1. With respect to a cause – effect (fishbone) diagram, which of the following statements are true? a) The effect is critically analyzed to relate it to the causes of the problem b) Suppliers, Distributors and Top Management are the entities analyzed in the cause section of the fishbone diagram c) The targeted improvements are generally represented as the “effect” in the fishbone diagram d) None of the above 2. A fastfood joint offers a home delivery with a promise of 20 minute window for delivery. On a particular day there was considerable delay in delivery on account of heavy traffic in the city. Since several customers started calling the fastfood joint, the unit manager put the phone in automatic answering mode, which merely repeated "We are on our way to your place". Which of the following statements are true with respect to the service quality? a) The customers would not have been affected much by this behavior as they have been given a response b) The service quality will not be affected as the fast-food joint was not responsible for the delay c) The Manager has made use of the available technology and communicated appropriately to all the customers d) This is an example of how service quality will be also evaluated on the process and not just the outcome
1. With respect to a cause – effect (fishbone) diagram, which of the following statements are true? a) The effect is critically analyzed to relate it to the causes of the problem b) Suppliers, Distributors and Top Management are the entities analyzed in the cause section of the fishbone diagram c) The targeted improvements are generally represented as the “effect” in the fishbone diagram d) None of the above 2. A fastfood joint offers a home delivery with a promise of 20 minute window for delivery. On a particular day there was considerable delay in delivery on account of heavy traffic in the city. Since several customers started calling the fastfood joint, the unit manager put the phone in automatic answering mode, which merely repeated "We are on our way to your place". Which of the following statements are true with respect to the service quality? a) The customers would not have been affected much by this behavior as they have been given a response b) The service quality will not be affected as the fast-food joint was not responsible for the delay c) The Manager has made use of the available technology and communicated appropriately to all the customers d) This is an example of how service quality will be also evaluated on the process and not just the outcome
Practical Management Science
6th Edition
ISBN:9781337406659
Author:WINSTON, Wayne L.
Publisher:WINSTON, Wayne L.
Chapter2: Introduction To Spreadsheet Modeling
Section: Chapter Questions
Problem 20P: Julie James is opening a lemonade stand. She believes the fixed cost per week of running the stand...
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1. With respect to a cause – effect (fishbone) diagram, which of the following statements are true?
a) The effect is critically analyzed to relate it to the causes of the problem
b) Suppliers, Distributors and Top Management are the entities analyzed in the cause section of the fishbone diagram
c) The targeted improvements are generally represented as the “effect” in the fishbone diagram
d) None of the above
2. A fastfood joint offers a home delivery with a promise of 20 minute window for delivery. On a particular day there was considerable delay in delivery on account of heavy traffic in the city. Since several customers started calling the fastfood joint, the unit manager put the phone in automatic answering mode, which merely repeated "We are on our way to your place". Which of the following statements are true with respect to the service quality?
a) The customers would not have been affected much by this behavior as they have been given a response
b) The service quality will not be affected as the fast-food joint was not responsible for the delay
c) The Manager has made use of the available technology and communicated appropriately to all the customers
d) This is an example of how service quality will be also evaluated on the process and not just the outcome
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