Job aids assist customers in assisting customers in all but which of the following ways?
a. They assist customers to be co-producers of their own service.
b. They reinforce prior training.
c. They can assist in providing a miniature training program.
d. They can take the place of all customer assistance telephone lines.
d
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For purposes of annual budgeting, it is better to
A) express goals very broadly to allow for flexibility. B) ignore goals altogether and focus instead on savings. C) express income goals concretely and expense goals broadly; this usually assures adequate savings. D) express all goals concretely, which then reduces all goals to yearly consumption and savings targets.
The control process consists of three steps: measuring actual performance, comparing results to standards, and ________
A) creating new standards B) adjusting actual performance C) retraining employees D) forecasting performance E) taking corrective action