Operations Management (Comp. Instructor's Edition)
13th Edition
ISBN: 9781259948237
Author: Stevenson
Publisher: MCG
expand_more
expand_more
format_list_bulleted
Concept explainers
Question
Chapter 9, Problem 1DRQ
a)
Summary Introduction
To explain: The dimensions of service quality.
Introduction: Service quality helps to assess the degree of satisfaction that the customer receives from the delivered service. It is the kind of evaluating the grade of how well the service delivered matches with the expectation of customers. It also helps to identify the problems involved in the service and improve the client satisfaction.
a)
Expert Solution
Explanation of Solution
List and explain the dimensions of service quality:
Time: Time is one of the dimensions of service quality which helps to determine the speed with which the service was delivered to the clients.
Responsiveness: It is the willingness of the service providers to help the customers to deal with the issues associated with the service. Here, the service providers would voluntarily help the clients in an unusual situation.
Consistence: It is the ability or capability of the service providers to provide best-in class quality constantly.
Convenience: The service should be accessible to the clients and it should be available in the needed time.
Courtesy: It is the way by which the employees treat their customers who contact them.
Expectations: The delivered service should meet or exceed the expectations of the customers
Reliability: The capability of the service provider to deliver the quality service consistently and accurately.
Tangibles: It is the appearance of the facility, communication materials, and equipment.
Assurance: It is the ability of the employees to convey the confidence and trust to the customers.
b)
Summary Introduction
To explain: The determinants of quality.
Introduction: Service quality helps to assess the degree of satisfaction that the customer received from the delivered service. It is the kind of evaluating the grade of how well the service delivered obeys the expectation of the customers. It also helps to identify the problems in the service and improve the client satisfaction.
b)
Expert Solution
Explanation of Solution
List and explain the determinants of quality:
Easy to use: The service delivered to the customers should be provided with the user instructions or after the proper training.
Design: The appearance of the provided service or product should amaze the customers
Conformance to design: The design should satisfy the requirements of the customers.
Service after delivery: After service delivery would bring confidence and trust to the clients towards the service providers
Want to see more full solutions like this?
Subscribe now to access step-by-step solutions to millions of textbook problems written by subject matter experts!
Students have asked these similar questions
CASE STUDY 9-1
Was Robert Eaton a Good Performance
Management Leader?
R
obert Eaton was CEO and chairman of Chrys-
ler from 1993 to 1998, replacing Lee Iacocca,
who retired after serving in this capacity since
1978. Eaton then served as cochairman of the newly
merged DaimlerChrysler organization from 1998
to 2000. In fact, Eaton was responsible for the sale
of Chrysler Corporation to Daimler-Benz, thereby
creating DaimlerChrysler. With 362,100 employees,
DaimlerChrysler had achieved revenues of €136.4
billion in 2003. DaimlerChrysler's passenger car
brands included Maybach, Mercedes-Benz, Chrysler,
Jeep, Dodge, and Smart. Commercial vehicle brands
included Mercedes-Benz, Freightliner, Sterling,
Western Star, and Setra.
From the beginning of his tenure as CEO, Eaton
communicated with the people under him. He
immediately shared his plans for the future with
his top four executives, and upon the advice of his
colleague, Bob Lutz, decided to look around the
company before making any hasty…
Critically assess Martin’s coaching style.
Compare Robert Eaton’s performance management leadership presented in the case against the performance management leadership principles, functions, and behaviors. What recommendations can be made about what he might do more effectively? Explain and defend your answer.
Chapter 9 Solutions
Operations Management (Comp. Instructor's Edition)
Ch. 9.10 - Prob. 1RQCh. 9 - Prob. 1DRQCh. 9 - Prob. 2DRQCh. 9 - Prob. 3DRQCh. 9 - Prob. 4DRQCh. 9 - Prob. 5DRQCh. 9 - Prob. 6DRQCh. 9 - Prob. 7DRQCh. 9 - Prob. 8DRQCh. 9 - Prob. 9DRQ
Ch. 9 - Prob. 10DRQCh. 9 - Prob. 11DRQCh. 9 - Prob. 12DRQCh. 9 - Prob. 13DRQCh. 9 - List the steps of problem solving.Ch. 9 - Prob. 15DRQCh. 9 - Prob. 16DRQCh. 9 - Prob. 17DRQCh. 9 - What trade-offs are involved in deciding on...Ch. 9 - Prob. 2TSCh. 9 - Prob. 3TSCh. 9 - Prob. 1CTECh. 9 - Prob. 2CTECh. 9 - Prob. 3CTECh. 9 - Prob. 4CTECh. 9 - Make a check sheet and then a Pareto diagram for...Ch. 9 - Prob. 2PCh. 9 - Prob. 3PCh. 9 - Prob. 4PCh. 9 - Prob. 5PCh. 9 - Prob. 6PCh. 9 - Prob. 7PCh. 9 - Prepare a scatter diagram for each of these data...Ch. 9 - Prepare a flowchart that describes going to the...Ch. 9 - Prob. 10PCh. 9 - The county sheriffs department responded to an...Ch. 9 - Prob. 12PCh. 9 - Prob. 1.1CQCh. 9 - Prob. 2.1CQ
Knowledge Booster
Learn more about
Need a deep-dive on the concept behind this application? Look no further. Learn more about this topic, operations-management and related others by exploring similar questions and additional content below.Similar questions
- In the context of the material in Chapter 9, provide a critical analysis of the decisions that Henry has made in assigning Martin to this role.arrow_forwardpanies (pp. 80-118). New York, NY: Times Books, specifically Chap. 4, "Robert Eaton and Robert Lutz; The Copilots." CASE STUDY 9-2 Performance Management Leadership at Henry's Commercial Sales and Leasing H enry is the owner of a small real estate agency that handles the sale and leasing of commercial property. He has two real estate agents working in the office, along with himself. He also has two customer service representatives (CSRs), each of whom has a real estate license, and one receptionist who has worked for the company for about three months. Henry has recently decided that he needs another customer service representative. He hasarrow_forwardDiscuss possible solutions to help Tara become an effective CSR. What should martin be doing to help her?arrow_forward
