Identify a true statement about the GAP model
A) It defines quality system standards based on the premise that certain generic characteristics of management practices can be standardized.
B) Minimizing gaps 4 and 5 will result in low customer satisfaction.
C) Failure to understand and minimize gaps presents the risk of losing customer loyalty.
D) It eliminates causes of defects and errors in manufacturing and service processes by focusing on outputs that are critical to customers.
C
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Bryan Barry suggests that to keep a strategic plan on track, organizations should
A. engage people, keep it simple, stay focused, and keep moving. B. engage people, keep people happy, provide fun activities, and provide good benefits. C. provide fun activities, provide good benefits, and keep it simple. D. engage people, keep it simple, stay focused, and offer a good benefits package. E. aggressively compete, cut costs, focus on customer service, and engage people.
From an industry point of view, Universal Pictures film studio might see its competition as ________
A) West End theatre B) Columbia Pictures C) Tomorrowland D) Summerfest E) HarperCollins
The percentage-of-sales method wrongly views sales as the cause of promotion rather than as the result
Indicate whether the statement is true or false
A beauty shop owner offered one of her employees a bonus of $100 over a six-month period if she would promise to give all customers excellent service. This promise by the beauty shop owner is
a. based on forbearance. b. sufficient to give the employee the right to sue if she does provide good service and the beauty shop owner fails to pay. c. not valid because the employee is already legally bound to give excellent service. d. based on past consideration.