Foram encontradas 1.262 questões.
A respeito da maneira de melhorar a qualidade em serviços e das boas práticas na prestação de serviços, julgue o próximo item.
A prestação de um serviço com a melhor qualidade possível é o principal motivador da satisfação do cliente, independentemente do tempo dispendido para solução da demanda.
Provas
Disciplina: Inglês (Língua Inglesa)
Banca: CESPE / CEBRASPE
Orgão: TELEBRAS
In May 2021, a hole was found in a robotic arm aboard the International Space Station (ISS). The suspected culprit was a piece of rogue space junk. While thankfully no astronauts were injured, it has re-focussed attention on the growing problem of orbital debris.
How did we get here?
It’s easy to forget that just seven decades ago the Moon was the only thing orbiting the Earth. On 1 January 2021 there were 6,542 satellites in orbit. Tellingly, only just over half of them were active. That’s a lot of useless metal careering around the planet at 28,000 kph — ten times faster than a bullet.
How bad is the problem?
Very bad and getting worse. Estimates suggest there are currently half a million pieces of debris the size of a marble or larger and 100 million pieces of debris above one millimeter across. Yet only 27,000 pieces are actively tracked by the US Department of Defense.
What is Kessler syndrome?
It’s a catastrophic chain of events in which a satellite is shattered by a piece of space junk (or a collision with another satellite) and the resulting debris destroys more satellites creating more junk and so on in a never-ending cascade. It’s a domino effect – one piece falls and then takes the rest with it – and is named after NASA scientist Donald Kessler, who outlined the dangers back in 1978.
What can we do about it?
Better regulation of new launches would help, as right now it’s a bit of a free-for-all. There are existing regulations in place to try and mitigate the dangers, such as a 25-year de-orbit rule for missions in low-Earth orbit. However, ESA’s Space Debris Environment Report says that less than 60 per cent of those flying in low-Earth orbit currently stick to the rules.
Colin Stuart. Space Junk: Is it a disaster waiting to happen?
Internet: <www.sciencefocus.com> (adapted).
Considering the text above, judge the following item.
The event described in the first paragraph is an example of an effect whose risks were predicted decades ago.
Provas
A respeito da maneira de melhorar a qualidade em serviços e das boas práticas na prestação de serviços, julgue o próximo item.
Para o sucesso de um projeto de benchmarking, é necessário o envolvimento da alta administração da organização para viabilizar os recursos necessários à implementação das ações que possibilitem adequar os procedimentos inerentes às boas práticas identificadas.
Provas
A respeito da maneira de melhorar a qualidade em serviços e das boas práticas na prestação de serviços, julgue o próximos itens.
A elevação do preço de um serviço deve estar associada à plena satisfação dos clientes, pois, quanto mais elevado for o preço, maior será a exigência do cliente em relação ao atendimento prestado e à qualidade do serviço.
Provas
In May 2021, a hole was found in a robotic arm aboard the International Space Station (ISS). The suspected culprit was a piece of rogue space junk. While thankfully no astronauts were injured, it has re-focussed attention on the growing problem of orbital debris.
How did we get here?
It’s easy to forget that just seven decades ago the Moon was the only thing orbiting the Earth. On 1 January 2021 there were 6,542 satellites in orbit. Tellingly, only just over half of them were active. That’s a lot of useless metal careering around the planet at 28,000 kph — ten times faster than a bullet.
How bad is the problem?
Very bad and getting worse. Estimates suggest there are currently half a million pieces of debris the size of a marble or larger and 100 million pieces of debris above one millimeter across. Yet only 27,000 pieces are actively tracked by the US Department of Defense.
What is Kessler syndrome?
It’s a catastrophic chain of events in which a satellite is shattered by a piece of space junk (or a collision with another satellite) and the resulting debris destroys more satellites creating more junk and so on in a never-ending cascade. It’s a domino effect – one piece falls and then takes the rest with it – and is named after NASA scientist Donald Kessler, who outlined the dangers back in 1978.
What can we do about it?
Better regulation of new launches would help, as right now it’s a bit of a free-for-all. There are existing regulations in place to try and mitigate the dangers, such as a 25-year de-orbit rule for missions in low-Earth orbit. However, ESA’s Space Debris Environment Report says that less than 60 per cent of those flying in low-Earth orbit currently stick to the rules.
