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Communication - Customer Satisfaction and Service Quality
Involves keeping customers informed in language they can understand and listening to them. It may mean the company has to adjust its language for different consumers - increasing the level of sophistication with a well-educated customer and speaking simply and plainly with a novice. It involves: explaining the service itself, explaining how much the service will cost, explaining the trade-offs between service, cost and assuring the consumer that the problem will be handled.
Select a company that you believe uses employees to achieve a competitive advantage. Discuss how the employees effectively execute the strategy and how the company can sustain this
techniques & applicationa
When selecting members for a team, certain skills are very important. These skills are best described as: a. Technical skills and interpersonal skills b. Analytical and intuitive s
Measuring the impact of a capital acquisition on productivity is an example of multifactor productivity.
Company vice-president, acting with what he thought to be company policy, fired a manager (Dean) that had filed for divorce and moved in with a female co-worker. He was fired on gr
A company is considering whether to replace a machine. The old machine costs $90,000 and is being depreciated at 10% per annum using the straight line method. It is written down va
Explain the risks associated with levelling resources, compressing or crashing projects, and imposed durations, or catch-up, as the project is being implemented.
Some people argue that the matrix structure should be adopted only as a last resort because the dual chains of command can create more problems than they solve. Discuss. Do you agr
1. One consequence of globalization is increased competition. 2. Due to globalization, organizations often locate parts of their operations in different countries. 3. Due to global
What are the disadvantages of the demand management strategies? The disadvantages of the demand management strategies are as illustrated here: a. Not at all times effective
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