Which of the following statements on organization performance measures is FALSE?

Question

Which of the following statements on organization performance measures is FALSE?

a. The five dimensions to assess service quality are empathy, assurance, responsiveness, reliability, and tangibles

b. Learning refers to the ability to create new and unique goods and services that delight customers and create competitive advantage.

c. The two types of performance measures related to time are the speed of doing something and the variability of a process.

d. Flexibility is the ability to adapt quickly and effectively to changing requirements.

Explanation / Answer

The correct answer is option b.

Innovation is nothing but making new and advanced changes to its products, services, marketing strategies etc. which can help in gaining competitive advantage. Learning is the process by which the organizational knowledge is identified, developed, shared and implemented effectively. The main focus of knowledge management is to improve the performance of the organization.

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