crash 1. The sudden failure of a computer sys- tem due to such causes as power failure, power
2. Mixed sounds or unrelated talk heard in
cross-ticketing 158 cumulative record
radio or telephone transmissions caused by interference from another transmitter.
cross-ticketing A form of booking fraud used by travel agencies to increase their overrides (commissions) from airlines with which they have marketing agreements. The practice involves ticketing all trips on an airline that offers high commissions for sales out of a particular city. Regardless of U.S. city of ori- gin, the trips are ticketed from that city and the tickets sent overnight to clients.
cross training A means of developing multi- skilled workers, people who can adapt to changes in job requirements and advancing technology. Cross training is essentially a strategy to make an organization more com- petitive, increase productivity, promote stabil- ity, respond more rapidly to change, avoid layoffs, and compensate for the shrinking pool of qualified workers. It is accomplished by such means as conventional training, on-the- job training, and peer training. Sometimes calledupskillingorredeployment.
cross validation In test construction, the prac- tice of administering the test to additional groups of subjects to recheck the findings of the first validation study; that is, to determine whether there is a significant relationship (cor- relation) between scores (the predictor) and performance (the criterion). Sometimes called revalidation.
CRT-based projector The most commonly used color projector in training and education.
It employs three cathode-ray tubes, one each to display red, green, and blue light. Most units require a trained technician to make con- vergence adjustments to ensure sharp images every time they are moved. Newer models make use of digital convergence technology to simplify the adjustment process.
cryoablation The process of using a freezing gas to destroy cancer cells by circulating it through a probe inserted into the tumor. It is used to treat prostate and liver cancers and as an alternative nonsurgical treatment for benign breast tumors.
cryptographic checksum A security function applied to a file to produce a unique “finger- print” of the file for later reference or as a means of detecting file system tampering on computers runningUnixoperating systems.
Crystal Awards SeeSITE Crystal Awards.
crystal healing An alternative form of medi- cal treatment. A New Age therapy, its adher- ents maintain that healing energy can be derived from quartz and other mineral crystals.
crystal meth Seeice.
C-section SeeCaesarean section.
CU-SeeMe In multimedia, software that sup- ports desktop videconferencing over a net- work.
cued speech A form of sign language that uses eight hand shapes and four hand posi- tions in various combinations to display voice sounds rather than words (sounds or pho- nemes). The system offers the closest parallel to spoken language because it shows what we actually hear (phonetics), rather than words.
cuing 1. A signal in any form — a word, graphic, phrase, gesture, or facial expression
— that initiates a response or action or helps the learner to respond to a stimulus or problem correctly in a learning situation. 2.A form of feedback that indicates whether an activity or action is proceeding well or poorly compared to some preestablished standard.
cultural anthropology Used in intercultural training. The study of a given culture so thor- ough that one is able to see the world through the eyes of a cultural group; that is, the ability to adopt the native view or perspective.
cultural diversity training Seecross-cultural training.
culture Seecorporate culture.
cumulative days elimination period Days applied to the elimination period, which need not be consecutive or associated with the same episode of long-term care. See also consecu- tive days.
cumulative record A record maintained for an individual employee, trainee, or client over a period of years. Successive additions are made to the record at relatively frequent inter- vals, as when entering reports of training or counseling. Typically contains all pertinent information concerning the individual, such as personal data, test scores, subjective impressions, work samples, behavior devia- tions, and adjustment procedures employed, obtained from the individual, supervisors, physicians, and technicians.
cumulative trauma disorder (CTD) 159 customer-based pricing
cumulative trauma disorder (CTD) Includes three trauma categories, typically computer- associated: hand and wrist, eyestrain, and back discomfort.
currency futures An investment technique whereby a fund purchases and sells currency futures contracts, enabling the fund manager to establish the number of U.S. dollars the fund will receive in a given delivery month for a certain amount of a foreign currency. In that way, if the fund manager can anticipate a decline of a foreign currency against the U.S.
dollar, the fund can attempt to fix the U.S.
dollar value of some or all of the securities held in its portfolio that are denominated in that currency. By purchasing foreign currency futures, the fund can establish the number of dollars required to pay for a specified amount of a foreign currency in the delivery month.
Thus, if the fund manager intends to buy secu- rities in the future and expects the U.S. dollar to decline against the relevant foreign cur- rency during the period before the future is effected, the fund can attempt to fix the price in U.S. dollars of the securities it intends to acquire.
current assets The total of cash, accounts, and notes receivable for the sale of products or services, operating supplies, and prepayments (insurance, interest, taxes, and the like), less reserves for bad debts, advances on merchan- dise, inventories less any reserves, listed secu- rities not in excess of market, state and munic- ipal bonds, and U.S. government securities.
current cost Cost stated in terms of current values (of productive capacity) rather than in terms of acquisition cost.
current debt The total of all liabilities due within 1 year of the date of the statement, including current payments on notes, mort- gages, debentures, or other funded debts. It also includes current reserves, such as reserves for federal and state income taxes and contingency funds. It does not include reserves for depreciation.
