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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
A risk of disciplining employees is that some employees retaliate. To avoid that risk, what organizational policies might encourage low-performing employees to leave while encourag
Think of a class you've taken in the past. What standards of performance did your professor establish? How was your actual performance measured? How was your performance compared t
Compare and contrast the Quality Circle and High Involvement applications of employee involvement
Jill and Seth, recent graduates, were hired as computer analysts for HRJ Enterprises. In a conversation over lunch, Jill discovered that Seth's salary was 15% higher than hers. Ass
#question: mass customisation and rapid product development can be regarded as current trends in morden manufacturing operations. explain each of these and discuss the relationship
Question 1: Describe the main growth strategies that a firm can pursue and discuss conditions that favour each strategic option. Support your answer with suitable examples.
What are the advantages of using delegated sourcing strategies? Advantages of using delegated sourcing: a. Expertise of outsourcer as an example of core skills the organi
What's an effective mission statement for the Chattanooga Ice Cream Division?
Based on your research of the United and Continental Airline merger, evaluate the challenges experienced during the merger and the resulting impact to the business. Assess the effe
Identify and describe a current situation, within your current or former organization, where the challenges of the process of change, due to a competitive global environment, has
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