Chapter 6 Flashcards
The _____ concept is valuable because customer service satisfaction indicates how well an organization meets or exceeds the expectations of the community it serves
Consumer beliefs
Customer service
Provider critiques
Customer service
As the service area’s demographics and needs change, services need to __ with them
Revolve around beliefs
Keep pace
Stay the same
Keep pace
Information on customers needs, wants, and desires can be gathered through ____ means
Passive
Active
Passive or active
Passive or active
In this approach to information gathering for needs of customers, the organization simply waits for a customer to express a specific need, want, or desire.
Passive
Active
Passive
This approach in information gathering to customer needs is inexpensive and take very little time
Passive
Active
Passive
This approach to information gathering for customer needs, the drawback is reactive, crisis-oriented, and can be biased. When a customer finally expresses an opinion, a problem may already exist and will require immediate attention
Passive
Active
Passive
This approach to information gathering for customer needs, the organization take the initiative to seek out information on a regular basis from internal and external customers
Passive
Active
Active
This approach to information gathering for customer needs, this approach may be accomplished through periodic meetings, surveys, and informal chats or interviews
Passive
Active
Active
__ may be conducted following an emergency to determine customer satisfaction. This is another way of actively gathering information from customers
Forms
Surveys
Phone calls
Surveys
______ with subordinates are opportunities to determine if changes are needed in the work environment in policy or other work issues. This May identify the first indicators of potential trends that may affect other in the workgroup
Informal interviews
Formal interviews
Written essays
Informal interviews
To establish a positive relationship with the community, the company officer must first know who the external customers are, as well as
Their full names
Life history
Where they live and work
Favorite hobbies
Where they live and work
The company officer must also recognize and understand the ____ of the service area
Age class
Race
Demographic
Primary gender
Demographic
The reputation of the organization and the credibility of the officer depend on the resolution of
Moral support
Citizen concern
Conflicts
Citizen concerns
A problem that diversity can create between service providers and customers where a lack of understanding separates people
Not enough funding
Limited employees
An us-them mentality
An us-them mentality
One of the first skills company officers need when dealing with irate citizens is
Situational awareness
Effective listening
Situation debriefing
Effective listening
A citizens concern must remain a priority until
It is deemed unimportant
It’s resolved
HR takes over
It’s resolved
While similar to handling citizen concerns, resolving _____ is usually less challenging and confrontational
Requests
Public inquiries
Chief demands
Public inquiries
Community risk reduction (CRR) is a broad term that incorporates all programs that protect the public using
Protection prevention and education
Education tasks and enforcement
Meetings, enlightenment, performance
Protection prevention and education
____ programs drive positive public relations and help build trust and improve communication with the community
(CRR) community risk reduction
(BSP) big safe program
(SSP) super safe program
(CRR) community risk reduction
Three important components of CRR programs are fire and life safety programs, fire and life safety presentations, and
Public building use fire and kids safety surveys
Private dwelling fire and life safety surveys
Community safety funding
Private dwelling fire and life safety surveys
A component of CRR-This can be done in homes on a voluntary basis to determine the extent to which community members implement fire and life safety. It also provides info about the amount and kind of safety equipment is in the home like smoke alarms and extinguishers
Private dwelling fire and life safety surveys
the primary focus of a fire and life safety presentation is to provide effective and appropriate information on _________ issues and strategies
Life expectancy
Risk reduction
Smoke hazard
risk reduction
_____ determines if current policies are effective and enforceable or if the lack of policies has caused problems.
Local codes handbook
Policy analysis
Code enforcement
NFPA
Policy analysis
This analysis often occurs when an organization is experiencing internal difficulty
State audit
Policy refresher
Policy analysis
SOGs test
Policy analysis
Written ____ gives the members of the organization a reference point for decision making
Policies
Rules
Codes
Guidelines
Policies
A written _____ details the steps to follow when following organizational policy for some specific recurring problem or situation
Policy
Procedure
Code
Procedure
_____ are the basis for company level skill training such as initial fire attack, ICS, RIC, and fire ground search and rescue
SOPs
Codes
Rules of engagement
SOPs
The two types of budgets that public organizations use
Capitol budgets
Dynamic budgets
Operating budgets
Net budgets
Gross budgets
Capitol budgets and operating budgets
This budget includes major purchases -items that cost more than a specified amount of money and are expected to last more than one year (usually 1-3+)
Capitol
Operating
Capitol
Fire apparatus and vehicles, equipment, and facilities are typical ____ budget items
Capitol
Operating
Capitol
This budget is used to pay for the recurring expenses of day to day operations
Capitol
Operating
Operating budget
In this budget, personnel costs - salaries and benefits - are the largest single item in the budget for most career depts.
Capitol
Operating
Operating budget
Personnel costs may represent as much as ___ of the operating budget
50%
75%
80%
90%
90 percent
One of six major steps in the budget process: Planning-Preparing-Monitoring-Evaluating-Revising
Renewing
Implementing
Catering
Implementing
One of six major steps in the budget process : Preparing-Implementing-MonitoringEvaluating-Revising
Researching
Planning
Commissioning
Planning
One of six major steps in the budget process : Planning-Implementing-Monitoring-EvaluatingRevising-
Portraying
Preparing
Deleting
Preparing
One of six major steps in the budget process : Planning-Preparing-Implementing-Evaluating-Revising-
Monitoring
Rewriting
Color coding
Monitoring
One of six major steps in the budget process : Planning-Preparing-Implementing-Monitoring-Revising
Eloping
Evaluating
Reconstructing
Evaluating
One of six major steps in the budget process : Planning-Preparing-Implementing-Monitoring-Evaluating
Revamping
Televising
Revising
Comprising
Revising
Step of a budget that includes justifications, internal and external reviews. Also takes into account fixed cost, discretionary, and emergency types of spending
Preparation
Planning
Implementing
Monitoring
Evaluating
Preparation
___ are the basis for planning and justifying budget requests
Personnel records
Activity records
Training reports
Apparatus shape
Activity records
____ records document significant individual exposures to hazardous materials such as smoke, chemicals, and diseases
Personnel
Exposure
Fire
Exposure
Because of delayed effects of some hazards and the compound effect of others, the organization must retain accurate records for __ years following end of employment
10
15
25
30
30
Medical records are kept on all employees for the duration of employment plus
20
25
30
35
30 years
