The 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.
Answer to relevant QuestionsIn Example 6.1, Village Volvo wants to test the results of the QFD exercise for sensi-tivity to changes in the relative importance of customer expectations. Recalculate the weighted scores for the QFD exercise when customer ...Several complaints recently have been sent to the Gotham City police department regarding the increasing incidence of congestion on the city’s streets. The complaints attribute the cause of these traffic tie- ups to a lack ...Explain how the application of the PDCA cycle can support a competitive strategy of low cost leadership. 1. Use DEA to identify the efficient and inefficient terminal operations. Formulate the problem as a linear programming model, and solve using computer software such as Excel Solver that permits input file editing between ...Revisit the copying service in Example 8.1 and assume that over the years, the monthly demand from the four customers has increased to the following weights: w 1 = 7, w 2 = 9, w 3 = 5, w 4 = 7. If we previously located the ...
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