When a Process Fails to Satisfy a Customer

question 73

Multiple Choice

When a process fails to satisfy a customer:

• A) it is quite often the customer's fault.
• B) it is considered a defect.
• C) it is time to reengineer the process.
• D) it is usually half the customer's fault and half the company's fault.

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Definitions:

Gross Negligence

A severe lack of care or the deliberate disregard of one's responsibilities, often resulting in harm or damage.

Libel

Defamation in writing or in some other form (such as a digital recording) having the quality of permanence.

Good Name

The reputation, credibility, or respect that an individual or organization has earned over time.

Reputation Orally

The perception of an individual's or entity's character and standing communicated through spoken word.