Multiple Choice
Which of the following statements regarding the Sunshine Enterprises case study is TRUE?
A) Sunshine restaurants average about 20 negative customer complaint per 100 customer comments.
B) Given the information in the case, the customer defection rate on an average is below 5 percent.
C) The owner, Abby Martin, studied McDonald's service-delivery system and adopted many of their standardized methods for her restaurants.
D) Poka-yoke (and the Seven Quality Control (QC) Tools) methods could be used to prevent service upsets like the $25 tip error.
Correct Answer:
Verified
Correct Answer:
Verified
Q1: A control chart is quality control jargon
Q2: Root cause analysis uses all of the
Q3: List the three principles of total quality.
Q5: The cost of quality refers to the
Q6: The Seven QC Tools are designed to
Q7: Explain the four components of the cost
Q8: An internal audit of a hospital's medical
Q9: Because of the expense and training involved,
Q10: At a gas station, a diesel pump
Q11: W. Edward Deming believed that productivity would