Questions and Answers of Customer Relationship Management

1.You are the fire chief of a large combination fire department in a suburban county within a large metropolitan area. Your department has ap proximately 800 career firefighters and officers and over
1.the city manager comes to you as fire chief and says that a recent citywide study indicates that firefighters respond to emergencies only at a rate of approximately 15 percent of their on-duty
1.You are a lieutenant in a small career fire depart ment located in the southern United States. Your de partment’s total staffing is 52 personnel working out of two fire stations. There is no fire
1. 5. The Degrees at a Distance Program offers what advantages to the fire service student as compared to a more traditional classroom based fire service degree program?
1.4. Describe the National Professional Develop ment Model and explain what it means to you as a fire officer.
1. 3. Name four fire service conferences that would be a good choice for professional de Case Study velopment, and detail your personal plan about how to gain the most from attending these
1. 2. A mentor needs to possess many qualities in order to be of value to the individual who is being mentored. Identify and describe at least four of these desired qualities.
1.. Describe the difference between training and development.
1. 5. What is expectancy theory, and how does it relate to the motivation of employees?
1.4. Identify and review the operation and ap propriateness of four different performance incentive techniques.
1.3. Discuss two ways to improve the perform ance management of your fire department.
1.2. What is the difference between efficiency and effectiveness?
1.1. Identify and discuss three methods in which a fire department uses data in order to justify programs and budget requests.
1.how do you as the fire chief deal with this very volatile situation?
1.What are the issues on the volun teer side, and how will these firefighters approach this situation?
1.What are the union issues here, and what logic is behind this move to curtail volunteer membership?
1. 5.Identify and explain three methods to im prove the labor and management relation ship. How you would apply them to your fire department?
1.4.What are the three major types of contract and grievance impasse resolution proce dures? Identify the strengths and weaknesses of each procedure.
1.3. Identify and explain the steps necessary for a union to be properly recognized and certified as the exclusive bargaining agent for a group of employees.
1. 2. What is the significance of the Wagner Act of 1935, and what did it mean to unions at that time?
1.. How do you assess the strength of unions since World War II? What factors have been significant in the membership of unions during this period?
1. 7. Were there mitigating circumstances, and were they considered?
1. 6. Was there progressive discipline, except for severe cases?
1. 5. Did the employee have the opportunity to appeal the decision?
1. 4. Did the employee have the opportunity to question the facts and present a defense?
1. 3. Were the facts collected and reported in a fair and systematic manner?
1. 2. Was the rule applied in a consistent and predictable way?
1.1. Did the employee know what the rule or expectation was and the conse quences of not adhering to it?
1. 5. Identify and discuss three types of control strategies that can be used to reduce fire fighter deaths and injuries
1. 4. What is NFPA 1500? Explain its purpose and impact on safety in the fire and rescue service.
1. 3. Review the causes of firefighter injuries and deaths since the early 1980s. What programs Case Study would you recommend to reduce these deaths and injuries? If your fire department has
1.. Explain the reasons for the Occupational Health and Safety Act of 1970. Describe the organizational structure and authority of OSHA, and discuss how they relate to fire service safety programs.
1.1. What is the concept behind workers’ com pensation laws, and how do they work in the fire service environment?
1. 5. Name and discuss three situations in the fire service work environment that may compli cate disciplinary actions or make them more difficult to implement.
1. 4. You have scheduled an interview with a fire fighter to determine the facts regarding an incident that may result in disciplinary action.The firefighter requests that he or she be rep resented
1. 3. What are the steps involved in progressive discipline? Discuss examples of discipli Case Study nary situations that would occur at each specific level.
1. 2. Identify the four general categories of disci plinary actions and discuss how they have been implemented within your fire depart ment. What would you improve on?
1.1. Discuss three types of organizational control that are available to fire department manage ment. Which type do you feel is the most ef fective to use within the fire service?
1. 5. Do you think that the 360-degree feedback would be appropriate for officers at the level of chief in your fire department?
1. 4. Describe in detail how you as a supervisor would prepare for a performance review meeting with a firefighter who has a prob lem arriving for work on time.
1. 3. Identify and describe five appraisal errors commonly found in appraisal systems.
1. 2. Identify three performance assessment tech niques, and describe the positive and nega tive aspects of each technique. Which technique do you think is the most appropri ate for use in your
1.. Why is performance appraisal important to a fire department?
1. 5. What steps can your fire department take to create a learning environment?
1. 4. Why is it important for firefighters and fire officers to be certified? How can these certifi cations be obtained?
