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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
Analyze the four elements of the integrated model of motivation to determine which element is the most essential to get right when motivating employees. Explain your rationale. •As
Which of the following statements regarding service companies and activity-based costing (ABC) is true?
1. If the design tolerance limits for the process are 9.7/11.2, determine the process capability indices C p and C pk . Comment on the values obtained. 2. 1000 items produced
The assignment consists of 3 exercises, and the marks for each question varies. Printouts provided with the prose solutions and explanation of the POM-QM solutions must be original
Identify and describe the key factor(s) in effective project control.
Lead Time - Operations Management Estimated time from release of an order requesting the manufacture or procurement of any item until the time it is available. The lead time (
In what way does a person's value system impact the development of organizational policies? Please limit your answer in just in four paragraphs.
Scope of operation management
What might be the most effective way to secure cooperation from one's Union in tailoring Total Compensation to help the company achieve a sustainable competitive business advantage
Paul decides to play a joke on his neighbour Gerald by secretly "borrowing" his cow, hiding it in his own barn and milking it while it's there. Paul giggles to himself while Gerald
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