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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
Audio cables, INC. is currently manufacturing an adapter that has a variable cost of $.50 per unit and a selling price of $1.00 per unit. Fixed cost are $14,000. Current sales volu
Goldratt - Theory of Constraints 1 identify the systems constraints 2 exploit the systems constraints 3 subordinate everything else to the above decision 4 elevate
What is the difference between personal and business ethics?
Assume that you own a very upscale restaurant (think shearwater at the hotel Del Coronado or the grant grill at the us grant hotel). Business has fallen off greatly at your restaur
Ques: On what basis do you think Schmenner (1986) suggests that service managers who see themselves as unique may be 'left in the dust'? Ans: Schmenner (1986) suggests that if s
Describe the S&OP process. What are the major trade-offs that must be considered?
For you personally, do you consider employee empowerment and participation important? Would you take a job where you are not empowered?
Connected Flow and Disconnected Flow System Such systems deliver very low unit costs, they are vulnerable; because of the absence of work-in-progress buffers, if one process f
What is the role of structure query language (SQL) in database object creation and information management in a relational database? Identify three SQL commands that are used for da
Design a performance appraisal form for a position or targeted job for which you have some first-hand knowledge. First: be clear about the purpose of the assessment process: i.e.,
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