Exin VERISME Quiz 1 Topic 2 Questions 1-5

Question: 1

New technology has led to changes within organizations.

Which is one of these changes?

AServices are driven by stable management practices which discourage technology innovation.

BServices can be delivered from anywhere to anywhere.

CServices now undergo a more rigid functional change approach within organizations.

DServices that rely on traditional rigid management approaches are preferable to organizations.

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Question: 2

What is the first important step in the Kotter's Organizational Change Management (OCM) model?

ABuild a guiding coalition

BCreate a sense of urgency

CGenerate short-term wins

DInstitute change

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Question: 3

Which is the objective of service measurement?

ATo demonstrate compliance with laws, regulations and contractual commitments

BTo enable service providers to manage the performance capabilities of underpinning service elements

CTo enable the consumer to understand the costs of providing the service

DTo quantify and qualify the results or outcomes provided by a service

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Question: 4

What is the most important element of creating a service culture?

AEmpowering the employees to make decisions on their own

BMeasuring the service culture in order to identify improvement ideas

CShowing the consumer that they are valued by actions ratherthantelling them

DTraining employees and managers in good service behavior

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Question: 5

Emotional intelligence defines two main competencies: personal and social.

Which two skills belong to the social competence?

AJoining social groups and actively communicating with them

BKnowing social media and what people or situations can influence us

CSocial awareness and relationship management

DSocial content management and using social techniques

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Exin VERISME Quiz:1 Topic:2 Questions:1-5