Question

What are the key responsibilities of middle managers in ensuring quality of service?

a.

Identify the contact points with the customer and determine how the contact is to be managed

b.

Determine what standards of quantity and quality have to be maintained and analyze operations and processes

c.

Find ways of avoiding errors and finding ways to compensate for errors, if they occur

d.

All of the above

Posted under IC90 Human Resource Management

Answer: (d).All of the above Explanation:The key responsibilities of middle managers in ensuring quality of service include identifying the contact points with the customer, determining how the contact is to be managed, determining what standards of quantity and quality have to be maintained, analyzing operations and processes, finding ways of avoiding errors, finding ways to compensate for errors if they occur, and finding ways to enhance quality standards.

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