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MGT 3121 Chapter 6 & 7 Practice Problems - Fall 2010

MGT 3121 Chapter 6 & 7 Practice Problems - Fall...

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PRODUCTION AND OPERATIONS MANAGEMENT CHAPTERS 6 and 7 Service Quality and Process Improvement 1. (One point) Which of the following dimensions of service quality is most important to customers? a. Empathy b. Assurance c. Reliability d. Tangibles TAKE OUT THIS QUESTION 2. (One point) Which of the following is not an advantage of offering a service guarantee? 3. (One point) Which of the following is a poka-yoke method?
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