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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
A fishbone diagram as part of a six-sigma quality improvement process might be found in which DMAIC category?
Describe the advantages and disadvantages of the various methods of data collection.
The project manager is normally directly accountable for the project result, schedule and budget.
"Detecting Unethical Practices at Supplier Faculty" Please respond to the following: • Assess the value of having a Supplier Code of Conduct when outsourcing operational functio
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A manufacturing company sells its products directly to customers and operates 5 days a week, 52 weeks a year. The production department of this company can produce at the rate of 6
1. What are the four functions of management? Define them. How do these functions relate to the goals of an organization? What is the relationship of efficiency and effectiveness t
Why is it important for groups and teams to have a balance of conformity and deviance and a moderate level of cohesiveness?
Which of the following is not a characteristic that distinguishes services from goods? Service jobs are unskilled A service is intangible Services are perishable Services are heter
A machine shop has two machines, M1 and M2. Four jobs A, B, C, and D need to be processed through machines M1 first and M2 second. Job A will take one hour on machine M1 and three
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