PMK3264 Chapter 3

"An active resolution to a challenging problem"

This statement is definition of __________

• handling customer

• customer service process

• problem solving

• excellent customer service

To actively confront the challenge of problem solving, organizations must prepare employees with _______.

• training

• opportunities

• assistance

• scheme

_______ is the ability to produce novel and useful ideas.

• Reputation

• Creativity

• Comprehensive

• Innovation

There are THREE components of creativity : ________

• knowledge, inner guide, intention

• expertise, creative thinking and motivation

• skills, logical thinking, intuition

• expertise, positive thinking, willingness

_______ provides a opportunity to obtain information

• Motivation

• Action

• Criticism

• Reaction

There are _____ steps in problem solving model.

• 8

• 6

• 9

• 7

The first step in problem solution model is ______.

• Observe and evaluate the solution’s impact

• Identify the problem

• Select the best solution

• Understand the problem’s unique characteristics and the possible outcomes

The fourth step in problem solution model is ______.

• Define the requirements of a possible solution considering the company policies currently in place

• Identify possible solutions

• Implement the solution

• Observe and evaluate the solution’s impact

The last step in problem solution model is ______.

• Observe and evaluate the solution’s impact

• Implement the solution

• Select the best solution

• Identify solution

________ a strategy for problem solving that provides a visual representation of the problem and the facts related to it

• Brainstorming

• Diagramming

• Negotiation

• Organizational structure