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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
Think back to a time when you wondered about a practice or structure within an organization. If you cannot remember such a situation from your own work history, you may write about
The Manchester United Soccer Tournament project team (refer to the Manchester United Soccer club case study in chapter 4 of the text) has identified the following potential risks t
Fatigue is a major safety concern in the aviation industry. How does safety management address fatigue issues yet accomplish the job without incurring more costs in the company. We
What should the new organizational structure look like? Where the systems manager should put each manager? • When should the new organizational change be announced? Explain whic
A company is setting up an assembly line to produce 192 units per eight-hour shift. The following table identifies the work elements, items, and immediate predecessors. Questions:
In most cases, organizations adjusted their structures as part of the process of implementing a new strategy. Why might this practice not be advisable?
When a contract is drawn up that becomes void due to illegality, do you believe that it involves the commission of a crime? Has a crime been committed by either party since the con
The following table shows the critical factors in a company's decision on choosing a new piece of equipment. Calculate the breakeven volume and utilization for each option and then
Scheduling In Mass Continuous Scheduling In Mass Continuous and Project Type Production System The scheduling aspects mentioned so far have been concerned with job shop
A production process is known to produce a particular item in such a way that 5% of these are defective. If two items are randomly selected as they come off the production line, wh
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