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LEADERSHIP AND ORGANIZATIONAL BEHAVIOR
A company manufactures equipment, and sends out technical support engineers to help install the equipment at customer sites. The customer service department reports a higher incidence of customer calls about problems with the equipment or installation.
1. What are some alternative causes of the rise in complaints? Think of at least 10 different ideas.
2. You are planning a series of meetings with employees in manufacturing, engineering, technical support, and customer service to identify ways to improve customer satisfaction. What kinds of questions could you ask during these meetings?
3. What is positive deviance? How could you use positive deviance to improve satisfaction?
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In order to improve her service, Molly is considering purchasing new dry-cleaning equipment, including a pressing machine that could substantially increase the speed at which she can dry-clean clothes and improve their appearance. If Molly purchases..
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Analyze the application of these management concepts to your place of work; the paper will not simply be a report on the five functions in general.
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From the case study and e-Activity, determine the key reasons why Southwest Airlines has such high customer satisfaction ratings in comparison with other airlines. Provide two (2) examples that illustrate instances of customer satisfaction
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Your final project entails systematic extraction of decision-aiding insights out of a dataset provided to you in the Doc Sharing area.
A small computer firm orders monitors for sale. The annual demand is 1300 per year. The holding cost is 10 percent of the value of the monitors on hand.
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