When Building Quality into Services, Managers Should

question 179

Multiple Choice

When building quality into services, managers should:

• A) Not worry about training because people will learn by experience.
• B) Spend all of their time watching employees to make sure that they do things right every time.
• C) Require employees to check with managers before attempting to correct any problem.
• D) Empower employees by giving them the authority to satisfy customers' needs without always checking with a supervisor.
• E) None of these alternatives is correct.

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Definitions:

Informational Leader

An individual recognized within a group or organization for their expertise and knowledge, who influences others through the sharing of information.

Generate

To produce or create something, either through physical means, ideas, or data.

Evaluate Ideas

The process of critically examining and assessing the feasibility, potential, or worth of new concepts or proposals.

Monitor Group

A collection of individuals or entities tasked with overseeing and reviewing activities, often in a research or organizational context.