Question 1

Which of the following service audit questions belong within the employee productivity component?
A)How does the firm define customer loyalty?
B)Does the firm set employee retention goals?
C)Does the firm measure profits from referrals?
D)How does the firm measure employee productivity?
E)When customers do not return,do we know why?

Accepted Answer

The question "How does the firm measure employee productivity?" directly pertains to the employee productivity component.

Question 2

The culture change program that teaches personnel to flowchart their activities and to re-engineer the process to better serve their customers is called:
A)"change the way we work."
B)"orientation change."
C)"change the way you work."
D)"customers are your customers."
E)"putting the customer first."

Accepted Answer

The program "change the way we work" focuses on teaching personnel to flowchart their activities and re-engineer processes to improve customer service.

Question 3

Discuss the importance of organizational culture

Accepted Answer

The answer of Discuss the importance of organizational culture...

Question 4

The cultural change initiative,"change the way we work" is most directly related to:
A)empowerment.
B)enfranchisement.
C)re-engineering.
D)recruitment.
E)training.

Accepted Answer

The cultural change initiative "change the way we work" is most directly related to re-engineering. Re-engineering involves redesigning how work is done in an organization to improve efficiency, productivity, and quality. Changing the way employees work requires significant changes to the processes and systems that support their work, which is the essence of re-engineering. Empowerment, enfranchisement, recruitment, and training are related to other aspects of organizational change but are not directly related to re-engineering.

Question 5

Which one of the following service audit questions does NOT belong within the profit and growth component?
A)How does the firm define customer loyalty?
B)Does the firm set employee retention goals?
C)Does the firm measure profits from referrals?
D)What proportion of funds are spent on customer retention as opposed to attracting new customers?
E)When customers do not return,do we know why?

Accepted Answer

Employee retention goals are more related to internal operations and human resources rather than directly impacting profit and growth through customer-related metrics.

Question 6

The culture change program that allows personnel to break the rules in the context of serving their customers is called:
A)"change the way we work."
B)"orientation change."
C)"change the way you work."
D)"customers are your customers."
E)"putting the customer first."

Accepted Answer

The program "change the way you work" is designed to empower employees to adapt and break rules if necessary to better serve their customers.

Question 7

Revamping the firm's evaluation and promotion procedures are attempts to change the organization's culture through:
A)systems.
B)structure.
C)people.
D)empowerment.
E)culture-change initiatives.

Accepted Answer

Revamping evaluation and promotion procedures are changes in the organization's systems, which can impact the culture by setting new expectations and norms. This can help shift the culture towards a greater focus on performance, merit-based recognition and career development opportunities.

Question 8

Which of the following service audit question does NOT belong within the external service value component?
A)How does the firm measure value?
B)How is information on customer perceptions of the firm's value shared within the company?
C)Does the firm actively measure the gap between customer expectations and perceptions of services delivered?
D)Is service recovery an active strategy discussed among management and employees?
E)Are employees aware of internal and external customers?

Accepted Answer

The question about whether employees are aware of internal and external customers belongs to the internal service value component, as it concerns the company's internal processes and employee training rather than the customer's perceptions of the company's value.

Question 9

Programs such as "putting the customer first" and "change the way you work" are attempts to change the organization's culture through:
A)systems.
B)structure.
C)people.
D)culture change initiatives.
E)mergers.

Accepted Answer

Both "putting the customer first" and "change the way you work" are examples of culture change initiatives, which aim to shift the values, beliefs, and practices within an organization. They often involve a combination of training, communication, and reinforcement to promote new behaviors and attitudes among employees. While systems and structure can influence culture, these initiatives target the underlying cultural norms and assumptions that guide employee behavior. People and mergers can also influence culture, but they typically involve more significant changes to the organization's composition and are not as targeted in their approach to culture change.

Question 10

Explain the relevance of interfunctional task forces and interfunctional transfers as they relate to corporate culture.

Accepted Answer

The answer of Explain the relevance of interfunctional task forces...

Question 11

Which of the following is NOT a major component of the service audit?
A)profit and growth audit
B)employee productivity audit
C)customer satisfaction audit
D)servuction system audit
E)leadership audit

Accepted Answer

The answer of Which of the following is NOT a...

Question 12

The culture change program that teaches "families" of personnel to reinforce one another on the job is called:
A)"change the way we work."
B)"orientation change."
C)"change the way you work."
D)"customers are your customers."
E)"putting the customer first."

