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

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Definitions:

Smooth ER

A part of the endoplasmic reticulum that lacks ribosomes and is involved in lipid synthesis and detoxification processes.

Ribosomes

Cell organelles that function as the site of protein synthesis, reading the sequence of messenger RNA to create polypeptides and proteins.

Chloroplasts

Organelles found in the cells of green plants and photosynthetic algae, where photosynthesis takes place, converting light energy into chemical energy.

Photosynthesis

The process by which green plants and certain other organisms transform light energy, usually from the sun, into chemical energy stored in glucose.