Current Procedural Terminology, 4th Edition (CPT-4) Lists five-digit codes that apply to medical services used by providers for billing purposes.
curriculum development The process of designing, developing, validating, and installing
training and education programs regardless of target group, content, or length — from kinder- garten to graduate degree programs, foreign language to mathematics, plumbing to com- puter design.
curriculum integration An interdisciplinary approach to teaching and learning in which separate subject areas are linked or fused into a more seamless and thematic curriculum to prepare students for real-world demands.
curriculum vitae A description of an individ- ual’s education, training, and experience, writ- ten for an academic audience, that focuses on providing evidence of scholarship in the per- son’s field of preparation, interest, and accom- plishment.
cursive Seescript.
custodial care One of three levels of long- term care. Care provided primarily to meet personal needs that can be provided by per- sons without professional medical skills or training but cannot reasonably be expected to restore health. For example, help in walking, getting in and out of bed, bathing, dressing, eating, and taking medication. See alsointer- mediate nursing care; skilled nursing care.
customary and reasonable charge See cus- tomary charge.
customary charge The amount that physi- cians or medical suppliers most frequently charge for each separate service and supply furnished. This charge is the usually the max- imum amount a health insurance plan will allow for covered expenses.
customary or usual charge See customary charge.
customary, prevailing, and reasonable (CPR) Current method of paying physicians under Medicare. Payment for a service is limited to the lowest of (1) the physician’s billed charge for the service, (2) the physician’s customary charge for the service, or (3) the prevailing charge for that service in the community.
customer Actual or potential users of a com- pany’s products or services.
customer-based pricing A pricing process that starts with the market and works back into the company. It sees pricing as a function of what the market will bear for the benefits offered by the product or service. Theoreti- cally, there is no limit on either the upper
customer capital 160 customer service specialist (CSS)
levels of pricing or profitability other than what the customer is willing to pay. Review and analysis of several factors are key to cus- tomer-based pricing: the nature of the market;
the number, kind, and quality of competitive offerings; the quality of products and services;
and market share.
customer capital The value of an organiza- tion’s relationships with its customers and cli- ents. Includes customers’ preferences and buying patterns, financial stability, and loyalty to the supplying organization.
customer complaint rate The number of customer complaints about products or ser- vices reported to salespersons or dealers or directly to the producer through telephone, telex, fax, or correspondence compared to the total number of products or services provided over a selected period of time. A measure of productivity.
customer experience management (CEM) A process for learning from customer interac- tions (voice, e-mail, Web chat, screen sharing, Voice-overIP, face-to-face contacts, corre- spondence, and others) that focuses the total organization on the customer experience.
Involves capturing, analyzing, evaluating, and improving all types of customer interactions.
customer grouping In organization design, one of the basic organizational alternatives in which elements of the organization are grouped by class of customers. For example, in the chemical industry, groups may be formed to serve farmers, the paper industry, and prescription drug manufacturers.
customer partnering A means of improving sales productivity. Involves linking various company levels and functions between a sup- plier and its customer, including market infor- mation, future products, contacts between management levels, accounting, problem solving, quality improvement, training, and so on.
customer rating (appraisal) system Tapping customers or clients for appraisal data on employees such as salespersons, repair spe- cialists, consultants, and the like.
customer relations The kind and quality of a company’s relationships with its clients and customers with regard to advertising, financial
disclosure, pricing, products, services, quality control, training, and so on.
customer relationship management (CRM) Computer-assisted business strategies designed to optimize profitability and revenue but focus on customer satisfaction.
customer relations training Training designed to improve customer relations and customer service.
Customer Satisfaction Barometer (CSB) An index based on an annual survey of cus- tomers, both consumers and businesses, of 100 leading companies to measure national quality. Initiated in Sweden, comparable mea- sures are being instituted in Germany, Great Britain, and the U.S.
customer self-checkout An information tech- nology initiative that gives retailers a compet- itive advantage by moving customers through the checkout process faster.
customer service See customer service pro- gram.
customer service and support Software for call centeror Web-based services.
customer service program Finding out what customers and clients really want, identifying and analyzing customer service problems, establishing measurable objectives and reward systems, coaching and training customer ser- vice representatives and sales personnel, implementing the program, and tracking and measuring results.
customer service representative (CSR) A person assigned to the customer service department or office who is responsible for providing support for field representatives by handling orders, credit, and adjustments. Also assists functional support groups (production, distribution, customer financial services, scheduling, and marketing) in performing their functions. Requires a thorough knowl- edge of company products and applications.
customer service specialist (CSS) Requires a higher level of expertise than that required of the customer service representative.
