The Customer Meeting $($Scenario$)$

Kelly, a production supervisor, is responsible for $10$ employees who assemble components into a finished product sold to distributors. Kelly reports to Sam, a production manager, who in turn reports to Pat, a general manager, who reports to Chris, a vice$-$president of operations. Recently, Chris asked Pat to have a meeting with Kelly and Sam regarding some recent customer concerns in the production area. The focus of the meeting was to judge the validity of the customer concerns and to develop a specific plan to address these concerns.

The meeting that Chris has asked Pat to have with Sam and Kelly reflects the growing recognition that $\_\_\_\_\_\_\_\_.$

Question $16$ options:

customer concerns are important only to first$-$line managers

customer responsiveness is important throughout the organization, not only in the marketing department

employee attitudes and behaviours do not significantly impact customer responsiveness

customer responsiveness must be effectively delegated in order to succeed in today's competitive marketplace

Question $17($Mandatory$)(1$ point$)$

Managers who actively make use of social media $\_\_\_\_\_\_\_\_.$

Question $17$ options:

show poor sales results due to waste of time online

perform more disciplinary acts due to discovering employee posted infractions

have better sales revenues than those who don't

find that it is a poor tool for managing human resources