Why Are Processes That Are Visible to the Customer Considered

question 10

Multiple Choice

Why are processes that are visible to the customer considered to be critical?

• A)They often exhibit the greatest variance (thus affecting customer waiting times).
• B)They are often bottlenecks (thus causing customer delays).
• C)They are often shared processes.
• D)They affect the customer perceptions of value delivered by the firm.

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Definitions:

Fortune 500

A yearly ranking produced and released by Fortune magazine, which lists the top 500 U.S. corporations based on their total revenue during their fiscal years.

Customer Satisfaction

The measure of how the products or services supplied by a company meet or surpass the customer's expectations.

Productivity

The efficiency with which inputs, such as labor and capital, are converted into outputs, such as goods or services.

Diversity

The presence of differences within a given setting, including race, ethnicity, gender, age, sexual orientation, and other attributes that make individuals unique.