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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
Describe the four-step framework for one-to-one marketing that can be adapted to CUSTOMER RELATIONSHIP MANAGEMENT marketing?
Research and tell us about one intentional tort that occurred in sports. Be specific and in-depth with your answer. Be sure to include the who, what, when, why, and where of the in
A case study presents an account of what happened to an organisation or business over a period of time. It chronicles the events that occurred within that organisation and which th
Explain the concept of a process approach. What is scope? Explain the concepts of normative references?
The United Auto Workers union enters into contract negotiations with the Ford Motor Company in Michigan. What are the three main subject areas the UAW can negotiate with Ford? Prov
Medical Solutions, Inc. has the following claims it must complete in the next week (40 hours). The jobs are as follows: Claim Type Number of Claims to Process Setup (Changeover) Ti
It is important that Lean Six Sigma efforts be linked specifically to strategic goals of the organization.
The product-process matrix used to analyze manufacturing operations brings together the elements of: a) Customization, volume, and process. b) Volume, process, and intensity.
penality
Question : Describe as to how the maintenance planning will help improve the effectiveness and efficiency of the organisation Advantages of having planning as an exclusive f
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