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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
Given the success enjoyed by Southwest, Whole Foods, and Google, why don't all firms use similar approaches to managing their employees?
1. What does the operations function contribute to the business? Answer: The answer must be that the operations function, whether it be to manufacture products or provide servi
Before you answer this discussion question do a little Internet research. Identify and discuss a company that has had great success in expanding its market presence to multiple int
A production line at A's machine shop has three stations. The first station can process a unit in 10 minutes. The second station has two identical machines, each of which can proce
Why do you think unionism is on the wane? Do you think unions will ever regain their membership strength and political influence? What impact might this decline have on the America
Ultimate Objective 1. Manufacturing costs: The unit cost of the product should be estimated carefully and every effort should be made to stick to the cost standards. For
1. What is the role of a CIO in today's global business environment? 2. Dr. Carr presents a good argument in the "IT doesn't matter" reading. Present your view of Carr's central
Recall the case in which an employee claimed harassment by her supervisor in which he altered her work hours with the knowledge that doing so would adversely affect her hypoglycaem
Succession Planning and Workforce Plan Evaluation Develop a succession plan that addresses internal labour needs in the medium to long term, utilising succession planning princ
How can efficiency of purchasing processes be improved?
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