Exam 15: Pulling the Pieces Together: Creating a World Class Service Culture

Which informal approach helps firms assess their current culture?

The series of questions that force the firm to think about what drives its profits is called:

Programs such as "putting the customer first" and "change the way you work" are attempts to change the organization's culture through:

Within the industrial management model,firms focus on:

In the effort to create a more customer-focused organization,one of the approaches to changing the culture through structure is:

Which of the following is NOT one of the key relationships that comprise the market-focused management approach?

The culture change program that teaches personnel to flowchart their activities and to re-engineer the process to better serve their customers is called:

Briefly discuss the six key relationships depicted in the "service triangle."

Each department within an organization is driven by its own internal logic.Which of the following statements most accurately reflects a marketing logic?

The culture change program that teaches "families" of personnel to reinforce one another on the job is called:

Each department within an organization is driven by it' own internal logic.Which of the following statements most accurately reflects human resources logic?

The formal reporting hierarchy normally represented in an organizational chart is called the:

Which of the following is NOT an informal approach to provide keen insights into the values and beliefs of the organization?

____ logic stresses providing customers with options that better enable the service offering to meet individual customer needs.

The culture change program that allows personnel to break the rules in the context of serving their customers is called:

If XYZ company hires a new manager from outside the firm as opposed to promoting someone from within,the company may be attempting to change the culture of the organization through:

Revamping the firm's evaluation and promotion procedures are attempts to change the organization's culture through:

Typical approaches to changing the organizational culture by changing the structure of the organization include:

Service that occurs without interruption,confusion,or hassle to the customer is called:

Each department within an organization is driven by its own internal logic.Which of the following statements most accurately reflects operations logic?