In the Excel spreadsheet approach in Appendix 10B in the text, each variance has its own clearing account that appears on the right-hand side of the "=" sign. This enables us to record all favorable variances as increases to their respective clearing accounts and all unfavorable variances as decreases to their accounts.
Answer the following statement true (T) or false (F)
True
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When responding to a customer's complaint about one of your company's services, you should
A) soften the situation with excuses such as "Nobody's perfect" or "Mistakes will happen." B) use a generous, grudging tone. C) use a standard form letter, with blanks left for filling in unique information in neat handwriting. D) avoid blaming anyone in your organization by name. E) always find a way to blame the customer for the problem.
Which of the following is not a suggested strategy for reducing unhealthy stressors in organizations?
A. provide employee assistance programs B. recommend a holistic wellness approach C. make jobs interesting D. develop a more formal structure with close, authoritative supervision E. make career counseling available
In terms of difficulty, the best goals are
A. just beyond what is achievable, to maximize motivation. B. easy to attain, so failure will not hurt morale. C. challenging but realistic. D. impossible to really reach, because they are meant only to be idealistic and inspirational. E. easy or hard, since both work equally well.
The ________ should be used as a measure of location if the distribution is asymmetric and the variable is measured on an ordinal scale
A) mean B) mode C) median D) maxima E) ranking order