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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
Garden Variety Flower Shop uses 760 clay pots a month. The pots are purchased at $2 each. Annual carrying costs per pot are estimated to be 30 percent of cost, and ordering costs a
It has been suggested that emotional intelligence is more important to good leadership than technical or intellectual intelligence. Do you agree or disagree with this suggestion? W
Aims of Trade off in Business Strategy - Operations Focus The aim of operations focus is to ensure that, along with the other management functions, all of the operations workf
A manager must make a decision on shipping. There are two shippers, A and B. Both offer a two-day rate: A for $536 and B for $525. In addition, A offers a three-day rate of $464 an
Management believes 6,000 WVD drums could be sold each year if the company had sufficient manufacturing capacity. As an alternative to adding another welding machine, management ha
As the administrative manager in a law office, you have been asked to develop a system for evaluating the productivity of the 15 lawyers in the office. What difficulties are you go
Medical studies have shown that 10 out of 100 adults have heart disease. When a person with heart disease is given an EKG test, a 0.9 probability exists that the test will be posit
Performance problems seem all too common in your workplace. People don't seem to be putting forth the needed effort, and interpersonal conflict on the work teams seems to be a cons
Why is quantitative risk so important in risk mitigation? Explain how you have seen this in action in life or in your organization.
Factors Affecting Productivity Improvement As has already been stressed, productivity improvement is not simply concerned with finding ways of making people work harder, nor
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