Use LEFT and RIGHT arrow keys to navigate between flashcards;
Use UP and DOWN arrow keys to flip the card;
H to show hint;
A reads text to speech;
30 Cards in this Set
- Front
- Back
The composition of internal customers can be determined by? |
Using an internal survey |
|
Most accurate statement about external customers
|
External customers include the people responsible for providing the majority of funds needed to operate the organization.
|
|
The needs, wants, and desires of people...
|
Vary from day to day
|
|
What is a want of internal customers?
|
Safe work environment
|
|
Keeping pace with the __?__ of the service area will ensure that external customers needs are fulfilled
|
Demographics |
|
Who is responsible for responding to the complaints and requests of constituents?
|
Stakeholders |
|
If the fire and emergency services fail to provide the service needs of the public, who is perceived to be unable to manage the organization?
|
Stakeholders
|
|
In cases of political crisis, stakeholders can change the fire and emergency service organization by?
|
Changing the organization's responsibilities
|
|
What are some ways to gather information on the needs/wants/desires of customers?
|
1) Holding periodic meetings
2) Conducting customer surveys 3) Performing informal interviews |
|
What are some ways that a customer survey can be conducted?
|
1) By hand at shopping centers |
|
What is a benefit of customer surveys?
|
Customer surveys are relatively inexpensive to develop
|
|
What is a limitation of customer surveys?
|
Customer surveys usually limit the response to the questions listed on them
|
|
After gathering customer's needs/wants/desires, what is the first stepin interpreting that information?
|
Analyze the information and separate realistic needs from wants and desires
|
|
To determine the success of failure of any change in service made as a result of customer needs, the change should be monitored for...
(how long?) |
The life of the change
|
|
What are ways in which changes based on customer needs can be monitored?
|
1) Meetings |
|
For the effective and efficient operation of any fire and emergency services organization ______ are essential
|
Written policies and procedures
|
|
Policies and procedures are __?__ monitored for effectiveness
|
Continually
|
|
A __?__ is a guide to decision-making within an organization
|
Policy
|
|
Policies originate with?
|
Top Management
|
|
What is the Company Officer's duty regarding policies?
|
To understand and apply policies fairly, consistently and with discretion
|
|
A policy __?__ determines whether current policies are effective and enforceable
|
Analysis
|
|
Which statements about unwritten policies are accurate?
|
A) Unwritten policies develop where no clear policy exists |
|
A __?__ is a detailed plan of action
|
Procedure
|
|
Procedures are better developed..
|
At the Company Officer level
|
|
What is an indicator that a policy or procedure needs to be changed?
|
Injuries caused due to a failure of the policy or procedure
|
|
What is the first step when a policy or procedure must be revised?
|
Define the problem
|
|
When revising a policy or procedure, how many solutions should be developed?
|
Two
|
|
Responsibility for the monitoring of all policies and procedures rests with the __?__ of the organization
|
Chief Officers
|
|
Based upon the authority delegated to the fire officer to implement organizational policies and procedures
|
Orders
|
|
These are based on policies and procedures...
|
1) Orders
2) Requests 3) Commands |