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- 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 metricIn evaluating the quality of a service, Nick noticed the staff was very knowledgeable and were able to explain all of the options clearly. This evaluation is based on the _____ component of service quality. A.empathy B.reliability C.assurance D.responsivenessAccording to DuPont's model Select one: a. Improvement should be based on security audits, among other things. b. It is not necessary to perform security audits, which is a time advantage for the organisation. c. Security audits are not necessary because they are not required by the defining standard. Clear my choice
- 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 organizationTrue or False: Most importantly, the Internet has empowered customers by letting them vent their rage about bad service—or reward good service—and send their comments around the world with a mouse click. Although a person who has a good customer experience is more likely to talk about it, someone who has a bad experience will talk to less people. The reality is that customers do not merely purchase and use a service; they play an active role in its delivery. Their words and actions affect the quality of their service experiences and those of others, and the productivity of frontline employees. Moreover, one study estimated that one-third of all service problems are caused by the customer. The growing shift to self-service technologies will likely decrease this percentage.Providing quick service is an important aspect of quality customer service. Analyze how this can be incorporated in your decision making.
- The sales manager of STC Telecommunication Company, conducts interviews of the sales representatives. During the interview, these questions were asked from the sales representatives which are related to the performance of their job: the percentage of the time spent in making presentations to new potential customers, telephone conversation with current customers, time spent working on the computer, and engaging in on- the job activities. What potential sources of error might be associated with the manager’s line of questioning specifically on the different tasks performed by the sales representatives?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)Effectve quality management strategies are crucial for operations management.It leads to cost reduction and customer satisfaction. On the basis of online data availability, select any organization and analyze its quality management techniques. Length of the answer Between 225 and 250 wordsMarks distribution of the question is as follows: Originality: References:Analysis of quality management techniques used by the selected organization:
- A healthcare provider manages 5,000 employees across 25 locations in the country. The organisation has a respectable turnaround for nearly two decades. Yet in order to increase that margins further, managers wanted to implement improvements across all the functions. Patient satisfaction being the single-most important aspect, the organisation engaged in a renewed campaign of TQM. The organisation chose to adopt a ‘plan-do-check-act’ cycle with the intention of reducing longer patient waiting times and complaints.The organisation decided to ensure all new employees understood this quality culture from the onset. At orientation, staff now receive a crash course in the company’s performance excellence framework – a management system that organises the firm’s processes into five key areas: quality, customer service, people and workplace, growth and financial performance. As employees rise through the ranks, the emphasis on improvement follows, so managers can operate within the company’s…If “Most services are characterized by an encounter between a service provider and a customer” (Bordoloi, p. 95), then “This interaction, which defines the quality of the service in the mind of the customer, is called a ‘moment of truth’ (Bordoloi, p. 95). It is this “moment in time” when your customer “is evaluating the service and forming an opinion of its quality” (Bordoloi, p. 95). Each of these “moments of truth” is an opportunity “to influence the customer’s perceptions of the service quality” (Bordoloi, p. 95). What does this look like in your current or futurebusiness model? Describe some of your current or expected moments of truth. Once you have answered that, how will you continually change the “mind of the customer” to make sure these moments of truth positively impact your organization?Quality: 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 QA