Which of the following statements is not true?
A. A balanced scorecard is an integrated set of performance targets, both financial and nonfinancial, that are derived from an organization's strategies about how to achieve its goals.
B. Total quality management (TQM) seeks to continuously improve the government's ability to meet or exceed demands from customers who might be external, such as taxpayers and service recipients, or internal, such as the customers of an internal service fund.
C. Customer relationship management (CRM) systems create an integrated view of a customer to coordinate services from all channels of the organization with the intent to improve the long-term relationship the organization has with its customer.
D. Service efforts and accomplishments (SEA) reporting links customer (taxpayer and other resource provider) satisfaction to improvements in the operating systems and processes used to provide goods and services.
Answer: D
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Which one of the following statements is false?
a. Gap analysis analyzes how well the company uses "General Accounting Principles". b. Gap analysis compares the current cost management system (CMS) to the proposed CMS. c. Technology has a significant impact on CMS. d. Top management can prioritize which gap issues should be addressed and in what order.
A manager who persuades employees to accept pay cuts because of low profits but fails to reveal executive bonuses is demonstrating ethical behavior
Indicate whether the statement is true or false
Team leader Derek shows integrity when he
A) gives five percent of his salary to charity. B) gives all subordinates equal praise. C) often behaves in a manner inconsistent with his values. D) accomplishes what he said he would carry out.
Managers at the Hightop Corporation are engaged in a complex process of revising their organization's mission and goals and developing corporate strategy, marketing objectives, marketing strategy, and, eventually, a marketing plan. This process is called
A. marketing planning. B. strategic planning. C. marketing strategy. D. corporate strategy. E. strategic business planning.