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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
1. How much of an impact does "maturity" level of the industry or company have on strategy? 2. Can you be innovative in a mature industry? 3. Can you be conservative in an in
What is queuing theory in operation management? Queuing theory is usually seems a branch of operations management since the results can be used to plan for resources require
where can I get a practice test?
implantation of operation strategy
Based on the description of Coyote Community College and its environment, what specific types of measures should they include in each of their perspectives of the balanced scorecar
An individual has $25,000 invested in a stock with a beta of 0.8 and another $40,000 invested in a stock with a beta of 2.0. If these are the only two investments in her portfolio,
What strategies should be considered if a small business is setting prices for a product that is to be exported? How are these strategies different from those used in a domestic ma
The roller coaster at Treasure Island Amusement Park consists of 15 cars, each of which can carry up to three passengers. According to a time study each run takes 1.5 minutes and t
The process for renewing a driver's license at the Archer County Courthouse is as follows. First, the clerk fills out the application; then the clerk takes the driver's picture; an
Describe some of the challenges of implementing a continuity strategy for an organization. How would you overcome these challenges? What risks do you run by not implementing
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