Unit 1: Understanding the organisation

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1.

An organisation supplies electricity independently of the government. What sector does this organisation operate in? Which of the following is the most important reason for providing good customer service in the public sector? Select the most appropriate option to complete the following sentence: 'Organisations need to be structured so that responsibilities are __.' Organisational guidelines tell staff what they can and cannot do in their jobs. Where is the easiest place to find this information? An organisation has a negative reputation. Which of the following is the key reason that they may struggle to survive in a market with other organisations? Which of the following is the most important reason for having employment laws? Statutory employment rights address the legal rights of every employee. What do contractual employment rights address?

Commercial

11.

Which of the following is the most accurate description of a career pathway?

2.

Customer satisfaction Clear

12.

A route through an organisation or industry leading to higher level positions. The National Careers Service.

3.

4.

Job descriptions

Organisations have several internal sources of information that can help you to understand the roles available to you. Which of the following is not a source of internal information? Which two of the following are the expected results of an appraisal? A. Future development plans B. Reprimand or dismissal C. Clearly highlighted successes and mistakes Many employees want to access formal learning programmes in order to aid career progression. What is the first step that should be taken when trying to access formal learning programmes?

13.

A and C.

5.

Other organisations in the market have a positive reputation To protect employees, employers and customers

14.

6.

Consider organisation procedures relating to formal learning programmes. Help you to respond to future situations more efficiently. Books and documents held within the organisation 1 and 2 are both True.

15. 7.

The additional rights between employer and employee.

16.

Select the most appropriate option to complete the following sentence: 'New customer service situations are great opportunities because they __.'

8.

Which of the following statements are true in relation to the 1974 Health and Safety at Work Act? A. Employers must safeguard the health, safety and welfare of the people who work for them B. It is the employers responsibility to ensure health and safety and work, not the employee C. Employees should not interfere or misuse anything provided to protect their health, safety or welfare How many types of characteristic are protected under the Equality Act 2010? Are the following statements True or False? 1. A hazard is something that could cause potential harm however 2. A risk is the likelihood of the hazards potential being realised

A and C

When looking to find out high-quality information about employment rights and responsibilities, where should you go first? Are the following statements True or False? 1. Employees can receive help and support in the workplace through representative bodies Which are classified as 2. A person, group or organisation that represents others What is the percentage ratio of trade union and non trade union representation in the UK?

17.

9.

9
18.

50:50

10.

1 and 2 are both True.

19.

Which two of the following are ways that equality can be enhanced? A. Be aware of the judgements you make of others B. Be willing to learn about people who are 'different' C. Adhere to Health & Safety guidelines You are a member of the Institute of Customer Service. What sector of industry do you work in?

A and B

20.

Any of the above