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Company Officer 6th > Chapter 6 > Flashcards

Chapter 6 Flashcards

1
Q

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

A

Customer service

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2
Q

As the service area’s demographics and needs change, services need to __ with them

Revolve around beliefs
Keep pace
Stay the same

A

Keep pace

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3
Q

Information on customers needs, wants, and desires can be gathered through ____ means

Passive
Active
Passive or active

A

Passive or active

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4
Q

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

A

Passive

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5
Q

This approach in information gathering to customer needs is inexpensive and take very little time

Passive
Active

A

Passive

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6
Q

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

A

Passive

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7
Q

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

A

Active

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8
Q

This approach to information gathering for customer needs, this approach may be accomplished through periodic meetings, surveys, and informal chats or interviews

Passive
Active

A

Active

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9
Q

__ may be conducted following an emergency to determine customer satisfaction. This is another way of actively gathering information from customers

Forms
Surveys
Phone calls

A

Surveys

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10
Q

______ 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

A

Informal interviews

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11
Q

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

A

Where they live and work

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12
Q

The company officer must also recognize and understand the ____ of the service area

Age class
Race
Demographic
Primary gender

A

Demographic

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13
Q

The reputation of the organization and the credibility of the officer depend on the resolution of

Moral support
Citizen concern
Conflicts

A

Citizen concerns

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14
Q

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

A

An us-them mentality

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15
Q

One of the first skills company officers need when dealing with irate citizens is

Situational awareness
Effective listening
Situation debriefing

A

Effective listening

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16
Q

A citizens concern must remain a priority until

It is deemed unimportant
It’s resolved
HR takes over

A

It’s resolved

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17
Q

While similar to handling citizen concerns, resolving _____ is usually less challenging and confrontational

Requests
Public inquiries
Chief demands

A

Public inquiries

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18
Q

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

A

Protection prevention and education

19
Q

____ 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

A

(CRR) community risk reduction

20
Q

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

A

Private dwelling fire and life safety surveys

21
Q

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

A

Private dwelling fire and life safety surveys

22
Q

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

A

risk reduction

23
Q

_____ 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

A

Policy analysis

24
Q

This analysis often occurs when an organization is experiencing internal difficulty

State audit
Policy refresher
Policy analysis
SOGs test

A

Policy analysis

25
Q

Written ____ gives the members of the organization a reference point for decision making

Policies
Rules
Codes
Guidelines

A

Policies

26
Q

A written _____ details the steps to follow when following organizational policy for some specific recurring problem or situation

Policy
Procedure
Code

A

Procedure

27
Q

_____ 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

A

SOPs

28
Q

The two types of budgets that public organizations use

Capitol budgets
Dynamic budgets
Operating budgets
Net budgets
Gross budgets

A

Capitol budgets and operating budgets

29
Q

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

A

Capitol

30
Q

Fire apparatus and vehicles, equipment, and facilities are typical ____ budget items

Capitol
Operating

A

Capitol

31
Q

This budget is used to pay for the recurring expenses of day to day operations

Capitol
Operating

A

Operating budget

32
Q

In this budget, personnel costs - salaries and benefits - are the largest single item in the budget for most career depts.

Capitol
Operating

A

Operating budget

33
Q

Personnel costs may represent as much as ___ of the operating budget

50%
75%
80%
90%

A

90 percent

34
Q

One of six major steps in the budget process: Planning-Preparing-Monitoring-Evaluating-Revising

Renewing
Implementing
Catering

A

Implementing

35
Q

One of six major steps in the budget process : Preparing-Implementing-MonitoringEvaluating-Revising

Researching
Planning
Commissioning

A

Planning

36
Q

One of six major steps in the budget process : Planning-Implementing-Monitoring-EvaluatingRevising-

Portraying
Preparing
Deleting

A

Preparing

37
Q

One of six major steps in the budget process : Planning-Preparing-Implementing-Evaluating-Revising-

Monitoring
Rewriting
Color coding

A

Monitoring

38
Q

One of six major steps in the budget process : Planning-Preparing-Implementing-Monitoring-Revising

Eloping
Evaluating
Reconstructing

A

Evaluating

39
Q

One of six major steps in the budget process : Planning-Preparing-Implementing-Monitoring-Evaluating

Revamping
Televising
Revising
Comprising

A

Revising

40
Q

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

A

Preparation

41
Q

___ are the basis for planning and justifying budget requests

Personnel records
Activity records
Training reports
Apparatus shape

A

Activity records

42
Q

____ records document significant individual exposures to hazardous materials such as smoke, chemicals, and diseases

Personnel
Exposure
Fire

A

Exposure

43
Q

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

A

30

44
Q

Medical records are kept on all employees for the duration of employment plus

20
25
30
35

A

30 years

Company Officer 6th (12 decks)

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