Federal Express Distributes a Weekly Service Quality Indicator Report Comparing

question 50

Multiple Choice

Federal Express distributes a weekly Service Quality Indicator report comparing 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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International Franchise Association

A trade group representing the franchising sector, striving to promote and safeguard the interests of franchise businesses globally.

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