A Refrigeration and Heating Company-One That Installs and Repairs Home

question 106

Essay

A refrigeration and heating company-one that installs and repairs home central air and heating systems-has asked your advice on how to analyze their service quality.They have logged customer complaints.Here's a recent sampling.Use the supplied template to construct a conventional cause-and-effect diagram.Place each of the complaints onto a main cause;justify your choice with a brief comment as necessary.1."I was overcharged-your labor rates are too high." 2."The repairman left trash where he was working." 3."You weren't here when you said you would be.You should call when you must be late." 4."Your repairman smoked in my house."5."The part you installed is not as good as the factory original." 6."Your repairman was here for over two hours,but he wasn't taking his work seriously."7."You didn't tighten some of the fittings properly-the system's leaking." 8."Your estimate of repair costs was WAY off." 9."I called you to do an annual inspection,but you've done more-work that I didn't authorize."10."Your mechanic is just changing parts-he doesn't have a clue what's really wrong." 11."Your bill has only a total-I wanted to see detail billing." 12."Your testing equipment isn't very new-are you sure you've diagnosed the problem?"13."One of the workmen tracked mud into my living room."

Understand the role of self-serving bias in interpreting personality test results.

Comprehend the difficulties in interpreting the Rorschach inkblot test.

Identify key trait theories in personality psychology.

Understand the concept of moral and ethical judgments in personality assessment.

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Definitions:

Blogosphere

The collective community of all blogs and bloggers on the internet, often referring to their interconnectedness.

Confidence

The feeling or belief that one can rely on someone or something; self-assurance arising from one's appreciation of one's own abilities or qualities.

Presentations

The act of showing and explaining the content of a topic to an audience, typically involving visual aids such as slides.

Anxiety

A feeling of worry, nervousness, or unease, typically about an imminent event or something with an uncertain outcome.