Improving Service Standards at AirCargo (Scenario)

question 46

Multiple Choice

Improving Service Standards at AirCargo (Scenario)
AirCargo is a regional airline that ships freight between communities in the four western provinces and the northern territories. Company president Mick Ward has asked his team of managers to investigate several complaints he has received about the company's services. Mick is particularly concerned about complaints that the company is not achieving its service commitment to customers. AirCargo promises delivery within 24 to 48 hours between larger centres, and 48 to 96 hours between smaller communities. Unfortunately, Mick has learned that the company is not achieving this standard, particularly in some northern communities, where shipments are often delayed by more than a week. Mick has made it clear to his managers that the status quo is not an option; either delivery times must be improved or their service promise must be adjusted. Ultimately, Mick would like to see AirCargo achieve the same standard as industry leader FastFreight, who promise 48-hour delivery service between any two communities anywhere across Canada!
-Which of the following represents the upper limit in the acceptable range of variation for AirCargo deliveries to smaller communities?

• A)24 hours
• B)48 hours
• C)96 hours
• D)7 days

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Definitions:

Poorly Written Buffer

A segment of text, typically in communication, that is not effectively structured or clear, potentially leading to misunderstandings or communication barriers.

Trivialize

To make something seem less important, significant, or complex than it actually is, often minimizing its perceived value.

Insincere Flattery

Expression of praise or admiration that is not genuine, often done to gain favor or advantage.

Direct Approach

A communication strategy that involves stating the main point or request at the beginning of the message for clarity and immediacy.