A(n) _____ is a way of performance evaluation that provides managers a choice to look at the overall company performance or the performance of departments of functions (such as training) from the view of internal and external customers, employees, and shareholders.

Using the information in his company's ________ lets a telemarketer respond to customer inquiries more effectively because he or she can see a total picture of the customer relationship

A) data warehouse B) call back list C) call rejection list D) bibliographic database E) customer-value hierarchy

The ________ Act provides for the arbitration of disputes involving collective bargaining agreements

a. Economic Opportunity b. Labor Management Relations c. Social Security d. Goldwater-Nichols Act