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Company Officer 5th Edition > Company Officer Ch 6 > Flashcards

Company Officer Ch 6 Flashcards

1
Q

Which of the following BEST describes the bottom line of customer service in emergency service organizations? (144)

A

Customer satisfaction and value to community

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2
Q

A public that is dissatisfied with a fire and emergency service organization’s customer service is MOST likely to demand changes in: (144)

A

leadership.

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3
Q

Which of the following BEST describes who the internal customers of a fire and emergency service organization are? (145)

A

All responders and staff

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4
Q

The wants of internal customers are MOST likely to include: (145)

A

position security.

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5
Q

Which of the following is MOST likely to help satisfy the intangible needs of internal customers? (145)

A

Company officers

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6
Q

Which of the following is MOST likely to be a basic need of external customers? (146)

A

Access to competent emergency medical care

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7
Q

Which method of customer service information gathering requires little effort or money? (146)

A

Passive

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8
Q

An active approach to customer service information gathering is based on listening to: (146)

A

feedback.

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9
Q

Which of the following is the BEST reason for having a meeting for information-gathering purposes? (146)

A

Involves customers in a decision-making process

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10
Q

What action comes after gathering customer service information? (147)

A

Information interpretation

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11
Q

The process of monitoring the outcome of any changes made to customer service policy is called: (147)

A

service-delivery monitoring.

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12
Q

Which of the following is the BEST description of policies and procedures found in fire and emergency services organizations? (147)

A

An organization’s expectations based on models and plans

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13
Q

An organization’s policies and procedures is MOST likely to also be known as: (147)

A

standard operating procedures.

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14
Q

Which of the following BEST describes the process of making changes to policies and procedures? (148)

A

Organizations should have a process for evaluating the need for changes.

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15
Q

Which of the following BEST describes the purpose of a fire and emergency service organization’s policies? (148)

A

Provide formal written guidelines needed for operation

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16
Q

Which of the following BEST describes the goal of policy analysis in fire and emergency service organizations? (148)

A

Determines if policies are enforceable

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17
Q

What BEST describes the influence of government laws and ordinances on a fire and emergency service organization’s policies? (149)

A

They can be imposed by local, state, or federal governments.

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18
Q

What BEST describes a company officer’s responsibility regarding a fire and emergency service organization’s procedures? (149)

A

Responsible only for implementing

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19
Q

Which of the following is MOST likely to be an indication that revisions should be made to policies and procedures? (150)

A

New technology being used

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20
Q

What responsibilities do company officers have in the revision and monitoring process of policies and procedures? (150)

A

Communicating problems or concerns to supervisors

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21
Q

What is MOST likely to be the benefit of using orders and directives? (150)

A

Provide written documentation of procedure

22
Q

Which of the following BEST describes an officer’s orders at an emergency incident? (150)

A

Mandatory

23
Q

The budget of fire and emergency service organizations generally refers to the narrow financial budget listing of: (151)

A

proposed expenditures and expected revenue sources.

24
Q

Which of the following BEST describes what the company officer may be responsible for preparing in the budget process? (151)

A

Budget requests to obtain operation materials

25
Q

The two types of budgets used by public organizations include operating and: (151)

A

capital.

26
Q

Which type of budget includes personnel salaries and benefits? (152)

A

Operating

27
Q

When do the planning steps of the budget process occur? (152)

A

Throughout the fiscal year

28
Q

What is the second step in the budget process of fire and emergency service organizations? (152)

A

Preparation

29
Q

Which step of the budget process is BEST described as identifying an approved course of action for funds? (153)

A

Implementation

30
Q

Which step in the budget process is MOST likely to help prevent a budget crisis in the event of fiscal changes? (153)

A

Monitoring

31
Q

Records management is the _____ control of an organization’s records to ensure quick access to information. (154)

A

systematic

32
Q

Which of the following BEST describes what company officers are responsible for in records management? (154)

A

Organizing file structures

33
Q

Which type of record is MOST likely to include budget requests that have not been funded? (154)

A

Budget

34
Q

Inventory records are BEST described as records of: (155)

A

fixed-assets

35
Q

Changes in inventory records must be noted, reported, and in some cases: (155)

A

justified.

36
Q

Which type of record is MOST likely to be used to justify the replacement of outdated equipment? (155)

A

Maintenance

37
Q

Which type of maintenance record is MOST likely to address damage to equipment from operator error? (156)

A

Corrective

38
Q

The decision to repair or replace equipment is based on its maintenance record, as well as its: (156)

A

frequency of use.

39
Q

Activity records (incident reports) are MOST likely to include information about: (156)

A

nonemergency responses.

40
Q

All personnel records must be kept confidential, except for _____ records. (157)

A

attendance

41
Q

Which type of record is MOST likely to be important for receiving accreditation from outside associations? (157)

A

Training

42
Q

Which type of record is MOST likely to help steer subordinates towards success? (157)

A

Performance

43
Q

Which type of record is MOST likely to be used to provide data for payroll and benefit distribution? (157)

A

Attendance

44
Q

Hazmat or biological/medical exposure records are a part of medical records that include exposures to: (158)

A

smoke.

45
Q

Which type of record is MOST likely to be used to support hazmat exposure records? (158)

A

Attendance

46
Q

All medical records are kept 30 years after: (158)

A

the end of employment.

47
Q

Medical records kept by fire and emergency service organizations are MOST likely to include: (158)

A

pre-employment medical exams.

48
Q

The company officer’s role in using computer-based electronic data storage/retrieval systems is BEST described as understanding the laws regarding: (158

A

the proper use of the system.

49
Q

The term intranet is MOST likely to be used to describe how _____ computers are linked. (159)

A

all fire service organizations’

50
Q

A fire and emergency service organization’s personnel should not have any expectations of privacy when: (160)

A

using personal mobile devices.

51
Q

Public access to an organization’s records is MOST likely to include any organizational records other than: (160)

A

personnel files.

Company Officer 5th Edition (10 decks)

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