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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
Calculate the future value of 2,000 in 1. 5 years at an interest rate of 6% per year 2. 10 years at an interest rate of 6% per year 3. 5 years at an interest rate of 7% pe
The five types of leadership styles are most applicable in certain situations. Discuss the applicability of each of the five types in project leadership situations and its usefulne
Your company's matrix organization isn't working; decisions are taking too long and it seems to you that instead of best solutions you're getting compromises. As CEO what would you
To the closest year, how long will it take a $200 investment to double if it earns 7 percent interest? How long will it take if it earns 18 percent?
Mathematical Analysis of the Normal Distribution Curve Mathematical analysis of the normal distribution curve has produced data tables which provide population statistics in r
1. When Apple introduced iTunes, a new market was opened. Which of the following describes this type of innovation? a. Value capture b. Presence c. O
operation setback chart
1. How might a company's business strategy affect the internal alignment policies and techniques of its Total Compensation system? 2. How might a company's business strategy affect
At a decision point in a decision tree, which machine would you select when trying to maximize payoff when the anticipated benefit of selecting machine A is $45,000 with a probabil
implantation of operation strategy
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