3. The service encounter is high quality when it is dominated and controlled by ? a. Contact personnel. b. None of the three. c. Customer d. Service organization
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- Compared to manufacturing, services usually have a. lower customer contact. b. higher standardization of output. c. less interaction with the customer. d. better quality control. e. none of the above.Which of the following statements does NOT help to close the gaps? * a. Service must reflect customer expectations b. Give information on product research and feedback on operations to customers c. educate customers to see the reality of service delivery d. Unlearn perceptions and interpretation of service delivery 2. Displaying performance on the firm's quality standards through surveys and customer advisory panels are examples of ___ of service quality * a. hard measures b. soft measures c. control chart metricone of the 14 Points of Deming is . Cease dependence mass Inspection to improve quality a. Explain the point using your own words b. Give a clear example on how you will apply it in a manufacturing organization Give a clear example on how you will apply it a service organization
- system 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 priceAt Conner Company, a custom manufacturer of printedcircuit boards, the finished boards are subjected to a finalinspection prior to shipment to its customers. As Conner’squality assurance manager, you are responsible for making a presentation to management on quality problems at the be-ginning of each month. Your assistant has analyzed the rejectmemos for all the circuit boards that were rejected during thepast month. He has given you a summary statement listingthe reference number of the circuit board and the reason forrejection from one of the following categories:A = Poor electrolyte coverageB = Improper laminationC = Low copper platingD = Plating separationE = Improper etchingFor 50 circuit boards that had been rejected last month, thesummary statement showed the following:C B C C D E C C B A D A C C C B C A C D C A C C BA C A C B C C A C A A C C D A C C C E C C A B A Ca. Prepare a tally sheet (or checklist) of the different reasonsfor rejection.b. Develop a Pareto chart to identify…the statement is correct and FALSE if the statement does not fit the description. of paper, write TRUE if 1. A customer is a person or organization that transacts with a business person or business organization to buy goods or services for monetary or other valuable considerations. 2. Customer Relationship Management can take on many forms-salespersons assistance, product delivery, technical advice, help desks, or other means. 3. Companies can best manage customer service quality by establishing service objectives with specific and measurable targets. 4. Customer service is a process of managing an organization's interactions with current and future customers. 5. By Knowing the value or worth of its customers, a company can focus its resources in attracting and keeping the "right" type of customers. 6. The customers are the lifeblood of any business. 7. The business is the one responsible for sealing the deal with customer. 8. A customer's lifetime value can be based upon the potential…
- When it is stated that a service driven company should redefine what the service should be, what is being suggested? Select one: a. The customer doesn't know what they want (size, weight, cost, etc.) b. The customer doesn't know how to ask for service improvement (cost, features, reliability, etc.) c. The customer may really want subtle features (fairness, features, information, etc.) d. The customer may really need some form of discount (less money, more service, or both)1. Which of the following is classified as value added activities in a hospitality services (5- star hotel) firm? a) Coordination meetings among the user departments to ensure that guest requests are quickly responded b) Stocking large quantities of linens and towels so that the guests are not disappointed on the availability of these c) Introducing a new two-step verification procedure of the menu to be delivered as room service to ensure it is as per order d) None of the above 2. Which of the following best describes the core benefit arising out of a lean implementation? a) The employees will be more aware of the problems in their work area b) The work place will become more cleaner and orderly c) The organization will be able to increase the output with the available resources d) The waste churning out of the process will increase 3. Which of the following statements is true with respect to the performance metrics useful for productivity improvement? a) Cost of quality…match each variable types with its description: variables: Process input variable, Process output variable, Critical to quality, Key process output variable, Key process intput variable, description (a) a product or process requirement that is no matter to the customer (b) a product or process knob or control that affects characteristics of importance to the customer (c) a product or process knob or control that has no impact on the process (d) a product or process requirement that must be present to make the customer happy but that the customer does not know to explicitly specify (e) a product or process requirement specifically requested by the customer
- The key difference between internal and external customers is: Select one: a. External customers can usually influence the design of the product b. Internal customers can influence the design of the product c. Their interest in the product or service d. External customers best determine the true quality of the productQuality: Discussion Forum (I) No unread replies.No replies. After completing the weekly reading, please post a response to the following question. Assume that you are the director of quality assurance at Honda Motors, a major automaker. An issue with unintended acceleration in Toyota vehicles has occurred. Drivers in standing position, or shifting into drive, find that the car accelerates even when they are not pressing the gas pedal. Numerous complaints have been made and a couple of injuries sustained. In talks with Toyota engineers, Honda engineering discovers that Toyota cannot duplicate the issue. They suspect that it is customer error, carpet movement or other extraneous material causing the issue. As head of QAPlease explain the hard- and soft-customer defined standards. Give at least two examples for each regarding Target corporation please give me references