Q: The Edinburgh Fringe, more accurately known as the Edinburgh Festival Fringe
The Edinburgh Fringe, more accurately known as the Edinburgh Festival Fringe, is the world’s largest arts festival, lasting 25 days and featuring more. Than 55,000 performances of ov...
See AnswerQ: Re-read the case example of the Happy or not Company
Re-read the case example of the Happy or not Company. Although the terminals have proved successful, what do you see as the disadvantages of adopting these terminals to gauge customer satisfaction?
See AnswerQ: With many new ways of collecting data (most notably from social
With many new ways of collecting data (most notably from social media), how can services make sure that all the data are useful?
See AnswerQ: Common measures used by call centers are speed of response and call
Common measures used by call centers are speed of response and call abandonment rate. Assess these measures as drivers of improvement.
See AnswerQ: A tour operator specializing in holidays for young people is concerned about
A tour operator specializing in holidays for young people is concerned about the quality of service provided. Each month, the marketing manager reports on the number of complaints received. How could...
See AnswerQ: What would be the effects on the capacity management of the business
What would be the effects on the capacity management of the business of the three proposals for the future that Rosemary mentions (expanding the number of day visitors, promoting wedding packages and...
See AnswerQ: It is quite difficult to know exactly how long operators should be
It is quite difficult to know exactly how long operators should be spending on each call. Sometimes a client really does need detailed advice or reassurance, at other times the call could be dealt wit...
See AnswerQ: Construct a strategy map (strategic linkage model) for an organization
Construct a strategy map (strategic linkage model) for an organization with which you are familiar. How well do the objectives link with and support strategy? How well do the measures you use support...
See AnswerQ: Suggest how the following three service operations might measure their capacity,
Suggest how the following three service operations might measure their capacity, outlining the problems in so doing: (a) A garden center that sells plants and gardening supplies; (b) A hospital; (c) A...
See AnswerQ: Re-read the case example ‘Demand fluctuation on London Underground’
Re-read the case example ‘Demand fluctuation on London Underground’. How might Transport for London spread out demand from its peak periods?
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