To Improve Customer Service in Its Overseas Call Center, Bell

question 67

Multiple Choice

To improve customer service in its overseas call center, Bell Software decided to investigate the call center practices of competing companies. The team discovered that a smaller company, Bumblebee Software Inc., seemed to have outstanding customer service. The team then determined differences between the organizations and developed a plan to incorporate the best elements of Bumblebee into Bell. This illustrates

• A)environmental dynamism.
• B)benchmarking.
• C)strategic maneuvering.
• D)cooperative action.
• E)forecasting.

Understand the basic principles of preparing financial statements and the effects of certain transactions on these statements.

Recognize the primary responsibilities for the information provided in financial statements.

Understand the cash flow statement and differentiate between operating, investing, and financing activities.

Understand and calculate net cash flow from investing activities.

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Definitions:

Standard of Value

A recognized measure that people use to set prices and make economic evaluations, such as a currency.

Finance Companies

Businesses that offer short-term loans at substantially higher rates of interest than banks.

Stocks and Bonds

Financial instruments; stocks represent ownership shares in a company, while bonds are loan agreements between the bond issuer and an investor.