Chapter #6 Assignment

Chapter #6 Assignment - Cis102 Fundamentals of Customer...

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Cis102 Fundamentals of Customer Service Chapter#6 Assignments Stephen L Coates Jr Wednesday, August 11, 2010 Review Questions (#1-10) 1. What is a problem ? An event that disrupts service or prevents access to products. 2. Are most technical problems unique? To some extent problems are unique because they may not always be caused by the exact same process. But may have the same answer/solution 3. Define the Term process . A collection of interrelated work activities – or tasks- that take a set of specific inputs and produce a set of specific outputs that are value to the customer 4. Explain the relationship that exists between processes and procedures. Procedures are a step-by-step detail of a set of instructions that describe how to perform a process. 5. A(n) _ Symptom _ is a sign or indication that a problem has occurred. 6. Define the term root cause . The most basic reason for an undesirable condition or problem, which if eliminated or corrected, would prevent the problem from existing or occurring.
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  • Fall '09
  • interrelated work activities, Customer service chapter, Stephen L Coates

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