EBK OM
6th Edition
ISBN: 9781305888210
Author: Collier
Publisher: YUZU
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Chapter 15, Problem 1CQD
Summary Introduction
Case Summary: The S Enterprise Case Study involves the causes of service upset of cafe. This includes the responsibility of the customer for adding the bill and tipping properly, the responsibility of the employee to type the bill in the register or in computer properly, the responsibility of the manager to investigate the store receipt history and the responsibility of the credit card to resolve this issue by providing records of the electronic transactions. It is also necessary to know the other factors of the company which are company background, day-to-day
Interpretation:Cause and effect diagram for the possible causes of the tip service upset are to be determined and a root cause is to be selected from the diagram and the investigation that would be carried out to fix it
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