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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
Is work measurement used in Organisation - Process Design Is work measurement used in your own organisation? If not, then give thought to how: alternative methods are compared
WHAT WOULD BE A GOOD RESEARCH QUESTION ON THIS TOPIC FOR A GROUP PROJECT
Question 1: W. E. Deming is credited with providing the foundation of Japanese Quality and resurgence as an economic power. Deming is the best known quality expert in the worl
What is the relationship between the growth in worldwide competition and the evolution of the supply chain concept?
Question: You are the Operations Manager at Alien University and one of your responsibilities is to manage the supplies of the University. One of your suppliers has given you
Nan read the note that Tom had just given her. She was doing some home repair for Tom. The note represented the $10,000 that Nan and Tom agreed upon for all of the work. The note r
Describe the common grounds for discharge and the procedural requirements that are outlined in many collective bargaining agreements. State why the following are important when the
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Spencer just learned that his salary is $10,000 more than a co-worker whose job performance is superior to his. Equity theory would predict that Spencer would do any of the followi
What are the different types of strategies? What are the differences among these strategies? How do you determine which type of strategy is most appropriate for your organization?
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