OPERATIONS MANAGMENT IN...-ACCESS
7th Edition
ISBN: 9781259716225
Author: SCHROEDER
Publisher: MCG
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Chapter CS, Problem 4.4CQ
There are five dimensions to SERVQUAL: responsiveness, assurance, tangibles, empathy, and reliability. What dimensions of service quality do you think are important for the hotel? Feel free to define your own dimensions or use SERVQUAL. Then for each of these dimensions construct 2 questions that could be used in a questionnaire when measuring customer satisfaction at some of the service failure points from question 2.
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For each service failure point in question 2 is it self-service or service provided by the hotel, and is it high contact or low contact service? Does thisindicate any possibilities for improvement?
As a management consultant, you are familiar with several tools and techniques that can be implemented to improve quality, such as outsourcing, reduced cycle time, statistical process control, Six Sigma, and quality standards (ISO 9000 and ISO 14000). The manager of We Knead Pizza, a pizzeria with four locations, has requested your input on improving the quality of food and consistency of service in her restaurants.In your response, (1) describe at least three techniques that might be used by We Knead Pizza. Then, (2) give a specific example of how each technique would be implemented.
How can total quality management finest be used in dealing service and/or manufacturing operations?
Find three dimensions that you feel are the most important, then specify a Pepsi in production or Bank Al Habib in service that you were very dissatisfied with during the past year, and explain which of these quality dimensions the good or service was deficient on.
Chapter CS Solutions
OPERATIONS MANAGMENT IN...-ACCESS
Ch. CS - Do you think electric cars may become a viable...Ch. CS - What are the internal strengths and weaknesses of...Ch. CS - Prob. 1.3CQCh. CS - Prob. 1.4CQCh. CS - Prob. 2.1CQCh. CS - Prob. 2.2CQCh. CS - Prob. 3.1CQCh. CS - Prob. 3.2CQCh. CS - How can this case be related to operations...Ch. CS - Prob. 4.1CQ
Ch. CS - Prob. 4.2CQCh. CS - For each service failure point in question 2 is it...Ch. CS - There are five dimensions to SERVQUAL:...Ch. CS - Prob. 4.5CQCh. CS - Prob. 5.1CQCh. CS - Prob. 5.2CQCh. CS - What will tie the impact of these options on the...Ch. CS - What option do you recommend and why?Ch. CS - What are the problems in this case?Ch. CS - Prob. 6.2CQCh. CS - Prob. 6.3CQCh. CS - Prob. 7.1CQCh. CS - What were the challenges facing Mayo and the role...Ch. CS - Prob. 7.3CQCh. CS - Prob. 7.4CQCh. CS - Prob. 7.5CQCh. CS - Prob. 7.6CQCh. CS - Calculate the control charts (UCL, CL, and LCL)...Ch. CS - Prob. 8.2CQCh. CS - What is the process capability for each...Ch. CS - Prob. 8.4CQCh. CS - What are the benefits and costs of a Lean Six...Ch. CS - How should the various functional areas in the...Ch. CS - Prob. 9.3CQCh. CS - Prob. 9.4CQCh. CS - Prob. 9.5CQCh. CS - Best Homes, Inc.: Forecasting eXcel Best Homes is...Ch. CS - Best Homes, Inc.: Forecasting eXcel Best Homes is...Ch. CS - Best Homes, Inc.: Forecasting eXcel Best Homes is...Ch. CS - Prob. 11.1CQCh. CS - Prob. 11.2CQCh. CS - Prob. 11.3CQCh. CS - Prob. 11.4CQCh. CS - Prob. 11.5CQCh. CS - Lawn King, Inc.: Sales and Operations Planning...Ch. CS - Lawn King, Inc.: Sales and Operations Planning...Ch. CS - Consolidated Electric: Inventory Control Joe...Ch. CS - Consolidated Electric: Inventory Control Joe...Ch. CS - Southern Toro Distributor, Inc. The following...Ch. CS - Southern Toro Distributor, Inc. The following...Ch. CS - Southern Toro Distributor, Inc. The following...Ch. CS - ToysPlus, Inc.: MRP eXcel Dale Long, vice...Ch. CS - ToysPlus, Inc.: MRP eXcel Dale Long, vice...Ch. CS - ToysPlus, Inc.: MRP eXcel Dale Long, vice...Ch. CS - ToysPlus, Inc.: MRP eXcel Dale Long, vice...Ch. CS - ToysPlus, Inc.: MRP eXcel Dale Long, vice...Ch. CS - Prob. 16.1CQCh. CS - Prob. 16.2CQCh. CS - Prob. 16.3CQCh. CS - Prob. 17.1CQCh. CS - Prob. 17.2CQCh. CS - Prob. 17.3CQCh. CS - Prob. 17.4CQCh. CS - Shelterbox: A Decade of Disaster Relief Shelter...Ch. CS - Shelterbox: A Decade of Disaster Relief Shelter...Ch. CS - Shelterbox: A Decade of Disaster Relief Shelter...Ch. CS - Shelterbox: A Decade of Disaster Relief Shelter...
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