Improving Service Standards at AirCargo (Scenario)

question 146

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 is NOT an option for taking managerial action at AirCargo?

• A)do nothing
• B)revise the standard
• C)take immediate corrective action
• D)take basic corrective action

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Definitions:

Explorative

Research designed to investigate an area or phenomenon that is not well understood.

Supportive Interventions

Actions or strategies designed to provide assistance, encouragement, and resources to individuals or groups to support their well-being and success.

ANOVA

A statistical technique that assesses potential differences in a scale-level dependent variable by a nominal-level variable having two or more categories.

Linear Growth Model

A statistical model used to estimate and interpret changes over time, assuming that the change is constant and follows a straight line.