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:

Authoritative

Commanding and self-assured; used to describe someone or something that is recognized as being in control or an expert.

Indulgent

Characterized by yielding to the desire to satisfy one's own needs or wishes; often associated with leniency or permissiveness.

Hot

Subjectively experienced or described as having a high temperature or giving off heat.

Induction

A method of reasoning that draws general principles from specific instances, moving from particular to general.