Involved in independent problem solving, spe- cial projects, hiring and training, and exercis- ing leadership in the customer service func- tion as well as providing technical assistance to functional groups.
customer window model 161 cycle time (CT)
customer window model A m a r k e t i n g research technique in which product features and customer requirements are compared on two axes. The first axis ranges from what the customer “gets” to what he “does not get,” and the second axis ranges from what the cus- tomer “wants” to what he “does not want.”
customization/customizing The process of tailoring products (including computer appli- cation software) or services, marketing, sales, and distribution plans and strategies, packaging, advertising, and pricing and the like to attract a specific target market.
customized courses See custom training program.
custom training program A training pro- gram designed specifically for a particular group of people in a specific organization.
Employs problems, situations, and other con- tent unique to the target group.
cut A single transition frame inserted between two video clips.
cut-off date In meeting management, a clause in a contract between a meeting planner and a property, such as a hotel, that specifies the date when the property will release a reserved block of sleeping rooms to the general public.
cut score The minimum passing score on an achievement, criterion, or performance test.
cyan One of the subtractive primaries, the hue of which is used for one of the four-color process inks. It reflects blue and green light and absorbs red light.
cyan, yellow, magenta, and black (CMYK) The four primary colors used in process-color printing.
cyber A prefix that indicates a person, place or thing associated with the Internet (e.g., cyberspace, cyberspeak, cyberpunk).
cybercafe Franchised or privately owned cof- fee shops that offer wireless access to the Internet to their customers.
Cybergrrl A member of an Internet clique of political activists. It was created to empower women by using the Net. Also call themselves NetchicksorWebgrrls.
cyber hire Using the Internet as a means of advertising for and recruiting prospective employees. Until the Office of Federal Con- tract Compliance Programs issues guidance for employers who want to be in compliance
when they surf for résumés, they would be wise to keep a careful record of the criteria they use to select the résumés of individuals they may want to interview for a position.
cybering Participating in chat rooms that fea- ture erotic talk and invitations for cybersex.
cybernetics The comparative study of self- correcting systems characterized by closed- loop devices or servomechanisms.
Cybersmear Using the internet (bulletin boards, chatrooms, listservs, and Web sites) to disparage, slur, defame current or former employing organizations. (Attributed to John L. Hines and Michael H. Cramer, “Protecting Your Organization’s Reputation against Cybersmear,” Legal Report, The Society for Resource Management, May–June 2003, pp. 1–2.)
cyberspace The new “universe” made up of many “planets” that tie together the vast net- work of modern communications. Includes cable networks, cellular networks, commer- cial online services, computer bulletin boards, satellite and broadcast television, and tele- phone networks
cybrarian A person whose job is online research and information retrieval. Also called adata surfer orsuper searcher.
cycles of learning Believed by some to be the ultimate tool in the quest for improved quality.
The system requires every manager to monitor performance in every cycle of activity and review feedback to identify clues to do the job better the next time. Similar to experience curve theorybut relies more on the number of different cycles completed and studied rather than on repetition of the same tasks.
cycle time (CT) The average start-to-finish time required to set up, change over, make checks, rework, deliver, and so on. It is a sin- gle and automatic measure of quality, cost, delivery, and effectiveness and a means of integrating those factors. It is calculated by dividing the number of units of work-in-pro- cess by the number of units completed with a given time frame. See also baseline perfor- mance; entitlement performance; first-pass yield; theoretical cycle time; white collar cycle time. Cycle time = number of units of work-in-process/number of units completed.
cyrillic 162 Cystic Fibrosis Foundation
cyrillic An adjective used to describe some- thing senseless or unintelligible, as in “The message went cyrillic after retransmission.” It originated as a reference to the difficulty of the Russian alphabet.
cystic fibrosis (CF) One of the most common fatal genetic diseases of Caucasians. It occurs equally in males and females and is present at birth. The disease causes the exocrine (out- ward secreting) glands in the body to fail to function normally. These glands normally produce thin, slippery secretions, including sweat, mucus, tears, saliva, and digestive enzymes. With CF the mucus-producing exo- crine glands often generate thick, sticky secre- tions that may plug ducts and other passage- ways. These plugs occur most often in the
lungs and intestines and can interfere with vital bodily functions, such as breathing and digestion.
Cystic Fibrosis Foundation A nonprofit orga- nization established to fund research to find a cure for cystic fibrosis and to improve the quality of life for the 30,000 children and young adults with the disease. Funds its own network of 14 research centers in the U.S., finances more than 112 CFF care centers nationwide, offers general information publi- cations, and supports public policy and edu- cation programs. Contact: Cystic Fibrosis Foundation, 6931 Arlington, Rd., Bethesda, MD 20814 (phone 800-344-4823 or 301-951- 4422; fax 301-951-6378; e-mail [email protected];
Web site www.cff.org/).
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D
2DTC Two-way digital teleconferencing.