Accepted Answer

The answer of The culture change program that teaches "families"...

Question 13

In the effort to create a more customer-focused organization,one of the approaches to changing the culture through structure is:
A)utilizing the marketing department as a change agent.
B)restructuring the firm around the customer experience.
C)bring in outsiders to change the culture.
D)revamping the firm's reward systems.
E)utilizing the marketing department as a change agent,and restructuring the firm around the customer experience.

Accepted Answer

Restructuring the firm around the customer experience directly impacts how the organization operates in a manner that is more aligned with customer needs and expectations. Utilizing the marketing department as a change agent leverages the department's insights into customer behaviors and preferences to drive organizational change. Both approaches are focused on aligning the organization's structure and culture with a customer-centric perspective.

Question 14

Discuss the concept of seamlessness.

Accepted Answer

The answer of Discuss the concept of seamlessness....

Question 15

If XYZ company hires a new manager from outside the firm as opposed to promoting someone from within,the company may be attempting to change the culture of the organization through:
A)systems.
B)structure.
C)people.
D)rewards.
E)culture-change initiatives.

Accepted Answer

Hiring a new manager from outside the firm means bringing in new people with different experiences, backgrounds, and perspectives. This can lead to a shift in the company's culture as the new manager brings in new values, ideas, and expectations. Therefore, changing the people can be a way to change the culture of the organization. The other options (A, B, D, E) may also contribute to cultural change, but they are not as directly related to the hiring decision as the people involved.

Question 16

Typical approaches to changing the organizational culture by changing the structure of the organization include:
A)developing culture-change training programs.
B)interfunctional task forces and transfers.
C)bringing in outsiders to change the culture.
D)revamping the firm's reward systems.
E)positive reinforcement.

Accepted Answer

Interfunctional task forces and transfers are structural changes that can help break down silos and encourage a more integrated and collaborative culture within an organization.

Question 17

Briefly discuss the six key relationships depicted in the "service triangle."

Accepted Answer

The answer of Briefly discuss the six key relationships depicted...

Question 18

Discuss the importance of internal logics.

Accepted Answer

The answer of Discuss the importance of internal logics....

Question 19

The formal reporting hierarchy normally represented in an organizational chart is called the:
A)​culture.
B)​structure.
C)​systems.
D)​human resources.
E)​interfunctional task force.

Accepted Answer

The formal reporting hierarchy is the structural aspect of an organization and is typically represented in an organizational chart, making choice B the best option. Culture refers to the shared values, beliefs, and practices of an organization. Systems refer to the processes and procedures used to carry out tasks. Human resources refer to the department responsible for managing employees. An interfunctional task force is a team made up of members from different departments to work on a specific project.

Question 20

The series of questions that force the firm to think about what drives its profits is called:
A)blueprinting.
B)flowcharting.
C)process flows.
D)service audit.
E)service-profit chain.

Accepted Answer

A service audit involves a series of questions that help a firm analyze and understand the factors driving its profits, focusing on service delivery and customer satisfaction.

Quiz 15: Pulling the Pieces Together: Creating a World Class Service Culture

Which of the following service audit questions belong within the employee productivity component?

The culture change program that teaches personnel to flowchart their activities and to re-engineer the process to better serve their customers is called:

Discuss the importance of organizational culture

The cultural change initiative,"change the way we work" is most directly related to:

Which one of the following service audit questions does NOT belong within the profit and growth component?

The culture change program that allows personnel to break the rules in the context of serving their customers is called:

Revamping the firm's evaluation and promotion procedures are attempts to change the organization's culture through:

Which of the following service audit question does NOT belong within the external service value component?

Programs such as "putting the customer first" and "change the way you work" are attempts to change the organization's culture through:

Explain the relevance of interfunctional task forces and interfunctional transfers as they relate to corporate culture.

Which of the following is NOT a major component of the service audit?

The culture change program that teaches "families" of personnel to reinforce one another on the job is called:

In the effort to create a more customer-focused organization,one of the approaches to changing the culture through structure is:

Discuss the concept of seamlessness.

If XYZ company hires a new manager from outside the firm as opposed to promoting someone from within,the company may be attempting to change the culture of the organization through:

Typical approaches to changing the organizational culture by changing the structure of the organization include:

Briefly discuss the six key relationships depicted in the "service triangle."

Discuss the importance of internal logics.

The formal reporting hierarchy normally represented in an organizational chart is called the:

The series of questions that force the firm to think about what drives its profits is called: