Rebecca Is Concerned About the Number of Customers Complaining About

question 193

True/False

Rebecca is concerned about the number of customers complaining about the poor service provided by the department she manages for a hardware store. She is convinced that her employees can provide better service and cut complaints significantly. Rebecca has set a goal for her department to reduce customer complaints by 15% within six months. This goal is an example of the type of performance standard needed for effective controlling.

---

Definitions:

Experimentation

The process of conducting trials to explore hypotheses or understand phenomena through controlled variation of conditions.

Deming

Refers to W. Edwards Deming, a prominent figure in the field of quality management who introduced concepts such as the Plan-Do-Check-Act (PDCA) cycle.

Regular Maintenance

The routine care and servicing by personnel to keep facilities, equipment, or software operational and efficient, preventing unexpected breakdowns and ensuring longevity.

Working Condition

The environment and circumstances under which employees perform their jobs, including aspects like safety, hours, and ergonomics.