Loose-leaf for Operations Management (The Mcgraw-hill Series in Operations and Decision Sciences)
Loose-leaf for Operations Management (The Mcgraw-hill Series in Operations and Decision Sciences)
12th Edition
ISBN: 9781259580093
Author: William J Stevenson
Publisher: McGraw-Hill Education
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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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Explain some possible consequences of the poor quality ?
On the basis of the requirements of the end user, what are the characteristics of quality?
Explain the measures that should be taken to institute successful quality improvement ?
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