Organisational Culture Quiz

What does an organisation's 'culture' generally inform or guide?

• The organisation's financial goals

• The organisation's core values

• The organisation's marketing strategy

• The organisation's technological advancements

What does a 'service culture' specifically indicate in an organisation?

• Profit maximization is the top priority

• Employee satisfaction is the top priority

• Customer satisfaction is the top priority

• Innovation is the top priority

How are service values usually reflected in an organisation?

• Through financial reports and budgets

• Through shared beliefs and rules

• Through marketing campaigns

• Through technological advancements

What do shared beliefs in an organisation include?

• Financial goals and budgets

• Marketing strategies and campaigns

• Essential beliefs, concepts, and principles

• Technological advancements

What do rules in an organisation govern?

• Financial transactions

• Marketing strategies

• Conduct or procedure within a particular area of activity

• Technological innovations

What is the response of an individual or group to an action, environment, person, or stimulus called?

• Policies

• Procedures

• Behaviours

• Service level agreement

What are the principles, rules, and guidelines adopted by an organisation to reach its long-term goals known as?

• Procedures

• Policies

• Behaviours

• Service level agreement

What term describes the methods used to direct policies in day-to-day operations?

• Policies

• Behaviours

• Procedures

• Service level agreement

What is a contract between a service provider and its internal or external customers that documents what services the provider will furnish called?

• Policies

• Procedures

• Behaviours

• Service level agreement

Which of the following is an example of an organisational service culture?

• Employees focusing on their own tasks without considering customer needs

• Sales and service employees putting customer needs first when presenting solutions

• Implementing policies without considering their impact on customers

• Ignoring customer feedback in service improvement