Of the Four Activities That Make a Firm Customer-Centric,cooperation Involves

question 39

Multiple Choice

Of the four activities that make a firm customer-centric,cooperation involves:

• A) helping employees at a firm develop the right skills needed to better serve customers.
• B) creating structural mechanisms at the firm that allow workers to organize their activities to focus more exclusively on creating value for customers.
• C) developing relationship with parties outside the firm to increase the value of the firm's offerings.
• D) using informal methods such as incentives to encourage people in the organization to come together in the spirit of serving customers.

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Definitions:

Nonintrusive

A term describing techniques or methods that do not require physical alteration or penetration of a system or object to assess or interact with it.

Monitor

To observe and check the progress or quality of something over a period, often through the use of instruments or sensors.

Pending Code

A diagnostic trouble code that is stored in memory, but not displayed, the first time the ECM detects a potential fault. A second trip is required to confirm the fault and display a hard code.

Fault

An error or malfunction in a system, particularly in electrical or mechanical systems, indicating a deviation from normal operation.