starbucks coffee on their flights?

(see the answer keys)

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