Which of the given options is not a tool used in total quality management? a) Cause and effect model b) Check sheet c) C chart d) Queuing model
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- Below is a table of data collected over a six-month period in a local grocery store. Construct a Pareto analysis of the data and determine the percentage of total complaints represented by the two most common categories. Note: Round your answer to the nearest whole number. All Other 71 Checker 59 General 58 Service Level 55 Policy/Procedures 40 Price Marking 45 Product Quality 87 Product Request 105 Checkout Queue 33 Stock Condition 170With which decisions related to FMS design or control can the following methodsassist? Also, briefly describe how each method would be used.a. Queuing theoryThe 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?
- Mr Smith is working as the director of credit collection department at SISHGC Building Supplies Limited. The credit collection department recently shifted from the legacy system to a new system that was installed four months ago. Mr Smith is not happy with this newly installed system. His complaint is that the data flow from the billing and account receivable departments is not occurring in the manner originally requested. Further, the updates to the database files are not occurring as frequently as he had envisioned. Thus, the hope that the new system would provide more current and timely information has not materialised. Mr Smith claims that the systems analysts spent three days interviewing him and other workers in his department. During that time, he and the other workers thought they had clearly conveyed their needs. At this stage, Mr Smith feels as if their needs were ignored, and their time was wasted. Required: Identify the issues in the system design process. How can these…Mickey Mouse: To Talk or Not? When Walt Disney created the Disney empire in the 1950s, he forbid its star characters such as Mickey Mouse and Pluto to talk. Mr. Disney thought it would be too difficult to control the service encounters between customers and the Disney characters, and it would ruin the “magic” of Disney. Therefore, Disney characters were trained to gesture and use only their body language to interact and entertain guests. Today, during a meeting of (fictional) senior “imagineering” managers, Mr. Luke Tomas, V. P. of Costume Design, said, “Mr. Walt Disney would not like Mickey Mouse talking if he were alive.” “But Luke, if Mickey speaks it gives us new ways to interact with our guests,” responded Cindy Bridgetown, V.P. of Imagineering, and Luke’s boss. “Cindy, we can’t control the conversation if Mickey talks to guests. Kids and parents are going to get their feelings hurt one way or another. And it’s too demanding on our employees.” Using the “What Do Operations…Which of the following is not part of process management? A) monitoring tasks B) measuring tasks C) optimizing tasks D) costing tasks
- Which of the following is a typical characteristic a service process? Group of answer choices a Low customer contact b Perishable outputs c Tangible output d Low labor requirements e High levels of inventory f All of the above113) Which of the following statements is true about value chain in clinical care? a) Reducing patient waiting time is associated with pre-service care. b) Service Excellence in the patient – Physician interaction is associated with point of service care. c) Identification of target populations is associated with point of service care d) Advertising and promotion is associated with after service care.This is the key feature that distinguishes a service blueprint from a normal l owchart.
- Usually, it takes days to offer a service in e.government. Select one: a. True b. FalseA midsize mobile carrier keeps records of complaints received from its customers. Complaints for last month are listed in the following table. What percent of the complaints are due to the category Long customer service wait times? If necessary, Round your answer to two decimal places.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…