The Concept of __________ Refers to the Area Between Customers

question 53

Multiple Choice

The concept of __________ refers to the area between customers' expectations regarding desired service and their minimum levels of acceptable service.

• A) voice-of-customer programs
• B) empowerment
• C) the zone of tolerance
• D) standards analysis
• E) quality gap analysis

---

Definitions:

Permanent Implementation

The act of applying a method, policy, or system in a way that is intended to last indefinitely without change.

Investigation

The systematic and detailed examination of factors, events, or data.

Business Processes

A set of connected tasks or activities that once completed will accomplish a specific organizational goal.

Preferred Goals

Objectives or outcomes that are more desirable or have been prioritized by an individual or organization.