How can the recovery from a service failure be a blessing in disguise?
Answer to relevant QuestionsThe class breaks into small groups. Each group identifies the worst service experience and the best service experience that any member has had. Return to class and discuss what has been learned about service quality. After becoming familiar with their jobs, the sorting machine operators of Example 6.3 now average only two address errors per 100 parcels sorted. Prepare a p - chart for experienced sorting operators. Discuss why Deming’s 14-point program was rejected by U.S. firms but embraced by the Japanese following World War II. For the Burger Palace example, what is the effect of removing an efficient unit from the analysis ( e. g., S 6 )? The class discusses the business opportunities of using Google Earth.
Post your question