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Customer Satisfaction and Service Quality - Operation Strategy
Although you have seen examples of the dimensions along which companies compete and approaches to operations strategy formulation illustrated by the approaches of Hill , Platts and Gregory and Slack, it is important to consider the dimensions of service quality. The following well known analysis by Parasuraman, Zeithaml and Berry (1985, 1994) is based on a 'gap' or disconfirmation model.
Essentially we are attempting to define customer requirements or service quality. Parasuraman et al describe ten determinants of service quality.
Using the data, suppose the manufacturer has an inflated demand forecast as follows: Quantity Probability 2,200 5% 2,300 6% 2,400 10% 2,500 17% 2,600 30% 2,700
According to Elyahu Goldratt, the TOC system uses a scheduling approach called _____. drum-buffer-rope drum-buffer-string drum-rope-buffer drum-buffer-line
Describe the organizational structure that results from each of the different bases of departmentalization?
• answer the following questions on or before Sunday, March 31: 1) With whom does your organization compete in terms of compensation and benefits? What does your company policy
Your company has been invited to look at possible improvements to the manufacturing system at Fly Fishing Reels. Your colleague has already visited the company to collect the atta
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explain the concept and practice of corporate social responsibility (CSR).
power point about lean sychronization
Given this information: Expected demand during lead time = 300 units Standard deviation of lead time demand = 30 units Determine each of the following, assuming that lead time dema
When concerned with project procurement management regarding a project, list the different steps of the supply process and reasons why or why not the project would have been more s
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