OPERATIONS MANAGEMENT
14th Edition
ISBN: 9781266416422
Author: Stevenson
Publisher: MCG
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Chapter 9, Problem 3DRQ
Summary Introduction
To determine: The consequences of poor 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.
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panies (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 has
Discuss possible solutions to help Tara become an effective CSR. What should martin be doing to help her?
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…
Chapter 9 Solutions
OPERATIONS MANAGEMENT
Ch. 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. 9DRQCh. 9 - Prob. 10DRQ
Ch. 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
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