In an Attempt to Improve Upon Customer Service,Terrapin Toys Decided

question 113

Multiple Choice

In an attempt to improve upon customer service,Terrapin Toys decided to assign a team to investigate what kinds of services competing companies offered.The team discovered that a smaller company,Gorilla Games,Inc. ,seemed to have outstanding customer service.The team then determined the major differences between the two companies and developed a plan to incorporate the best elements of Gorilla Games,Inc into Terrapin Toys.This illustrates effective

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

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Definitions:

Vroom-Jago

A decision-making model that helps leaders determine how much involvement their teams should have in the decision-making process.

Leader-Participation Model

A framework suggesting the degree of employee involvement in decision-making depends on the situation and leadership style.

Decision-Making Method

A systematic process or set of steps designed to guide individuals or organizations in identifying and choosing among alternative options to solve a problem or achieve a goal.

Transformational Leadership

A style of leadership where the leader works with teams to identify needed change, creating a vision to guide the change through inspiration, and executing the change in tandem with committed members of the group.