READ THE TEXT BELOW AND CHOOSE THE CORRECT STATEMENTS THAT FOLLOW (you can choose more than one statement)

The Zaatar W Zeit Lebanese restaurant chain wanted to automate its manual customer feedback system so patrons could respond using smartphones or tablet PCs instead of on paper comment cards. Customers now receive instant responses to requests for improved service instead of waiting two days for a customer service agent to contact them.

Zaatar W Zeit prides itself on the quality of service it provides to customers and relies heavily on feedback to maintain this service. It needed an effective, automated customer relationship management (CRM) solution to better manage and track customer information and feedback on its meals and quality of service.

To remain competitive and innovative in a fast-moving industry, Zaatar W Zeit wanted to break down information within the organization, improve customer responsiveness, and boost visibility of branch data.

An automated system was needed to make better use of data for menu planning, sales and marketing, and special promotions.

Zaatar W Zeit is enhancing its reputation for innovative cuisine and excellent customer service with its new automated customer feedback system. Instead of waiting up to two days to respond to requests for improved service, head office staff can respond instantly to customers smartphones or tablet PCs. With consolidated feedback and accurate data, the restaurant chain can more easily measure branch performance and trends in customer behavior, making any necessary improvements quickly.

a.

Measuring performance at Zaatar W Zeit is done through oral reports.

b.

Planning at Zaatar W Zeit does not depend on the automated customer feedback system.

c.

Customer feedback measures company rankings.

d.

Innovation is important in a fast moving industry.

e.

The automated customer feedback system helps managers conduct environmental scanning.

f.

The automated customer feedback system is a tool used for control.

g.

Customer responsiveness is the main focus of Zaatar W Zeit.

h.

Automating the customer feedback system is a single use plan.

i.

The decision to automate the customer feedback system is the responsibility of top managers and needs conceptual skills.

j.

Zaatat W Zeit is implementing feedback control.

k.

According to the text, we can infer that Zaatar W Zeit's goal for innovative cuisine and excellent customer service is a REAL GOAL.

l.

After reviewing customer feedback, Zaatar W Zeit takes Basic Corrective Action.

m.

The managers at Zaatar W Zeit measure performance through this automated feedback system.

n.

Now that the automated system has been installed, there will be no need for further innovations at Zaatar W Zeit.