How would you propose that the factors be measured

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Question: 1. Employee empowerment is an essential element of quality management, especially in services. From your own experience, cite instances where a service provider empowered its employee to go the extra mile to delight you. Then indicate an instance where the opposite happened.

2. You have been commissioned to create a local equivalent of the Malcolm Baldrige National Quality Award for your college's campus. The winner will receive free campus parking for one academic year. Prepare a list of criteria for use in deciding who on your campus is most worthy of this award. How would you propose that these factors be measured? Should they be?

Reference no: EM131920387

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