Last​ year, the manager of the service department at East Woods Ford instituted a customer opinion program to find out how to improve service. One week after service on a vehicle was​ performed, an assistant would call the customer to find out whether the work had been done satisfactorily and how service could be improved. After a year of gathering​ data, the assistant discovered that the complaints could be grouped into the following five​ categories: b. Categorize the following causes of complaints into a​ cause-and-effect diagram:   ​tools, scheduling, defective​ parts, training, billing​ system, performance​ measures, diagnostic​ equipment, and communications.   Complete the following diagram.   Match each number in the chart with the corresponding cause. See the picture for this.

Patient Safety: The Past Decade   Describe the role of the National Quality Forum in helping to advance the goals of the Patient Safety and Quality Improvement Act. Describe the function and benefits of Patient Safety Organizations.

Evaluate the relationship between the housekeeping department and other departments in the hotel to provide effective quality accommodation services

Quality is defined by the American Society for Quality Control as Select one: a.the characteristics of a product or service that affect its ability to satisfy the needs of customers. b.a series of activities designed to create excellence in a product or service. c.a special rank designated for manufactured products that have less than one defect per hundred. d.any output that meets the specific standards of a society. Quality management is applicable to Select one: a.manufacturing but not service businesses. b.service but not manufacturing businesses. c.both service and manufacturing businesses. d.neither service nor manufacturing businesses.

Sample Case - Study  This is a case-study of an organisation called Rags to Riches Retail – they are considering making changes to their staff appraisal processes and making cuts to their staff training programme. Imagine you are a consultant who has been asked for some help by this company. You have been given a summary of information about the company as attached. Background Information   This is a large retail company selling men’s and women’s clothing in the UK, Europe and Asia It is an international, team-based organisation with a strong focus on customer service There are opportunities for staff to gain experience internationally so there is some movement of staff between the outlets in different countries. Outlets are generally open 7 days per week from 9am to 10pm each day with some variation on Sundays and national holidays according to the variability in host-country legal requirements.   The CEO and Board of Directors are committed to a vision for a learning and feedback…

What is the role of quality unit in a pharmaceutical industry?  Explain the quality systems?  Please answer at your own words.

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).

Prepare a cause-and-effect or fishbone diagram for a problem such as: “Why do customers have long waits for coffee.” Use the main sources of cause: policy, procedure, people, and physical environment.

use of quality assurance in a business application

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.