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WorksheetsQSM PRE-FINAL ONLINE EXAM
Total questions: 35
Worksheet time: 12mins
It is a concept applied by many organizations to improve their company performance
SIX SIGMA
EXIT
OUTSOURCING
Is a challenges with multi-cultural teams, although English is widely used as the international business language, some organizations may face problems and disagreements because of the speaker’s accent and level of fluency
POSITIVE FEEDBACK
SELF ORGANIZATION
TROUBLE WITH ACCENT AND FLUENCY
It refers to a form or to join any legitimate workers union, free from the interference of their employer or the government
SURVEYS
SELF ORGANIZATION
AUTHORIZED CAUSE
It is an economic circumstance that are not employees’ fault
AUTHORIZED CAUSE
SIX SIGMA
LEAN
This would be often the last resort of managers when conflicts among team members are out of control
BENCHMARKING OF DESTINATIONS
EXIT
JUST CAUSE
This is when benchmarking is done in a national, regional and local level
SURVEYS
OUTSOURCING
BENCHMARKING OF DESTINATIONS
It is the simplest method of getting feedback were customers are given a series of questions, usually at the end of a service, in the form of multiple-choice questions where they can answer yes or no
SURVEYS
POSITIVE FEEDBACK
SIX SIGMA
It involves hiring a third party to handle customers feedback
EXIT
OUTSOURCING
POSITVIE FEEDBACK
Is a reflection of a job well done by the business and leverage capitalize on repeat businesses
POSITIVE FEEDBACK
EMPATHY
BENCHMARKING OF DESTINATIONS
This can be described as “making an effort to understand the customers disappointments with the service
SURVEYS
POSITIVE FEEDBACK
EMPATHY
It is a culture that supports customer service through policies, procedures, reward systems and actions
EMPOWERMENT
SERVICE CULTURE
WORK FORCE READINESS
Is the act of giving employees the authority to identify and solve guest problems or complaints on the spot and make improvements in the work processes when necessary
SERVICE CULTURE
WORK FORCE READINESS
EMPOWERMENT
This happens when service providers are recruited, trained, provided with a tools and appropriate internal systems and rewarded for good services in order to keep the promise made the customer
BRAINSTORMING
INTERNAL MARKETING
NOMINAL GROUP TECHNIQUE
This is one of the inhibitors of empowerment, it is therefore possible that some employees are not ready to face this kind of responsibility
QUALITY CICRCLES
INTERNAL MARKETING
WORK FORCE READINESS
What is NGT?
INTERNAL MARKETING
NOMINAL GROUP TECHNIQUES
INTERACTIVE MARKETING
It is a regular meeting held by a group of employees to discuss the workplace improvements
QUALITY CIRCLES
NOMINAL GROUP TECHNIQUES
IM THE BOSS SYNDROME
This is more sophisticated form of brainstorming
NOMINAL GROUP TECHNIQUES
BRAINSTORMING
SERVICE CULTURE
It involves hiring a third party to handle customers feedback
INTERACTIVE MARKETING
INTERNAL MARKETING
EMPOWERMENT
Is a reflection of a job well done by the business and leverage capitalize on repeat businesses
INTERNAL MARKETING
INTERACTIVE MARKETING
QUALITY CIRCLES
This can be described as “making an effort to understand the customers disappointments with the service
QUALITY CIRCLES
INTERACTIVE MARKETING
IM THE BOSS SYNDROME
Is an executive branch of the Philippines Government mandated as the primary policy, making, programming, coordinating and administrative entity in the field of labor and employment
(a)
It is a law enacted by President Ferdinand Marcos in 1974 which governs employment practices and labor relations in the Philippines
(a)
It can be described as “teams consisting of members coming from the different nations and backgrounds”
(a)
Lean is a concept developed by who, that is a Japanese quality pioneer, who used the concept at Toyota Motor Corp. in which the workflow must improve and waste be reduced
(a)
Is a process utilized by an organizations operations to measure and compare its internal process against other entities within or outside its industry that are considered best in terms of performance in order to find out secrets and areas for their improvements
(a)
A process between two parties, namely: the employer and the union, where terms and conditions of employment are fixed and agreed upon
(a)
To form or to join any legitimate workers union, free form interference of their employer or the government
(a)
OSH- Standard, stands for
(a)
The employer should schedule a day-off of 24 consecutive hours after (6) days of work upon consultation with the workers
(a)
The state shall protect labor promote full employment, provide equal work opportunity regulate regulations between the employees and employer
(a)
No employee can be dismissed from work except for a just or authorized cause and only after due process
(a)
This is the amount paid to an employee in exchange for the service s/he rendered to his/her employer. It may be fixed for a given period
(a)
Employers must provide workers with every kind of the of on-the-job protection against injury, sickness or death through safe and healthful working conditions
(a)
CBA, stands for
(a)
If an employee works over (8) hours h/she is entitled to (a) Pay
