At USAA Call Centers,each Caller Is Immediately Addressed by Rank

question 165

Multiple Choice

At USAA call centers,each caller is immediately addressed by rank and name.Workers receive training on helping customers across product lines and transferring them to subject experts.Callers are always invited to answer a survey about their call experience.This example focuses on which component of the quality management strategy?

• A) Technology
• B) Materials
• C) Employee involvement
• D) Methods
• E) Operations

---

Definitions:

Chance Behavior

Unpredictable actions or events that occur without a definitive pattern, often analyzed in probability and statistics.

Computerized Model

A digital simulation or representation of a real-world process, system, or concept designed to study its behavior and make predictions.

Mathematical Modeling

The process of creating a mathematical representation of a real-world situation or system to analyze and predict its behavior.

Lead Time

In purchasing systems, the time between recognition of the need for an order and receiving it; in production systems, it is the order, wait, move, queue, setup, and run times for each component.