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

question 19

Essay

A refrigeration and heating company-one that installs and repairs home central air and heating systems-has asked your advice on how to analyse 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 labour 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."

Recognize the role of the hypothalamus in coordinating endocrine and nervous system functions.

Understand the role of the limbic system in emotional and motivational aspects of behavior.

Identify the impact of external factors, such as alcohol, on the functioning of vital brain centers.

Understand the concept of operating cash flow and its calculation.

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Definitions:

Order Confirmation

An acknowledgment sent by a seller to a buyer, indicating that their order has been received, processed, or shipped.

Acknowledged

Recognized or admitted the existence, truth, or validity of something.

Favor Request

A polite or formal request for assistance or support from someone.

Positive Response

An affirmative or favorable reply to a question, request, or proposal.