ical quality and service quality b) Discuss why quality control circles m
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a) Differentiate between physical quality and service quality
b) Discuss why quality control circles may not help to enhance
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- How did Alaska Airlines tried to minimize Gap 3 of Gap model of Service Quality?What are the two characteristics of a product or service that dei ne quality?How would you define "Quality" in your own words? How does it effect your decision to purchase one product over another? Have you ever considered quality in the service industries? Please write about a personal experience with both poor quality service and an other example of excellent quality of service. 1
- The American Society for Quality (ASQ) defines quality as "the totality of features and characteristics of a product or service that bear on its ability to satisfy given needs". a) Comment on this definition - is there anything you would add or change to improve it? b) Describe two statistical tools or quantitative methods that might be employed to quantify an organization's ability to meet customer expectations, Be sure to include an explanation of how, specifically, each tool or method enables the accurate assessment of organizational output (product or service).Explain how poor quality of goods and services is an indicator of an inadequate control system.Choose and explain two classifications of quality dimensions for goods and services. Contrast the similarities and differences between the two classifications for services.
- 1. What are the determinants of service quality? 2. Explain the service quality model and each gap of the model. 3. What are prevention, appraisal, and failure (internal and external) costs.. The manager of Perrotti's Pizza collects data concerning customer complaints about pizza delivery. Either the pizza arrives late, or the wrong pizza is delivered. Problem Topping is stuck to box lid Pizza arrives late Wrong topping or combination Wrong style of crust Wrong size Pizza is partially eaten Pizza never arrives Frequency 17 35 9 6 4 3 6 a. Use a Pareto chart to identify the "vital few" delivery problems. Comment on potential root causes of these problems and identify any especially egregious quality failures. b. The manager of Perrotti's Pizza is attempting to understand the root causes of late pizza delivery and has asked each driver to keep a log of specific difficulties that create late deliveries. After 1 week, the logs included the following entries: delivery vehicle broke down, couldn't make it across town to deliver second pizza in time, couldn't deliver four pizzas to four different customers in time, kitchen was late in producing order, got lost, order ticket was…the internet will not be GRADED. 1 Define quality in your own words as a consumer, and second as the producer. 2. List all the dimensions of quality in the service industry and give examples for each dimension. 3 In your opinion what is the role of an employee in quality improvement in the company or organization? 4. State your opinion on the effects of applying total quality management in the service industry. 5. What do you think is the purpose of studying service quality management? Submission statuS. Submission No attempt 4:10 PM 0) ENG 8/16/2021 32°C
- In your own words, describe cost of quality (COQ) and why an organization should be managing Cost Of Quality in operation management.Select a service company or organization and discussthe dimensions of quality on which a customer might evaluate it1.) For operations managers, one of the most important jobs is to deliver healthy, safe, and quality products and services to customers. The development of poor-quality products, because of inadequate design and production processes, not only results in higher production costs but also leads to injuries, lawsuits, and increased government regulation. Discuss the Four major categories of costs associated with quality/Cost of Quality (COQ). 2.) A Tema Oil Refinery (TOR) Ltd, must decide among three sites for the construction of a new oil storage facility. The firm has selected the six factors listed below in Table1 as a basis for evaluation and has assigned rating weights from 1 to 5 on each factor. Mr. Isaac Osei the Managing Director has rated each location for each factor on a 1 to 100-point basis. Requirements (a) Which site will be recommended based on total weighted scores? (b) If location B’s score for Proximity to port facilities was reset at 90, how would the result change?…