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- 1. ________ typically deal with tactical issues, which tie strategy to day-to-day operations. A. Executives (vice presidents) B. Employees C. Managers (directors) D. Supervisors 2. ________ issues deal with day-to-day issues. A. Tactical B. Operational C. Strategic D. None of these 3. Customer loyalty: A. Is an employee's obligation to consistently support a company B. Gauges how happy your customers are with your good or service C. Is an important element of poor quality and customer service D. None of these6. Which of the following is not identified as a strategy common to many successful service providers? Close coordination between the marketing and operations a b. The exploitation of information to generate new business A project-oriented organizational structure d. Redirection of the strategic service vision inward to focus on employees2. Directional statements include: A. Mission, vision, and value statements B. Legally required policies C. The employee handbook D. All of these 3. ________ is a predetermined standard that defines how a product is to be produced or a service provided. A. Employee loyalty B. Transformation C. Customer loyalty D. Quality
- Which is an example of outcome? a) All of the choices b) Five new Features were added. c) Win additional new Customers d) Ten Receipts are printed in 20 seconds.1. The performance measurement system should encourage each manager to act in a manner that Select one: a. most positively supports the organization's mission and competitive strategies b. increases his/her performance reward in the form of profit sharing c. reduces the need for informational elements in support of the manager's planning function d. makes the manager's units profits as high as possible 2. Engaging in product design for manufacturability reduces Select one: a. Training costs Preproduction design time Assembly time Yes Yes Yes b. Training costs Preproduction design time Assembly time No No No c. Training costs Preproduction design time Assembly time Yes Yes No d. Training costs Preproduction design time Assembly time No Yes YesGoogle is one of the world’s leading high-tech firm. Its corporate mission is, “to organize the world’s information and make it universally accessible and useful.” Explain how Google’s mission affects the way Google develops and executes its strategy Focus on the Keywords in the Google’s Mission Statement while exploring the Google’s Corporate Info Website (https://about.google/). In the website, you should thoroughly look at the different products, activities, operations, programs, different viewers, geographic coverage, and other features to understand the overall strategies Google is pursuing. Based on your thorough analysis of the website, list down the Strategic Priorities of Google. Afterward, you are required to link the strategic priorities with the key aspects of the Google’s Mission Statement and then describe in detail how the Mission statement affects the way Google develops and executes its strategy.
- 1. If a difficult customer becomes abusive: A. Take the inappropriate behavior personally B. Expect conflict, but not accept abuse C. Yell back D. Ignore company policy and tell him or her to leave 2. Directional statements include: A. Mission, vision, and value statements B. Legally required policies C. The employee handbook D. All of these 3. ________ is a predetermined standard that defines how a product is to be produced or a service provided. A. Employee loyalty B. Transformation C. Customer loyalty D. Quality1. Read the following scenarios and explain what level of need analysis is mentioned. a. Main duties of customer service officers are handling customer complaints and direct them to correct department. In dealing with this duty they need be good communicators, empathetic and should have the correct technical information about the products. b. In the analysis of customer service department performance appraisals, HR manager identified many customer service officers do not have clear understanding about technical aspects of the products. c. ABC company is large consumer appliance retailer, recently they identified large number of complaints in social media pages from customers. The main reason was poor after sales service offered by the company.13:An organization recognizes that its current billing system has become a strategic liability and has asked its top manager to oversee development of a new electronic approach to be completed in five years. Which operational strategy should be undertaken to meet this goal? A:Changing the vision statement to incorporate the new billing system B:Investigating the organization's technology needs so the new billing system is supported C:Creating new metrics to monitor the output of the current billing system D:Announcing to the customer base that a new billing system will be installed soon
- 15. A manager of a store wants it to be the sales leader in the region. In order to achieve this goal, the manager must analyze data to determine whether objectives have been met, efficiencies achieved, and goals obtained. Which tool should this manager use for this assessment? A:Key performance indicators (KPIs) B:Revenue growth rate (RGR) C:Customer lifetime value (CLV) D:Customer acquisition cost (CAC)Why should you apologize to customers if you or your company erred? What is the best way to do it? (L.O. 3) In searching for a job, how can you build a personal brand, and why is it important to do so? (L.O. 3) How do chronological and functional résumés differ, and what are the advantages and disadvantages of each? (L.O. 4Q1)A. In which way such categories as Strategy, Organization and Information System are related? B. How IT can improve business processes?