Question 11 1 Point A customer service team identifies a goal of three business days for addressing all customer concern

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Question 11 1 Point A customer service team identifies a goal of three business days for addressing all customer concerns. In the context of a control process, this goal is A measuring actual performance. (B) comparing actual performance against chosen standards. implementing a feedback measure. establishing a standard of performance.
Question 12 According to Management of Change, a 'state of inertia' occurs when A) an organization increases the forces for change. B an organization reduces resistance to change. the forces for change and the resistance to change are evenly balanced. the forces for change decrease, while the resistance to change decreases. 1 Point
Question 13 1 Point is the movement of an organization away from its present state toward some preferred future state to increase its efficiency and effectiveness. (A) Benchmarking B) Evolutionary Change Bureaucratic Control Organizational Change
Question 14 1 Point Equity Theory, developed by J. Stacey Adams, proposes that A managers must treat all subordinates with dignity, respect, and politeness. employees perceive fairness when they compare their own input: output ratio with the ratio of relevant reference. procedures that are used to determine how to distribute outcomes in an organization must be fair and just for everyone. employees must perceive an equitable degree of fulfillment of both Esteem and Self-actualization needs.
Question 15 1 Point According to the 'Job Characteristics Approach' of Job Design, a technician who has full authority to make all decisions has a high A Skills Significance B) Autonomy Skills Variety Task Identity