Chapter 6 Flashcards
What is the primary role of fire departments in relation to their responders?
To ensure responders are equipped with well-maintained SCBAs, facilitate fitness programs, and provide robust training programs.
Who may be responsible for managing the efforts related to responder preparedness in a fire department?
The company officer.
What skills are required for leading programs and projects in fire departments?
Organizing resources, delegating tasks, and maintaining accountability.
What do external customers generally want from fire departments?
Protection from fires and other hazards, and access to competent emergency medical care.
What must fire departments do as the service area’s demographics change?
Keep pace with those changes in services.
What are some ancillary services that fire departments provide?
- Fire safety inspections
- Teaching CPR classes
- Conducting car seat safety checks.
What are the two approaches for gathering information on customers’ needs?
Passive approach and active approach.
What is a drawback of the passive approach to gathering customer information?
It is reactive, crisis-oriented, and can be biased.
What is an advantage of the active approach to gathering customer information?
It allows the organization to seek out information regularly.
What are some methods used to gather information about customer needs?
- Formal meetings
- Surveys
- Informal chats.
Why should internal customers participate in decision-making meetings?
It empowers them, improving morale and productivity.
Who may participate in meetings to gather customer feedback?
- Supervisors and employees
- Division managers and subordinates
- Administrators and labor organization representatives.
