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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
Need step by step solutions to case study 2-1 (auto-assembly)
A young man has decided to open his own auto repair shop. He will need a management information system and he has asked you for help. Determine the capabilities of information syst
Predetermined Time Standards (PTS) - Process Design This is a work measurement technique whereby times established for basic human motions (classified according to the nature
Explain how personal selling can help solve the problem of information overload.
Process Capability - Statistical Process Control The controls charts described so far are concerned with maintaining the stability of a process, but they offer no comment on
Why are company/organizational politics important to a manager?
The amount of time covered by the basic MRP record is called the _____. time bucket new horizon time horizon planning horizon
The results of inspection of DNA samples taken over the past 10 days are given below. Sample size is 100. Days: 1 2 3 4 5 6 7 8 9 10 Defectives: 7 6 6 9 5 6 0 8 9 1 a) Con
Bridget Jones has been the manager of the research office at her company for over a year. She is beginning to wonder if she will ever be comfortable in this role. Her employees see
what do you mean by "line balancing''? what happens if balance doesn''t exist?
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