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A recent Gallup poll of 519 adults who flew in the past year (published in The Economist, June 16, 2007, p. 6) found the following their number 1 complaints about flying: cramped seats (45), cost (16), dislike or fear of flying (57), security measures (119), poor service (12), connecting flight problems (8), overcrowded planes (42), late planes/waits (57), food (7), lost luggage (7), and other (51). ( a) What percentage of those surveyed found nothing they disliked? ( b) Draw a Pareto chart summarizing these responses. Include the “no complaints” group. ( c) Use the “four Ms” method to create a fish-bone diagram for the 10 specific categories of dislikes (exclude “other” and ‘4no complaints”). ( d) If you were managing an airline, what two or three specific issues would you tackle to improve customer service? Why
Research an article on Steve Jobs/Apple that discusses a communication incident, either positive or negative. For example, maybe your company recently implemented a new return policy, how was this communicated to team members or customers? Or maybe a..
The original go-live date for a pilot implementation of Petrie’s Electronics’ new customer relationship management (CRM) system was July 31. That was only six weeks away, and Jim knew there was no way they were going to be ready. In Week 7, we learn ..
Compare the differences between the theory you have chosen and at least one current approach/theory of management. In your comparison, include a minimum of two similarities and two differences.
How does the ethnicity of Whites differ from visible ethnic differences in its effect on a person's experiences and opportunities?
Which of the following is NOT an element of the project master plan?
Some people believe that outsourcing jobs to lower wage countries will benefit the U.S. economy in the long run because the price of the goods will be lower. Do you agree with this belief? Why or why not?
Most of your supplies are purchased from just a few distributors that call on your store once every two weeks.
Prairie State Bank operates a drive-up teller window that allows customers to complete bank transactions without getting out of their cars. On weekday mornings, arrivals to the drive-up teller window occur at random and follow a poison distribution. ..
If holding costs were to increase by $9 per year, how much would that affect the minimum total annual cost?
Respond to the following on Enterprise Resource Planning (ERP). What are the typical benefits of ERP? What are the disadvantages of ERP?
Describe FIVE ways in which emerging economies have benefited as a result of foreign direct investment in their countries by multinational enterprises.
How can organizations identify future leaders with a given set of traits? Which methods would be useful for this purpose? (Be specific) What other traits can you think of that would be relevant to leadership?
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