Organizations Attempt to Reduce the Inconsistency of Service Delivery Through

question 107

Multiple Choice

Organizations attempt to reduce the inconsistency of service delivery through

• A)higher incentives to employees for satisfactory performance.
• B)pay reductions and demotions for poor employee performance.
• C)the reduction of customer contact points in the service delivery process.
• D)standardization and training.
• E)employing technology.

Explain the concept of variation and its measures (range, standard deviation).

Understand the relationship between central tendency and variation.

Differentiate between descriptive and inferential statistics.

Appreciate the significance of statistical significance in reported averages.