Why Are Processes That Are Visible to the Customer Considered

question 12

Multiple Choice

Why are processes that are visible to the customer considered to be critical?

• A)They often exhibit the greatest variance (thus affecting customer waiting times).
• B)They are often bottlenecks (thus causing customer delays).
• C)They are often shared processes.
• D)They affect the customer perceptions of value.

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Definitions:

Lengel-Daft Contingency Model

A framework suggesting that the effectiveness of information processing and communication in organizations depends on the fit between the complexity of the task and the information richness.

Lean Medium

A method or tool that facilitates efficient and effective communication or project management with minimal waste.

Lengel-Daft Contingency Model

A theoretical framework suggesting that the effectiveness of communication processes and mediums varies according to the uncertainty and complexity of the situation.

Rich Medium

Communication channels with the capacity to convey messages in a more understanding and effective manner through immediate feedback, multiple cues, and personalization.