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Tangibles - Customer Satisfaction and Service Quality
Include the physical evidence of the service: physical facilities, appearance of personnel, tools or equipment used to provide the service, physical representations of the service, such as a plastic credit card or a bank statement and other customers in the service facility.
Operations strategy development in the service sector is of the same genre as those methods already illustrated. Firstly, measure the gaps between current achievement and market requirements. Most service strategies are customer focused and dependent on a strengths and weaknesses analysis.
The PZB (Parasuraman, Zeithaml and Berry) approach is illustrated in the figure below (Parasuraman et al, 1985). The analysis shown was drawn up after a survey consisting of 12 focus groups and in depth interviews covering four nationally recognised US services firms covering retail banking, credit cards, securities brokerage and product repair and maintenance.
Objectives of Production and Operation Management Production is an organized activity in a manufacturing organization. Each organized activity should spell out its objectives so
I-mart is a discount optical shop that can fill most prescription orders in around 1 hour. The management is analyzing the processes at the store. There currently is one person ass
A quality team at Milburn Textiles has been charged with setting up control charts to monitor a key dyeing process that has been improved and now stable. The ideal temperature for
A wealthy farmer owns fifty acres of land. He is going to plant each acre with sugarcane or corn. Each acre planted with sugarcane yields Rs 16,000 profit; each with corn yields Rs
Describe the reasons Pandora would create a disaster recovery plan and a business continuity plan
What are the disadvantages of the Level capacity strategy? The disadvantages of the Level capacity strategy are as follows: a. High risk of stock obsolescence when customer
Bill of Materials are kept current with changes using: a) Inventory Tracking Systems b) Engineering Change Order Systems c) Master Scheduling Systems d) Capacity Planni
#question.six operators are to be assinged with 5 jobs with cost of assingment in rs given in the matrix below 1 2 3 4 5 62526 25877 78698 62345 93897 47468
Which of the following probability distributions cannot be simulated ?
Give some examples of how technology is creating employer/employee rights and policy issues. Then suggest some possible actions that may be needed
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