Kala Is the New Manager of a Resort Hotel

question 94

Multiple Choice

Kala is the new manager of a resort hotel.She knows from reviewing customer complaints that service quality at the hotel is not consistently meeting customers' expectations,and she believes that the biggest problem is that her employees are not sure what is expected of them.To improve service quality,Kala will:

• A) empower customers to meet their own service needs.
• B) establish a broad zone of intolerance to reduce customer complaints.
• C) narrowly define a knowledge gap.
• D) separate intangibles from tangibles.
• E) set specific,measurable goals based on customers' expectations.

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Definitions:

Nonretentive

In PLC programming, a term referring to memory or data that is not retained after power loss.

Retentive Timer Reset

A function in PLC programming that allows a timer to retain its accumulated value even after a reset condition has been removed or power to the PLC has been cycled.

Timer Resets

The process of returning a timer to its initial state or set value in control systems or programming.

Maximum Preset Time

The highest period that can be preconfigured for a timer or similar device before it triggers an event or action.