Top Executives of a Health Maintenance Organization (HMO) Were Discussing

question 141

Multiple Choice

Top executives of a health maintenance organization (HMO) were discussing a proposal to start providing each patient with a short customer satisfaction survey that would be on a card given to the patient when he/she left one of the HMO's clinics. All the patient had to do was to complete the survey items and drop the card in a mailbox; the HMO would pay the return postage. After several minutes, one of the executives said, "I don't like this idea at all, because the only people who will respond to the survey are people who want to complain about something." Apparently, this executive doesn't understand that:

• A) Most companies don't pay any attention to customer surveys anyway.
• B) Complaints can bring implementation problems to light so that the company can fix them.
• C) No one answers surveys that are sent through the mail.
• D) Implementation problems that are unresolved often result in dissatisfied patients who may choose other health care providers.
• E) Both Complaints can bring implementation problems to light so that the company can fix them; and Implementation problems that are unresolved often result in dissatisfied patients who may choose other health care providers.

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Definitions:

Sales

The activity or process of selling goods or services in exchange for money or compensation.

Revenue

The income generated from normal business operations and includes discounts and deductions for returned merchandise.

Capacity Flexibility

The ability of a production system to adjust its output in response to fluctuations in demand.

Part-Time Workforce

Employees who work less than the standard working hours, often offering businesses flexible labor options and workers a more adaptable schedule.