The practices of TQM are closely related to the ____________________ philosophy of continuing improvement and include guidelines such as Deming's 14 points, quality audits, competitive benchmarking, just-in-time manufacturing, and worker empowerment
Fill in the blank(s) with correct word
Kaizen
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Insufficient capacity will result in ______.
A. additional costs of idle resources B. poor service quality C. customer satisfaction D. higher response rate
George just bought a new phone. However, almost immediately he started experiencing glitches. George called the phone company's helpline. He was surprised to find that the helpline was entirely automated. The automated helpline described some common problems that customers might experience and provided instructions on what to do. George followed the instructions and his phone started working correctly. Although George was happy that the problem was fixed, he was frustrated that the entire process was automated. George would prefer to have a higher degree of ____________________ when he calls in to ask for help.
A. product-based relationships B. tangibility C. inseparability D. heterogeneity E. customer contact
Reaction measures to evaluate training typically focus on the entertainment value of the training program.
Answer the following statement true (T) or false (F)
A marketing manager may ethically and actively seek information about current or potential competitors by
A. searching a firm's public website. B. hiring people from competing firms and then asking them confidential information about the competitor. C. spying on competitors to obtain trade secrets. D. using computer "hackers" to break into a competitor's computer network. E. waiting at a landfill for competitors' trash to find copies of confidential company reports.