Seema John,the Floor Supervisor at a Call Center,calls Bryan,an Executive,into

question 14

Multiple Choice

Seema John,the floor supervisor at a call center,calls Bryan,an executive,into her office.She reports observing a few critical omissions in his calls,a finding supported by recent customer surveys.Bryan feels that Seema is just throwing her weight around.Which component of collaboration seems to be dysfunctional in this scenario?

• A)Seema seems to be poor in workflow management.
• B)Bryan needs to learn to receive feedback.
• C)Seema's content management skills are questionable.
• D)The office lacks a communication system.

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Definitions:

Customer Satisfaction

The level of contentment or pleasure a customer derives from the purchase of goods or services and their experience with a company.

Total Quality Management

An organization-wide approach focused on continuous improvement in all aspects of the business, aiming for long-term success through customer satisfaction.

Incremental Change

A gradual, step-by-step approach to change, focusing on small improvements or adjustments rather than radical shifts.

Offshoring

The practice of relocating a company's business process or production to a foreign country to reduce costs.