Federal Express Distributes a Weekly Service Quality Indicator Report Comparing

question 18

Multiple Choice

Federal Express distributes a weekly Service Quality Indicator report comparing performance to goals on 12 different items.Upon receipt of the report,managers and contact personnel investigate root causes of service failures.By distributing a weekly Service Quality Indicator report and investigating service failures,Federal Express is addressing which of the following steps in the process for developing customer-defined standards?

• A) Translating customer expectations into behaviors and actions for each service
• B) Tracking measures against standards
• C) Electing behaviors and actions for standards
• D) Establishing measures and target levels for standards
• E) Deciding whether hard or soft measures are appropriate

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Definitions:

Environmental Changes

Alterations in the external surroundings, including natural ecosystems and human-made environments, that can impact living organisms.

Lewin's Change Model

A framework describing organizational change through three stages: unfreezing, changing, and refreezing, to help understand and manage change processes.

Refreezing

A reiterated definition: The process of stabilizing and integrating new behaviors or changes into established norms and standards, ensuring lasting impact.

Structural Level

An analysis or approach focusing on the arrangement and organization of components within a system.