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:

Prosocial Behavior

Voluntary actions intended to benefit or help others, such as sharing, comforting, or cooperation.

Sympathy

An emotion related to empathy that involves “feeling for” another; that is, having concern for the other person, but not necessarily sharing the feelings of the other.

Empathy

“Feeling with” another person, recognizing her emotional condition and experiencing what she is assumed to be feeling.

Self-Concept

An individual's perception of themselves, encompassing beliefs, attributes, and who and what the self is.