Unit 1 Lab Assignment: Quality Function Deployment
Describe the product. Remember: A product can be a good or a service.
The product is a fingernail polish that lasts at least 4 weeks (a month) without
chipping, breaking nail, damaging nail, or losing its
Unit 2 Review Assignment
In one paragraph, distinguish between education and training. Then,
describe a situation in your life where you have used your education.
Describe a situation where you have used training.
Training and education are b
1. Why is the first point of contact for a customer so important to a company?
Every customer has a point of first contact with an organization leaving an impression. It is important to
manage that first impression of how the customer perceives the qualit
1. Explain the difference between active and passive listening. Identify
one technique for listening actively when interacting face-to-face.
The difference between passive and active listening is that an active
listener engages with the speaker
The Nine Dots Puzzle
To solve this puzzle:
Connect all nine dots
Use only four straight lines
Do not lift your pen off the paper
Adopting Your Customers Perspective
Seeing service through your customers eyes can help you go beyond your regular
1. Identify the firm and its core business.
Best Buy, its core business was electronics
2. Describe the situation. Was this situation an incident, a problem or a request?
I bought a router from BestBuy, and I was told it would reach through my entire hous
Identifying Your Customers
A customer is defined as anyone you provide service to. This can include external groups
such as customers, clients, or guests. It also includes team members, coworkers in other
departments, and even vendors who deliver products
As the president of BizTech, I want to thank you for buying our product. Please help us to better
understand your needs by completing the survey below. All you have to do is give us your
feedback by answering the questions on a 1 to 10 bas
1. How is internet telephony different from wireless internet?
Internet telephony refers to a broad range of services over the Internet that were
traditionally performed over the telephone line, and wireless internet is internet from
wireless devices like