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Unformatted text preview: possible in the organizations is called employee empowerment . 7. Diagram is called fishbone , Cause-and-Effect , or Ishikawa . 8. Poka-yoke is a Japanese term which means fool-proof (error-proofing) 9. Attribute inspection : good/bad, pass/fail Variable inspection : measurement, diameter, length, temperature (continuous inspection) 10. Determinants of Service Quality: a. Reliability b. Responsiveness c. Competence d. Access e. Courtesy f. Communication g. Credibility h. Security i. Understanding customer j. Tangibles...
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- Fall '08