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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
Define the term, transfer of learning. (2) A critical issue in training is the transfer of training, and ethics training is no exception. How could the transfer of ethics training
Food is an integral part of understanding different countries, cultures, and lifestyles. In fact, your company is interested in importing Australian wine to the United States. Howe
Transforming Inputs into Outputs - Productivity Measures As will become clearer during the course of this chapter, a more quantitative definition of productivity cannot easily
Describe what the term "data redundancy" means in database design. Explain if it is bad and if a normalized database design is always the best design. Discuss the pros and cons of
When JetBlue left their customers sitting on the tarmac for hours on Valentine's Day, and their CEO was ultimately terminated as a result, the company was responding to (pick the b
Slighty Used Goods has Cash of $2,150 inventory of $28,470, fixed assets of $9,860, accounts payable of $11,900, and account receivable of $4,660. What is the cash ratio?
Why is quantitative risk so important in risk mitigation? Explain how you have seen this in action in life or in your organization.
types of manufacturing systems and layout
discuss the evolution of operations management in the last 10 years
Number Defective - Np Chart This type of chart can be used when it is possible to establish a constant sample size n. It has the advantage that it is readily understood by use
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