Ifsta Company Officer Chapters F

Front 1

The composition of internal customers can be determined by?

Back 1

Using an internal survey

Front 2

Most accurate statement about external customers

Back 2

External customers include the people responsible for providing the majority of funds needed to operate the organization.

Front 3

The needs, wants, and desires of people...

Back 3

Vary from day to day

Front 4

What is a want of internal customers?

Back 4

Safe work environment

Front 5

Keeping pace with the __?__ of the service area will ensure that external customers needs are fulfilled

Back 5

Demographics

Front 6

Who is responsible for responding to the complaints and requests of constituents?

Back 6

Stakeholders

Front 7

If the fire and emergency services fail to provide the service needs of the public, who is perceived to be unable to manage the organization?

Back 7

Stakeholders

Front 8

In cases of political crisis, stakeholders can change the fire and emergency service organization by?

Back 8

Changing the organization's responsibilities

Front 9

What are some ways to gather information on the needs/wants/desires of customers?

Back 9

1) Holding periodic meetings
2) Conducting customer surveys
3) Performing informal interviews

Front 10

What are some ways that a customer survey can be conducted?

Back 10

1) By hand at shopping centers
2) By mail with customer utility bills
3) Through postincident service evaluation cards

Front 11

What is a benefit of customer surveys?

Back 11

Customer surveys are relatively inexpensive to develop

Front 12

What is a limitation of customer surveys?

Back 12

Customer surveys usually limit the response to the questions listed on them

Front 13

After gathering customer's needs/wants/desires, what is the first stepin interpreting that information?

Back 13

Analyze the information and separate realistic needs from wants and desires

Front 14

To determine the success of failure of any change in service made as a result of customer needs, the change should be monitored for...

(how long?)

Back 14

The life of the change

Front 15

What are ways in which changes based on customer needs can be monitored?

Back 15

1) Meetings
2) Interviews
3) Customer satisfaction surveys

Front 16

For the effective and efficient operation of any fire and emergency services organization ______ are essential

Back 16

Written policies and procedures

Front 17

Policies and procedures are __?__ monitored for effectiveness

Back 17

Continually

Front 18

A __?__ is a guide to decision-making within an organization

Back 18

Policy

Front 19

Policies originate with?

Back 19

Top Management

Front 20

What is the Company Officer's duty regarding policies?

Back 20

To understand and apply policies fairly, consistently and with discretion

Front 21

A policy __?__ determines whether current policies are effective and enforceable

Back 21

Analysis

Front 22

Which statements about unwritten policies are accurate?

Back 22

A) Unwritten policies develop where no clear policy exists
B) Unwritten policies are a result of tradition within the organization
C) Unwritten policies are also known as organizational norms or past practices

Front 23

A __?__ is a detailed plan of action

Back 23

Procedure

Front 24

Procedures are better developed..

Back 24

At the Company Officer level

Front 25

What is an indicator that a policy or procedure needs to be changed?

Back 25

Injuries caused due to a failure of the policy or procedure

Front 26

What is the first step when a policy or procedure must be revised?

Back 26

Define the problem

Front 27

When revising a policy or procedure, how many solutions should be developed?

Back 27

Two

Front 28

Responsibility for the monitoring of all policies and procedures rests with the __?__ of the organization

Back 28

Chief Officers

Front 29

Based upon the authority delegated to the fire officer to implement organizational policies and procedures

Back 29

Orders

Front 30

These are based on policies and procedures...

Back 30

1) Orders
2) Requests
3) Commands