Colin Stuart. Space Junk: Is it a disaster waiting to happen?
Internet: <www.sciencefocus.com> (adapted).
Considering the text above, judge the following item.
According to the text, regulations related to space debris can be considered lax at best.
Provas
In May 2021, a hole was found in a robotic arm aboard the International Space Station (ISS). The suspected culprit was a piece of rogue space junk. While thankfully no astronauts were injured, it has re-focussed attention on the growing problem of orbital debris.
How did we get here?
It’s easy to forget that just seven decades ago the Moon was the only thing orbiting the Earth. On 1 January 2021 there were 6,542 satellites in orbit. Tellingly, only just over half of them were active. That’s a lot of useless metal careering around the planet at 28,000 kph — ten times faster than a bullet.
How bad is the problem?
Very bad and getting worse. Estimates suggest there are currently half a million pieces of debris the size of a marble or larger and 100 million pieces of debris above one millimeter across. Yet only 27,000 pieces are actively tracked by the US Department of Defense.
What is Kessler syndrome?
It’s a catastrophic chain of events in which a satellite is shattered by a piece of space junk (or a collision with another satellite) and the resulting debris destroys more satellites creating more junk and so on in a never-ending cascade. It’s a domino effect – one piece falls and then takes the rest with it – and is named after NASA scientist Donald Kessler, who outlined the dangers back in 1978.
What can we do about it?
Better regulation of new launches would help, as right now it’s a bit of a free-for-all. There are existing regulations in place to try and mitigate the dangers, such as a 25-year de-orbit rule for missions in low-Earth orbit. However, ESA’s Space Debris Environment Report says that less than 60 per cent of those flying in low-Earth orbit currently stick to the rules.
Colin Stuart. Space Junk: Is it a disaster waiting to happen?
Internet: <www.sciencefocus.com> (adapted).
Considering the text above, judge the following item.
The adverb “Tellingly” (second paragraph) could be correctly replaced with convincingly, without changing the meaning of the text.
Provas
Julgue o item a seguir, acerca das dimensões para avaliar a qualidade em serviços e das ferramentas para analisar a qualidade em serviços (análise de Pareto, diagrama em espinha de peixe e blueprinting).
Considere que o gerente de atendimento de uma empresa que recebe expressivo volume de reclamações contra o atendimento prestado tenha feito um diagnóstico sobre a situação e verificado a necessidade de compreender as causas dos problemas mais frequentes. Nessa situação hipotética, a próxima providência do gerente seria realizar a análise de Pareto para encontrar as formas de prevenção para os referidos problemas.
Provas
Julgue o item a seguir, acerca das dimensões para avaliar a qualidade em serviços e das ferramentas para analisar a qualidade em serviços (análise de Pareto, diagrama em espinha de peixe e blueprinting).
Entre as técnicas de mapeamento de processos de atendimento, inclui-se o blueprinting, que focaliza as necessidades e experiências do cliente, englobando todas atividades e os estágios das ações para a entrega do produto ou serviço ao consumidor.
Provas
Julgue o item a seguir, acerca das dimensões para avaliar a qualidade em serviços e das ferramentas para analisar a qualidade em serviços (análise de Pareto, diagrama em espinha de peixe e blueprinting).
Caso os empregados de uma empresa sejam muito educados e gentis no atendimento aos clientes, mas as entregas dos serviços dessa empresa sejam morosas e muitas vezes os reais problemas apresentados pelos clientes não sejam solucionados, então é correto afirmar que essa empresa apresenta impactos negativos na dimensão rapidez nas respostas aos clientes, mas impacta positivamente na dimensão empatia.
Provas
Julgue o item a seguir, acerca das dimensões para avaliar a qualidade em serviços e das ferramentas para analisar a qualidade em serviços (análise de Pareto, diagrama em espinha de peixe e blueprinting).
Uma empresa que é reconhecida pela excelência na prestação de serviços e que orienta seus empregados a ouvir e entender os problemas apresentados pelos clientes, bem como a se comprometer com a sua solução zela pela dimensão confiabilidade no que se refere à qualidade dos serviços prestados.
Provas
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