Which One of the Following Statements Is True of the Models

question 40

Multiple Choice

Which one of the following statements is true of the models of organizational performance?

• A) The theory of the Service-Profit Chain model is that employees, through the service delivery system, create customer value and drive profitability.
• B) The five performance perspectives of the balanced scorecard model are cost, time, quality, flexibility, and innovation.
• C) The external perspective in the balanced scorecard model includes value-creation and support processes.
• D) The strategic planning category of Baldrige model focuses on reviewing data and using the results to improve the performance of an organization.

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Definitions:

Downward Communication Systems

This refers to the flow of information from higher levels of management or leadership down to lower-level employees within an organization, facilitating instructions, policies, and feedback.

Employee Involvement

A management practice whereby employees are given the opportunity to participate in decision-making processes within an organization, thereby contributing to improvements in productivity, morale, and ownership.

Employee Satisfaction

The level of contentment and positive feelings employees have towards their job and workplace environment.

Upward Communication

Communication that begins in the organization and proceeds up the hierarchy to inform or influence others.