You were promoted to the new regional manager for service at a car dealership and you started in 2012. Service department had poor morale and high turnover. The dealership has approximately 200 Honda dealerships. You earned the promotion by recommending a new "service guarantee" af the local dealership you were working for in the Pacific Northwest. A new chief executive officer ha been hired and was reviewing the profitability of each of the dealerships in the company's portfolio Your location stood out because the national average dealership has a customer loyalty retention rate of only 25% but you have a sample average of 58%. You created a 100% satisfaction on all service work at the dealership. You got the idea because a professor in your degree program encouraged you to develop a professional library and gave you a copy of two articles from his "Harvard Business Review Best of the Best Collection" entitled "Unconditional Service Guarantees and "Customer Service Profit Chain". You read the articles and made significant changes to the service program and improved its quality thereby reducing "rework" on service work from 50% to

You were promoted to the new regional manager for service at a car dealership and you started in 2012. Service department had poor morale and high turnover. The dealership has approximately 200 Honda dealerships. You earned the promotion by recommending a new "service guarantee" af the local dealership you were working for in the Pacific Northwest. A new chief executive officer ha been hired and was reviewing the profitability of each of the dealerships in the company's portfolio Your location stood out because the national average dealership has a customer loyalty retention rate of only 25% but you have a sample average of 58%. You created a 100% satisfaction on all service work at the dealership. You got the idea because a professor in your degree program encouraged you to develop a professional library and gave you a copy of two articles from his "Harvard Business Review Best of the Best Collection" entitled "Unconditional Service Guarantees and "Customer Service Profit Chain". You read the articles and made significant changes to the service program and improved its quality thereby reducing "rework" on service work from 50% to

MATLAB: An Introduction with Applications

6th Edition

ISBN:9781119256830

Author:Amos Gilat

Publisher:Amos Gilat

Chapter1: Starting With Matlab

Section: Chapter Questions

Problem 1P

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