Fire Service Personnel Management 3rd Edition Steven T. Edwards - Solutions

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Suppose you were the manager of a quick-serve restaurant and you begin to notice that your lunch business is steadily declining. Moreover, you notice that customers are “queuing up” longer at the drive-thru window. Which of the process-improvement tools would you consider using and why?
Your company plans on undergoing an in-depth analysis of its processes within the next 10 days. How should you proceed in this review? What customer-focused process questions would you ask? (Note, management’s goal is to become a “best-in-class” player in its industry.)
Explain the purpose of the Deming Cycle for assessing process effectiveness.
Describe the relationship among process, service, and value.
What role should customer feedback have in guiding marketing strategy?
Why do many companies act like they don’t want customer feedback?
When was the last time you provided feedback about a brand or organization? Did that company value your opinion?
Based on Fortune 500 rankings, the U.S. Postal Service, an independent government agency, is the 29th largest organization in America, with revenues of more than $67 billion. As the nation’s second-largest employer (more than 580,000 employees), the USPS delivers more than 170 billion pieces of
How good a job does your organization do in creating value for your customers based on the marketing mix, service providers, and the e-marketing mix? Explain how these areas can be improved. What role should internal marketing play in this process? How can your company cocreate value with customers?
Within the global automobile industry, identify manufacturers or products that are or were: nonresponsive, reactive, responsive, proactive, or anticipatory?Consider marketing programs and processes and provide anecdotal support for your view.
Cite an example of a high-tech company and a service firm that practices market-driving behavior. How can a solar power company or an online matchmaking service utilize the market-driving philosophy?
How customer oriented is Marriott? Comment on each of the following attributes:a. Customer focus: Who are their customers? What do they value?b. Competitive focus: Who are their competitors? What are their strengths and weaknesses?c. Interfunctional coordination: How is the company organized? How
How market oriented is e-Bay? How does their market orientation assist them in delivering superior customer value? What role does their business model, culture (business philosophy), electronic community, and marketing strategies play in getting, keeping, and growing customers?
How market oriented is your neighborhood shopping center? What changes should be made to become more customer driven?
How is value created, delivered, monitored, and maximized in your organization?
Do you continually meet with your customers to determine their needs today and tomorrow?
Do you constantly measure customer satisfaction, loyalty, and retention?
Are your internal systems (i.e., e-business, ordering, billing, shipping, computers, financial, etc.) geared toward how the customers prefer doing business with you?
Is your service offer designed with the customer in mind?
Do you know your customers’ (and their customers’)objectives?
Can Southwest afford to fly bags for free when all of its competitors charge fees for this service?
How can Southwest continue to differentiate itself from its competitors?
How can your company inject fun into your business culture to be more successful?
How effective is fun and humor in relating to customers and being market oriented?
Write an executive summary of a business plan (one or two pages) sketching out your thoughts on a viable online marketing niche opportunity that would create or maximize value for young, technology-oriented consumers.
Based on the trends discussed in this chapter, how would you envision the U.S. and world economy of 2020? (Assume you had to prepare a talk to executives in the global pharmaceutical industry.)
How important is an MBA degree in the new economy? What are some specialty areas that today’s/tomorrow’s executives will need to master?
Identify a decliner, adapter, and star in the restaurant industry. What valuebased strategies should these restaurants use for repositioning and future growth?
How can your organization improve with respect to purpose (customer focus)and process (customer support) activities?
Identify two companies that stress conquest marketing and two others that emphasize customer retention? Are these the appropriate strategies for these organizations? Why or why not?
Identify some “best practices” from service industries/firms that a cable television or cellular phone provider can adapt to deliver better value to its customers.
Based on the S-Q-I-P approach, analyze three airlines (your choice) based on the following CV dimensions: service, product quality, image, and pricing.Rate the airlines on a 5-point scale (5 is exceptional and 1 is very poor) on each component, and then compute overall CV scores for each airline
How does Hewlett-Packard design and deliver value for customers? How can Dell compete successfully against HP in the PC market? As a market nicher, what can Apple do to offer superior value to customers in the computer market?
What is meant by CV? In general, what do customers truly value in: (a) the marketplace and (b) the marketspace? Provide an example of how a specific retailer and an e-tailer create value for their customers.
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 1,000 volunteer firefighters and offi cers. Some of the volunteer fire officers are ca reer
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 time. The city is facing major budget reductions due to the general economy and a rapidly de creasing
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 training acad emy or training staff available on a full-time basis. The battalion chief attempts to
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 conferences.
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 implemented some of these programs, how effective have they been?
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 by a union official at this meeting.What do you do?
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 department?
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.

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Fire Service Personnel Management 3rd Edition Steven T. Edwards - Solutions

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