EBK OPERATIONS MANAGEMENT
14th Edition
ISBN: 9781260718447
Author: Stevenson
Publisher: MCG COURSE
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Textbook Question
Chapter 4, Problem 8P
Prepare a table similar to that shown in Problem 7b for cookies sold in a bakery. List what you believe are the three most important customer requirement (not including cost) and the three most relevant technical (not including sanitary conditions). Next, indicate by a checkmark which customer requirement and which technical requirements are related.
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Hi,
I lead the Customer Support Team for the magazines category. Customer questions for one vendor have increased since the start of the promotional campaign. The campaign ended two months ago, but we are still getting many questions.
Can you help us understand why? The vendor’s performance metrics are below.
Thank you,Carlos Henderson
Task
Instructions
The percentages in the table represent the performance change from the previous month. Consider the impact of each metric on customer questions.
Metric
Month 1
Month 2
Month 3
% Customer Questions
+8%
+10%
+12%
% Shipped On Time
-10%
-7%
-5%
% Shipped Incorrectly
+2%
+4%
+4%
% Discounted
+18%
+18%
+14%
Units Shipped (Thousands)
80
85
100
Question 3 of 4
How impactful were product discounts on customer questions?
What are some of the recommendations for number 2? And you answer them separately.
The owner of Eat Now Restaurant implemented an expanded menu early last year. The menu was asuccess, drawing many more customers, who seemed to like the increased variety of menu choicesover that of the previous menu. But good news soon became bad news as long waiting lines beganto deter customers, and business dropped off. Because of space and other limitations, there didn’tseem to be any viable options to consider. Then a customer mentioned a technique called mass customization that was being used in the company he worked for. He said it really streamlined processing, and maybe it could work for the restaurant.Describe how that approach might work at the restaurant and why that could be expected toreduce waiting times. What costs would be involved in transitioning to such a system? What otherapproaches could be used to reduce waiting times?
Chapter 4 Solutions
EBK OPERATIONS MANAGEMENT
Ch. 4.2 - Prob. 1.1RQCh. 4.2 - Prob. 1.2RQCh. 4.5 - Prob. 1.1RQCh. 4.5 - Prob. 1.2RQCh. 4.7 - Prob. 1.1RQCh. 4.7 - Prob. 1.2RQCh. 4.7 - Prob. 1.3RQCh. 4.8 - Prob. 1.1RQCh. 4.8 - Prob. 1.2RQCh. 4.11 - THE CHALLENGES OF MANAGING SERVICES Services can...
Ch. 4.11 - THE CHALLENGES OF MANAGING SERVICES Services can...Ch. 4.S - Prob. 1DRQCh. 4.S - Prob. 2DRQCh. 4.S - Prob. 3DRQCh. 4.S - Consider the following system: Determine the...Ch. 4.S - A product is composed of four parts. In order for...Ch. 4.S - A system consists of three identical components....Ch. 4.S - A product engineer has developed the following...Ch. 4.S - The guidance system of a ship is controlled by a...Ch. 4.S - One of the industrial robots designed by a leading...Ch. 4.S - A production line has three machines A, B, and C,...Ch. 4.S - Prob. 8PCh. 4.S - A Web server has five major components that must...Ch. 4.S - Repeat Problem 9 under the condition that one of...Ch. 4.S - Hoping to increase the chances of reaching a...Ch. 4.S - An electronic chess game has a useful life that is...Ch. 4.S - A manufacturer of programmable calculators is...Ch. 4.S - Lucky Lumen light bulbs have an expected life that...Ch. 4.S - Prob. 15PCh. 4.S - Prob. 16PCh. 4.S - Determine the availability for each of these...Ch. 4.S - Prob. 20PCh. 4.S - A manager must decide between two machines. The...Ch. 4.S - Prob. 22PCh. 4.S - Auto batteries have an average life of 2.7 years....Ch. 4 - Prob. 1DRQCh. 4 - Prob. 2DRQCh. 4 - Prob. 3DRQCh. 4 - Prob. 4DRQCh. 4 - Prob. 5DRQCh. 4 - Prob. 6DRQCh. 4 - Prob. 7DRQCh. 4 - Prob. 8DRQCh. 4 - a. What is meant by the term life cycle? b. Why...Ch. 4 - Prob. 10DRQCh. 4 - Prob. 11DRQCh. 4 - Prob. 12DRQCh. 4 - Prob. 13DRQCh. 4 - Explain what quality function development is and...Ch. 4 - Prob. 15DRQCh. 4 - Prob. 16DRQCh. 4 - Prob. 17DRQCh. 4 - Prob. 18DRQCh. 4 - Prob. 19DRQCh. 4 - Describe some of the trade-off that are...Ch. 4 - Prob. 2TSCh. 4 - Prob. 3TSCh. 4 - Prob. 1CTECh. 4 - Prob. 2CTECh. 4 - Prob. 3CTECh. 4 - Prob. 4CTECh. 4 - Prob. 5CTECh. 4 - Give two examples of unethical conduct involving...Ch. 4 - Prob. 1PCh. 4 - Prob. 2PCh. 4 - Prepare a service blueprint for each of these...Ch. 4 - Prepare a service blueprint for each of these post...Ch. 4 - Prob. 5PCh. 4 - Prob. 6PCh. 4 - Prob. 7PCh. 4 - Prepare a table similar to that shown in Problem...
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