Bank of America Uses a Complex Polling System Coupled with a Customer

question 23

Multiple Choice

Bank of America uses a complex polling system coupled with a customer response measurement system to assess consumers' responses to new products and services.Bank of America is using a __________ program to improve service quality and service offerings.

• A) quality gap analysis
• B) empowerment
• C) zone of tolerance
• D) standards analysis
• E) voice-of-customer

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Definitions:

Leadership Development

Educational programs and practices aimed at enhancing the skill set, capabilities, and performance of current and potential leaders in an organization.

Succession Management

The systematic process of determining critical roles within the organization, identifying and evaluating possible successors, and developing them for these roles.

HR Forecasting

The process of estimating the future human resources needs of an organization based on current data, trends, and projected future events.

HR Gap Analysis

The process of identifying the difference between the current capabilities of the workforce and the required skills and capacities to meet organizational objectives.