What is a customer-satisfaction system

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Reference no: EM133986335

Assignment:

Answer the following questions:

Define measurement.
What are the eight performance measure categories for organizations?
What is a customer-satisfaction system?
Define goods quality and service quality.
What are five dimensions of service quality?
Define service upsets and give an example from personal experience.
The performance measure "time" relates to what two performance dimensions?
Define goods and service design flexibility and volume flexibility.
Define innovation and learning.
Define productivity and operational efficiency.
Define interlinking. Why is it important?
Define the value of a loyal customer. Why is it important?
How are the customer defection and customer retention rate related?
What are some of the questions IBM uses to evaluate performance measures?
Define actionable measures.
Explain the Baldrige Model of Organizational Performance.
What are the four performance categories of the balanced scorecard approach to performance measurement?
What are example performance metrics for suppliers, value-creation processes, and customers in the value chain model of organizational performance?
What is the primary theory of the service-profit chain model of organizational performance?
What are the implications of Marriott's quote "Happy employees create happy customers"? What does this mean for human resource management?

Reference no: EM133986335

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