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Last year, the manager of the service department at East Woods Ford instituted a customer opinion program to find out how to improve service. One week after service on a vehicle was performed, an assistant would call the customer to find out whether the work had been done satisfactorily and how service could be improved. After one year of gathering data, the assistant discovered that the complaints could be grouped into the following five categories: Complaint Frequency Unfriendly atmosphere 5 Long wait for service 17 Price too high 20 Incorrect bill 8 Needed to return to correct problem 50 Total 100
Categorize the following causes of complaints into a cause-and-effect diagram: tools, scheduling, defective parts, training, billing system, performance measures, diagnostic equipment, and communications
Evaluate: Evaluate the information security issues facing the government and identify its three biggest concerns. Application: Demonstrate how the government can use authentication
List five considerations to consider when starting to define the scope of the business process outsourcing transaction and discuss the importance of each in relation to outsourcing
Discuss the pros and cons of the major technologies used in: a. The knowledge creation and capture phase. b. The knowledge sharing and dissemination phase. c. The knowledge acquisi
How is service separated from the person who provides the service? Services frequently cannot be separated through the person who gives the service: a. Every time the servic
1. How did the overall consumer behaviour of Burberry customers change from 2006 to 2010. 2. What measures did Burberry take to improve sales of Burberry merchandise, especially th
Travel Charts and String Diagrams The use of travel charts has already been described under facility layout (see figure on page 140). A string diagram (see figure below) is us
Book Edition Company Book Edition Company produces very rare cover pages for history books. Reader habits change a lot and they change their mind a lot. The cover pages a
Eric Johnson (using data from Problem 1.6) determines his costs to be as follows: • Labor: $10 per hour • Resin: $5 per pound • Capital expense: 1% per month of investment • Energy
the importance of the measurtement of market risk for financial institution
Identify and comment on two stakeholders in the internal environment of an organization.
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