1. 3. Describe the four phases of the instructional Case Study systems development concept, and compare them to your department’s current curricu lum development process.
1.2. What are the five basic characteristics associ ated with adult learners, and how can you adjust your training programs to accommo date these needs?
1.. Identify and explain the three levels of the training assessment process.
1.5. Discuss several advantages of the assessment center concept, and describe the assessment devices that you would recommend for the rank of lieutenant.
1.. At what point can a medical physical be required of a candidate for the position of firefighter?
1. 3. Discuss several ways in which written exami nations and physical ability tests can be im proved as selection devices for firefighters.
1. 2. How do you know when adverse impact oc curs in the testing process, and what are sev eral ways in which it can be eliminated?Case Study
1.1. What is the importance of validity and relia bility in the selection process for either hiring or promotion?
1. 5. Which step do you feel is most important in the recruitment process?
1.4. How would you improve the diversity of your recruitment program? Make specific recommendations for your department.
1.. In your community, name three prominent sources of firefighter recruits.
1. 2. How would you organize a recruitment com mittee in your department? Whom would you include and why?
1.1. Discuss the factors in the economy, the political environment, and technology that can affect a recruitment program in the fire department.
1. 6. Within the organization, who will provide the most accurate information in the devel opment of a job analysis?
1. 5. Can proper job analysis help you defend against legal actions taken by employees?
1.4. What is job enrichment and how could it be implemented in a fire service organization?
1. 3. What items are typically included in a job specification, and how does it differ from a job description?
1. 2. Discuss what is meant by the following state ment: “Job analysis is the most basic person nel management tool.”
1.1. What are the objectives of job analysis?
1.5. Which federal agency is empowered to en force the Civil Rights Act of 1964 and other discrimination legislation?
1. 4. Describe the difference between a deposition and a subpoena.
1.3. What is the significance of Griggs v. Duke Power Company, and how has it changed the testing of applicants for fire service positions?
1. 2. Discuss a legal case that affected your fire de partment. In your opinion, was it handled properly? What could have been done differ ently or improved?Case Study
1.. Why does the fire officer need to have a good understanding of the law and its application?
1.What action do you take and how?
1.5. Identify four basic skills that a fire service personnel manager will need in order to manage an increasingly diverse workforce effectively.
1.4. Name two fire service organizational benefits of increased diversity.
1. 3. Discuss at least three issues in the fire service work environment that may complicate the management of diversity
1.2. Identify and discuss the four basic strategies of flex management.
1.1. Describe the diversity of your fire department as well as the diversity of the community you serve.
1.How are these situations different? Are the ethical issues the same or not? How would you handle a situation like this in your department?
1.5. How can a fire chief demonstrate his or her commitment to good ethics?
1. 4. Describe the structure of your fire depart ment personnel functions and that of the local government personnel office. Who is responsible for specific personnel functions?How can you improve
1. 3. Why is ethical behavior important to the fire department, and how would you describe this behavior?
1.2. Discuss how the conflict among different val ues can affect a fire department, and provide at least two examples from your fire depart ment. How were these situations resolved?and modified over
1.1. Identify and discuss the ramifications of at least three major trends in society that have affected the implementation of personnel management.
1.■ Explain how to establish an effective relationship with the personnel office.
1. ■ Understand ethics and ethical situations.
1.■ Explain how values affect personnel management.
1.■ Describe team-based organizations.
1.■ Describe various elements of personnel management.
4. Discuss the complications and benefits to be achieved by pursuing CRM on a global scale.
3. Elaborate on why upper-management support is crucial to the success of a CRM implementation effort.
2. Outline an effective change management system that will produce a successful CRM implementation for your organization.
1. What are the most common pitfalls of CRM implementation and how can they best be avoided?
Discuss the cause and effect chain in the Balanced Scorecard.
Describe the value chain model as it relates to the fulfillment of customer wishes.
Elaborate on the four perspectives of the Balanced Scorecard.
Explain how the Balanced Scorecard relates to international strategy in the global economy.
Understand the importance of the Balanced Scorecard in achieving company success.
4. Describe the three phases of the CVD model. Make sure to comment on the link between customer importance, customer satisfaction, and customer value in your answer. How would this model be applied
3. Assess the strengths and weaknesses of the customer-oriented process cost calculation model. How might the weaknesses be alleviated?
2. What are the benefits of the CCPC model? Are there any weaknesses in this approach?
1. Does the forward-looking component of the CLV model seem appropriate for your company or organization? If not, what are some reasons that it would not apply? Then provide details as to ways that
Elaborate on which international strategies and competitive advantages are compatible with CRM.

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