When Establishing Criteria to Measure the Success of a Customer-Oriented

question 111

Multiple Choice

When establishing criteria to measure the success of a customer-oriented business, managers should

• A) limit their attention to financial measures such as profit and return on investment since these are the only objective and quantifiable measures available.
• B) focus most of their attention on measures of employee satisfaction, since without good employees the firm will not be competitive.
• C) focus primarily on financial measures, but pay some attention to nonfinancial concerns.
• D) recognize that, while financial measures are important and should be considered, the purpose of the firm is to satisfy both internal and external customers.

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Definitions:

Abnormality

A deviation from the norm that may signal the presence of a disorder, disease, or undesirable condition.

Trephination

An ancient operation in which a stone instrument was used to cut away a circular section of the skull, perhaps to treat abnormal behavior.

Stone Instrument

A tool made of stone, typically used in historical or prehistoric contexts for various purposes, such as cutting, pounding, or as part of a ritual.

Skull

The bony structure forming the head, protecting the brain and supporting the structures of the face.