SOS DAY 7 KEY TERMS: CUSTOMER
SERVICE/QUALITY EXAM QUESTIONS
WITH COMPLETE ANSWERS
Board of Directors - Answer-group of individuals are responsible for developing the
company's overall strategy and major policies.
Company Resources - Answer-includes financial (fiscal), human (employees), and
capital (long-term investments) resources; formal strategic plan is generally not
available to all employees.
Customer - Answer-is an individual or business that buys the company's product.
Dependable - Answer-means that you are reliable and taking responsibility to assist a
customer.
Employee Loyalty - Answer-is an employee's obligation to consistently support a
companyand its mission.
Strategic Issues - Answer-typically ranges from three to five years or more.
Innovation - Answer-is an introduction of a new product.
Middle Managers - Answer-typically have the title of director or manager; these
individuals work on tactical issues.
Productivity - Answer-means to perform a function that adds value to the company.
Supervisor - Answer-only concern themselves with operational issues, successful
employees and understand the bigger picture of the company's overall tactics and
strategy.
Product - Answer-is what is produced by a company.
Profit - Answer-is revenue (money coming in from sales) minus expenses (the costs
involved in running the business).
Quality - Answer-is a predetermined standard that defines how a good is to be produced
or service is to be provided.
Strategic Plan - Answer-is a formal document that is developed by senior management;
identifies how the company will secure, organize, utilize and monitor its resources.
SERVICE/QUALITY EXAM QUESTIONS
WITH COMPLETE ANSWERS
Board of Directors - Answer-group of individuals are responsible for developing the
company's overall strategy and major policies.
Company Resources - Answer-includes financial (fiscal), human (employees), and
capital (long-term investments) resources; formal strategic plan is generally not
available to all employees.
Customer - Answer-is an individual or business that buys the company's product.
Dependable - Answer-means that you are reliable and taking responsibility to assist a
customer.
Employee Loyalty - Answer-is an employee's obligation to consistently support a
companyand its mission.
Strategic Issues - Answer-typically ranges from three to five years or more.
Innovation - Answer-is an introduction of a new product.
Middle Managers - Answer-typically have the title of director or manager; these
individuals work on tactical issues.
Productivity - Answer-means to perform a function that adds value to the company.
Supervisor - Answer-only concern themselves with operational issues, successful
employees and understand the bigger picture of the company's overall tactics and
strategy.
Product - Answer-is what is produced by a company.
Profit - Answer-is revenue (money coming in from sales) minus expenses (the costs
involved in running the business).
Quality - Answer-is a predetermined standard that defines how a good is to be produced
or service is to be provided.
Strategic Plan - Answer-is a formal document that is developed by senior management;
identifies how the company will secure, organize, utilize and monitor its resources.
