As the customer service manager for a heating and air conditioning firm, you are constantly bombarded with complaints about service people not showing up, not having the parts needed to make repairs, and being unable to quickly get the materials needed to fix things. You decide to bring in a marketing consultant to assist you with these problems. What area of marketing specialization would you look for in a marketing consultant and what recommendations would you expect to receive? Be specific; this is a heating and air conditioning firm.
What will be an ideal response?
The problems span the organization from suppliers, to company employees, to customers. You would probably look for a supply chain management specialist and look for recommendations to coordinate parts inventories with vendors, train service personnel in inventory management, and improve communication among the service personnel, customers, and scheduling office.
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When a leader has a predominant leadership style that she uses in most situations, it is called a(n) ______ approach.
a. flexible b. leader-focused c. inflexible d. follower-focused
Transactions are not entered directly into ledger accounts because:
a. It is too difficult to identify individual transactions. b. Finding errors is difficult. c. Both of these are correct. d. Neither of these are correct.
According to Argyris and Schon’s (1978) three-level model of organizational learning, which is best described as “questioning the suitability of norms, practices, policies, and procedures that define performance standards”?
a. single-loop learning b. double-loop learning c. triple-loop learning d. quadruple-loop learning
Which of the following is generally NOT in the introductory paragraph of a contract?
a. The date of the contract b. The covenants of the contract c. The parties to the contract d. The nature of the contract