UCRM Satisfaction Survey
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Questions and Answers

What is the main purpose of Referral in the GRM Process?

  • To avoid involving different levels of authority
  • To transfer tasks to a lower level for quicker completion
  • To transfer tasks to a higher level for effective completion (correct)
  • To eliminate tasks that are too complex to handle
  • What factors may lead to a task being referred in the GRM Process?

  • Lack of capacity, different levels of authority, complexity of the procedure (correct)
  • Lack of capacity, same levels of authority, simple tasks
  • Adequate capacity, similar levels of authority, simple procedures
  • Similar levels of authority, technical knowledge, and expertise
  • In the GRM Process, what does Referral aim to address?

  • Maintaining a uniform level of authority for all tasks
  • Inadequacy in handling tasks at the current level of authority (correct)
  • Ensuring tasks are always handled at the lowest level possible
  • Avoiding involvement of technical expertise
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