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- Healthy Hots, a fast-food restaurant that offers heart-healthy food, is experiencing several difficulties with operations. Although customers like the idea of heart-healthy foods, and surveys indicate that customers find the food to be tasty and appealing, business has fallen off in recent weeks. At this point, the restaurant is making a profit. Customers have complained about slow service, and employee turnover is high. How can you apply the three principles of total quality management discussed in this module to improve the quality operations of the restaurant? Provide specific and possible solutions.In each of the following, name the term defined. Answers are listed at the bottom. Having your luggage arrive on time when you land at an airport is what type of service in the service package? SecondLife would be this type of virtual service. These procedures are done to make a system mistake-proof. These are the three steps of service at Nordstrom. What are the four strategies for managing customer induced variability? The front end and the back end of a service encounterare referred to as what?American Airlines measured their numbers of lost bags in one month and found that they had lost 80 bags for 25,000 customers. If the average number of bags per customer is 5.1, use the Six Sigma Excel template to find at what sigma level the airline is operating.
- Measurements and metrics pertaining to customer service are essential; nevertheless, what are the potential drawbacks associated with having an excessive number of these types of measures?Explain how independent performance evaluation procedures are either violated or ef- fectively applied in each of the following situations. Identify the problem and suggest the check required (or applied) to prevent the identified problem from occurring.a. The manager who oversees the corporate fleet vehicles signed off on the purchase of 15 luxury SUVs to expand the company's fleet of cars. As soon as this was done, he instructed that the payment be made.b. At a newly opened local restaurant, waiters work six-hour shifts. There are three six- hour shifts per day, with each shift overlapping the next. The restaurant currently has two cash registers and these can be operated by any one of the waiters during a shift without them requiring any form of identification. The new manager has decided that the cash in the cash register box will be checked once every 24 hours, i.e., in the mornings before the new shift for the day begins.c. A company's financial clerk does a spot check of the…System service In the service encounter triad, what is the trade-off between the customer and the service organization?Select one: a. Satisfaction versus length b. Service delivery c. Lenght versus quality d. Effciency versus autonomy e. Efficiency versus satisfaction Why is measuring service quality a challenge?NOTE: This question has 2 answers, you should choose 2 answers NOT 1.Select one or more: a. Different customers may rate the service differently. b. Service may have an impact on future quality of life (Ex:healthcare) c. Customer satisfaction is determined by many intangible factors d. Customer satisfaction is determied mainly by price The process of creating value online is called what?Select one: a. Virtual value chain b. None c. online value chain d. Market space e. value chain
- Suppose your manager presents you with the following information about machines that could beused for a job, and wants your recommendation on which one to choose. The specification width is.48 mm. In this instance, you can narrow the set of choices, but you probably wouldn’t make a recommendation without an additional piece of information. Explain the logic of the last statement.Machine Cost per Unit ($) Standard Deviation (mm)A 20 .059B 12 .060C 11 .063D 10 .061Crirical Thinking Sometimes service quality may not meet customers' expectations. What problems have you experienced with quality in the delivery of the following services? a. A haircut b. A dental visit c. Compute, repairs d. Your college education What do you think is the ,eason for the poor quality? How would you improve the quality of service?DONT COPY THE SAME ANSWER ANYMORE THANKS! Give the operational definition, NOT JUST THE NORMAL DEFINITION (it should be measurable, needs a standard procedure in measuring a concept) of the following: STUDY HABITS:
- Reinventing the Wheel at Apex Door CompanyJim Delaney, president of Apex Door, has a problem. No matter how often he tells his employees how to do their jobs, they invariably “decide to do it their way,” as he puts it, and arguments ensue between Jim, the employee, and the employee’s supervisor. One example is the door design department, where the designers are expected to work with the architects to design doors that meet the specifications. While it’s not ‘rocket science,’ as Jim puts it, the designers invariably make mistakes-such as designing in too much steel, a problem that can cost Apex tens of thousands of wasted dollars, once you consider the number of doors in, say, a 30-story office tower.The order processing department is another example. Jim has a very specific and detailed way he wants the order written up, but most of the order clerks don’t understand how to actually use the multipage order form. They simply improvise when it comes to a detailed question such as whether…Case study: The Copy Center HoldupCatherine Blake, the office manager for the College of Business Administration, has received numerous complaints lately from several department chairpersons. In the past few months, the chairpersons have insisted that something be done about the amount of time their administrative assistants waste waiting in line to make copies. Currently, the college has two photocopy centers dedicated to small copying jobs: copy center A on the third floor and copy center B on the fourth floor. Both centers are self-serve and have identical processing capabilities. The copying machines are not visible to the administrative assistants from their offices. When copying is required, the administrative assistant goes to the copy room and waits in line to make the necessary copies. Catherine’s assistant, Brian, was assigned to investigate the problem. Brian reported that, on average, administrative assistants arrive at copy center A at the rate of 10 per hour and at copy…Case study: The Copy Center HoldupCatherine Blake, the office manager for the College of Business Administration, has received numerous complaints lately from several department chairpersons. In the past few months, the chairpersons have insisted that something be done about the amount of time their administrative assistants waste waiting in line to make copies. Currently, the college has two photocopy centers dedicated to small copying jobs: copy center A on the third floor and copy center B on the fourth floor. Both centers are self-serve and have identical processing capabilities. The copying machines are not visible to the administrative assistants from their offices. When copying is required, the administrative assistant goes to the copy room and waits in line to make the necessary copies. Catherine’s assistant, Brian, was assigned to investigate the problem. Brian reported that, on average, administrative assistants arrive at copy center A at the rate of 10 per hour and at copy…