When Marriott Decided to Improve the Quality of Service Offered

question 39

Multiple Choice

When Marriott decided to improve the quality of service offered to customers, it asked special corporate guests to comment on the good and bad issues of their stay and also to tell what the competition is doing that is better than Marriott. The Marriott acted accordingly. In other words, it used ____.

• A)benchmarking
• B)data decentralization
• C)information processing
• D)mirroring
• E)comparative criterion

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Definitions:

Fixed Manufacturing Overhead

Consists of manufacturing costs that do not vary with the level of production, such as salaries of supervisors and rent of the factory.

Predetermined Overhead Rate

An estimated overhead rate used to assign expected overhead costs to individual units of production, aiding in budgeting and cost control.

Fixed Manufacturing Expenses

Costs that do not vary with the level of production, such as rent, salaries, and equipment depreciation.

Selling and Administrative Expenses

Expenses related to the sale of products or services and the general administration of a business, excluding production costs.