Aisha Is an Office Worker in a Large Insurance Company

question 23

Multiple Choice

Aisha is an office worker in a large insurance company. Her job basically consists of responding to customer enquiries and complaints by telephone. Aisha's manager recently asked her to design a spreadsheet to record the different types of customer enquiries and complaints she and other office workers received. Which of the following would be the best description of what has taken place?

• A) Multi-tasking.
• B) Multi-skilling.
• C) Electronic control enhancement.
• D) Efficiency enhancement.

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Definitions:

Financial Perspective

An aspect of the balanced scorecard that focuses on financial performance indicators to assess an organization's success in generating value for shareholders.

Manufacture Cycle

This term, likely intending to mean "Manufacturing Cycle," describes the complete process from obtaining raw materials to the delivery of the finished goods.

Product Quality

The characteristics of a product that determine its ability to meet the needs or expectations of customers, including durability, functionality, and appearance.

Internal Business

Business activities and processes that occur within a company, focusing on internal operations and strategies.