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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
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
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Select an industry or a company of your choice. Using figure 4.3 on page 110, apply the industry or the company by identifying the segment and key success factors. Justify / explai
Discussion 1- Thinking about any activity that you engage in that involves risk, developed a risk management plan for that activity. Discussion 2- Compare and contrast the follo
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Operation functions of an Organization Case study IKEA is the most successful furniture retailer ever. With 276 stores in 36 countries, it has managed to develop its own s
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Read the Starbucks Global Quest 2006: Is the Best Yet to Come? Case provided in the Course Materials section. From the perspective of an executive with the firm, prepare a 10-12 pa
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