A Survey of Employee Satisfaction Among a County's 9-1-1 Dispatchers

question 41

Multiple Choice

A survey of employee satisfaction among a county's 9-1-1 dispatchers found that employees struggle to keep up with calls, feel little or no control over their situation, and constantly worry about making mistakes. A suggestion is made to simplify the jobs in order to deal with these sources of dissatisfaction. Why would simplifying the jobs be beneficial in this case?

• A) The employees face few challenges already.
• B) The costs of employee errors are severe.
• C) The scope for employee errors is minimal.
• D) The employees do not engage in multitasking.
• E) The information-processing requirements of the job are minimal.

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Definitions:

Information Technology

The use of computers, storage, networking, and other physical devices, infrastructure, and processes to create, process, store, secure, and exchange all forms of electronic data.

Process Chart

Graphic representation that depicts a sequence of steps for a process.

Time Axis

The graphical representation of time in charts or graphs, often serving as the horizontal axis to plot time-dependent data.

Service Blueprinting

A process analysis technique that lends itself to a focus on the customer and the provider’s interaction with the customer.