- What are the ethical challenges regarding employees (i.e., diversity, discrimination, sexual harassment, privacy, employee theft, bad leadership, etc.) that Apple Inc. has faced over the past five to ten years and that they should prepare to face in the next five to ten years. Once a developed list of challenges is created, consider how having faced those challenges will impact and be impacted by the social cause you've selected. Propose the findings on the ethical challenges faced by Apple Inc. in recent history and the near future. Analyze ways in which each challenge was (and/or could be) appropriately handled and areas for improvement. Evaluate the ethical/moral aspects of Apple Inc. that protected it from ethical challenges in the past and could protect it in the future. Assess how ethical challenges and handling of ethical challenges could positively or negatively impact the charitable cause are selected and how the selection of your social cause could positively or negatively…arrow_forwardBy selecting Cigna Accredo pharmacy that i identify in my resand compare the current feedback system against the “Characteristics of a Good Multiple Source Feedback Systems” described in section 8-3-3. What can be improved? As a consultant, what recommendations would you make?arrow_forwardScenario You have been given a task to create a demand forecast for the second year of sales of a premium outdoor grill. Accurate forecasts are important for many reasons, including for the company to ensure they have the materials they need to create the products required in a certain period of time. Your objective is to minimize the forecast error, which will be measured using the Mean Absolute Percentage Error (MAPE) with a goal of being below 25%. You have historical monthly sales data for the past year and access to software that provides forecasts based on five different forecasting techniques (Naïve, 3-Month Moving Average, Exponential Smoothing for .2, Exponential Smooth for .5, and Seasonal) to help determine the best forecast for that particular month. Based on the given data, you will identify trends and patterns to create a more accurate forecast. Approach Consider the previous month's forecast to identify which technique is most effective. Use that to forecast the next…arrow_forward
- Approach Consider the previous month's forecast to identify which technique is most effective. Use that to forecast the next month. Remember to select the forecasting technique that produces the forecast error nearest to zero. For example: a. Naïve Forecast is 230 and the Forecast Error is -15. b. 3-Month Moving Forecast is 290 and the Forecast Error is -75. c. Exponential Smoothing Forecast for .2 is 308 and the Forecast Error is -93. d. Exponential Smoothing Forecast for .5 is 279 and the Forecast Error is -64. e. Seasonal Forecast is 297 and the Forecast Error is -82. The forecast for the next month would be 230 as the Naïve Forecast had the Forecast Error closest to zero with a -15. This forecasting technique was the best performing technique for that month. You do not need to do any external analysis-the forecast error for each strategy is already calculated for you in the tables below. Naïve Month Period Actual Demand Naïve Forecast Error 3- Month Moving Forecast 3- Month Moving…arrow_forwardScenario You have been given a task to create a demand forecast for the second year of sales of a premium outdoor grill. Accurate forecasts are important for many reasons, including for the company to ensure they have the materials they need to create the products required in a certain period of time. Your objective is to minimize the forecast error, which will be measured using the Mean Absolute Percentage Error (MAPE) with a goal of being below 25%. You have historical monthly sales data for the past year and access to software that provides forecasts based on five different forecasting techniques (Naïve, 3-Month Moving Average, Exponential Smoothing for .2, Exponential Smooth for .5, and Seasonal) to help determine the best forecast for that particular month. Based on the given data, you will identify trends and patterns to create a more accurate forecast. Approach Consider the previous month's forecast to identify which technique is most effective. Use that to forecast the next…arrow_forwardUse the internet to obtain crash safety ratings for passenger vehicles. Then, answer thesequestions:a. Which vehicles received the highest ratings? The lowest ratings?b. How important are crash-safety ratings to new car buyers? Does the degree of importancedepend on the circumstances of the buyer?c. Which types of buyers would you expect to be the most concerned with crash-safety ratings?d. Are there other features of a new car that might sway a buyer from focusing solely on crashsafety? If so, what might they be?arrow_forward
- “Implementing a Performance Management Communication Plan at Accounting, Inc.” Evaluate Accounting Inc.’s communication plan. Specifically, does it answer all of the questions that a good communication plan should answer? Which questions are left unanswered? How would you provide answers to the unanswered questions? “Implementing an Appeals Process at Accounting, Inc.” If you were to design an appeals process to handle these complaints well, what would be the appeal process? Describe the recommended process and why.arrow_forwardThe annual demand for water bottles at Mega Stores is 500 units, with an ordering cost of Rs. 200 per order. If the annual inventory holding cost is estimated to be 20%. of unit cost, how frequently should he replenish his stocks? Further, suppose the supplier offers him a discount on bulk ordering as given below. Can the manager reduce his costs by taking advantage of either of these discounts? Recommend the best ordering policy for the store. Order size Unit cost (Rs.) 1 – 49 pcs. 20.00 50 – 149 pcs. 19.50 150 – 299 pcs. 19.00 300 pcs. or more 18.00arrow_forwardHelp answer showing level work and formulasarrow_forward
arrow_back_ios
SEE MORE QUESTIONS
arrow_forward_ios
Recommended textbooks for you
