Federal Express Distributes a Weekly Service Quality Indicator Report Showing

question 47

Multiple Choice

Federal Express distributes a weekly Service Quality Indicator report showing performance to goals on 12 different items. Upon receipt of the report, managers and contact personnel investigate root causes of service failures. By distributing a weekly Service Quality Indicator report and investigating service failures, Federal Express is addressing which of the following steps in the process for developing customer-defined standards?

• A) Translating customer expectations into behaviors and actions for each service
• B) Tracking measures against standards
• C) Electing behaviors and actions for standards
• D) Establishing measures and target levels for standards
• E) Deciding whether hard or sod measures are appropriate

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Definitions:

Days' Sales

A financial metric that measures the average number of days it takes a company to convert its inventory into sales.