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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 gath- ering 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
Identify how changes in the external environment may affect the operation management strategy for company. For example, what are the following factors likely to have on operation m
propose process improvement, and justify your reasons for the improvements, to the flowchart for answering calls
This assignment requires you to look in some detail at one quality issue arising in your organisation. Some of the exercises in Units 4 and 5 have already suggested that you consid
A company that produces pleasure boats has decided to expand one of its lines. Current facilities are insufficient to handle the increased workload, so the company is considering t
It is sometimes required to record in minute detail the simultaneous movement of the different parts of the body of an operator during the performance of a single
All of the following convetions are widely adopted project teams create the second level of the project Work Breakdown Structure (WBS) EXCEPT: A. The second level may be organized
What is the strategy formulation process
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Define the term productivity (a) Productivity implies more number of goods (output) from the same amount resources (input) (b) Management can play an important role in pro
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