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Two important components of the service-profit chain are employees and the customer. Discuss your insights into this theory and give examples of how this theory has worked or not worked in a job you have had.
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This learning activity is a continuation of the McDonald’s case study presented in Learning Plan 2 and also serves as an introduction to the process-flow analysis concepts presented in “this” learning plan. View the clip entitled “JIT at McDonlads” on the student companion website. As you watch the clip, answer the following questions:
1.) Why were the metal warming bins removed from McDonald’s restaurants?
2.) As an example of introducing new technology to speed up service to their customers, McDonald’s upgraded what key piece of equipment?
3.) This upgrade speeded up the specified process from ___ to ___ seconds.
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Describe service problems you encountered in a recent service experience. Then categorize the service failures that occurred as tangible, reliability, responsiveness, assurance, or empathy. Name some products that have a high degree of quality. Are these products generally associated with successful companies?
Outline the steps in the design of a quality control system. These steps can be found in narrative form within section 9.1 of your textbook. Discuss how the steps can lead to higher efficiency in an organization.
LP3 Assignment: Front-room/Back-room Services
Identify the front-room and back-room services for the following organizations. Could these services be improved by increasing or decreasing the degree of customer contact? By separating low- and high-contact services?
Submit this assignment to your instructor via the dropbox “LP3 Assignment: Front-room/Back-room Services.” This assignment is worth 100 points and will be graded according to the following scoring guide.
LP4 Assignment: Flowcharts
According to Schroeder, flowcharts “are used to describe and improve the transformation process in business.” Examine the flowchart example Figure 6.3 in your textbook. This is a flowchart illustrating the service blueprint for the purchase of a man’s suit.
Use this information as framework for constructing your own flowchart illustrating the procedure used to keep your checkbook.
Submit this flowchart diagram to your instructor via the dropbox “LP4 Assignment: Flowcharts.” This assignment is worth 100 points and will be graded according to the following scoring guide.
LP5 Assignment: Quality Improvement Initiative
Identify a business that has recently launched a quality improvement initiative (Harley Davidson would be just one of many examples). Your business could be one that is primarily product-providing or one that is primarily service-providing. Do some independent research in order to provide an overview of this initiative and the results of their efforts.
The overview should take the form of a two-page paper. Within the assignment, cite examples of any control costs or failure costs that you can identify, in addition to prevention costs, appraisal costs, internal failure costs, and external failure costs.
Submit this assignment to your instructor via the dropbox “LP5 Assignment: Quality Improvement Initiative.” This assignment is worth 100 points and will be graded according to the following scale.