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1. Progressive Insurance examined insurance from the customers' viewpoint and saw how difficult it was to get an auto claim processed and paid by insurance companies. Then the company crafted its service strategy around solving that problem. The company now has fleets of claim adjustors on the road every day, ready to rush to the scene of an accident in their territory and provide fast claims processing-sometimes on the spot. Progressive Insurance relies on _____ service standards.
A. Company-defined B. Competitor-focused C. Customer-defined D. Cost-focused E. Service provider-defined 2. One of the Four Seasons Hotel's customer-defined standards is "staff will speak to guests in an attentive, natural, and courteous manner. This is an example of a(n) ________ customer-defined standard.
A. Responsive B. Intangible C. Informal D. Measurable E. Soft 3. Which of the following is an example of a specific behavior or action that defines the performance expected by customers?
A. Cost estimate is price customer pays B. Fixes the product right the first time C. Delivers the product on the promised date D. Greets customers within 5 minutes of entering the store E. All of the above
Organisations use multiple business management strategies to ensure its optimal performance. Discuss the role of Total Quality Management in that sphere
Compute the beta for the total portfolio and Analyze the portfolio.
Assume you are in a degree program in college and are concerned about getting your degree. Create a fishbone (cause-effect) diagram, with "failure to get degree" as the problem outcome. Identify at least four possible threat risks for this problem..
Johny ordered a chicken sandwich from a restaurant. While eating, he was injured by a chicken bone that lodged in his throat.
Explore the cultural patterns (beliefs, value, norms, and social practices) of that nation/cultural group, and then compare your cultural practice and his/her cultural practice in U.S.
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Calculate the equivalent cost of owning and operating if the discount rate is 5% per year? Calculate the equivalent cost of owning and operating if the discount rate is 15% per year?
Discuss some of the differences and relationships between behaviourism and organizational psychology. Why do you think Organizational Behaviour has tried to accommodate both?
What is the role of an ethics committee in a modern healthcare facility? Do some research, and present at least three issues which come before ethics committees.
What are the total relevant costs of accepting the special order? From a quantitative basis, should they accept the special order? By what amount will the rink's net income increase or decrease if they accept the special order?
Discuss the role of the leader in the change process, the different responsibilities that leaders and HR managers have in a change project.
Assume that Anthony had contacted various users of Yahoo's online dating service only to discover that each user's profile exaggerated the user's physical appearance, intelligence, and occupation. Would Anthony prevail if he brought a lawsuit for ..
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