A service design feature that focuses on the speedy processing of customers’ written requests ______.
A. involves the customer face-to-face
B. has a significant impact in terms of customer service experience with the company
C. increases manufacturing costs
D. leads to products with limited durability
B. has a significant impact in terms of customer service experience with the company
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In hiring his new assistant, Jayesh calculates the ______ by comparing how many applications he received to how many of the applicants were qualified.
A. yield ratio B. cost per hire C. time required to hire D. new hire turnover
When you use the ARGU approach to organizing documents, the "A" stands for
A) Accountability. B) Assertions. C) Argument. D) Arouse interest.
Which of the following questions would be the least likely to be asked during a process audit?
A. Are employees making more money than in the past? B. Are employees actually working together, or is 'team' just a label? C. Is training developing the knowledge/skills employees need? D. Are employees rewarded for good performance and useful suggestions?
Which of the following real-world scenarios best exemplifies formalization?
A. W. L. Gore's associates organizing themselves in project-based teams that are led by sponsors, not bosses B. Yahoo's decision to fire its CEO after incurring huge losses C. Zappos' focus on allowing its customer service employees to use their own approach rather than depend on scripts D. McDonald's use of standard operating procedures across the world