Organizations Attempt to Reduce the Inconsistency in the Delivery of Services

question 20

Multiple Choice

Organizations attempt to reduce the inconsistency in the delivery of services through:

• A)standardization and training.
• B)collaboration.
• C)the reduction of customer contact points in the service delivery process.
• D)higher incentives to employees for satisfactory performance.

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Definitions:

Expected Value

A statistic that calculates the average outcome of a random event when the process is repeated many times, useful in decision-making and risk assessment.

Dipstick

A tool used for measuring the quantity or level of fluid within a container, commonly used in vehicles to check oil levels.

Sealed-Bid

A bidding process where all bids are submitted confidentially and unopened until the designated time.

Lemons

A citrus fruit known for its sour taste, also used metaphorically to describe a defective or unsatisfactory product or vehicle.