Refer to the Scenario Below to Answer the Following Questions

question 70

Multiple Choice

Refer to the scenario below to answer the following questions.
Improving Service Standards at AirCargo (Scenario)
AirCargo is a regional airline that ships freight between communities in the four western provinces and the northern territories. Company president Mick Ward has asked his team of managers to investigate several complaints he has received about the company's services. Mick is particularly concerned about complaints that the company is not achieving its service commitment to customers. AirCargo promises delivery within 24 to 48 hours between larger centres, and 48 to 96 hours between smaller communities. Unfortunately, Mick has learned that the company is not achieving this standard, particularly in some northern communities, where shipments are often delayed by more than a week. Mick has made it clear to his managers that the status quo is not an option; either delivery times must be improved or their service promise must be adjusted. Ultimately, Mick would like to see AirCargo achieve the same standard as industry leader FastFreight, who promise 4
-The complaints from the customers are a form of ____________.

• A) performance measure
• B) performance standard
• C) feedforward control
• D) concurrent control
• E) feedback control

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Definitions:

Common Causes

Factors or conditions that consistently contribute to an outcome or result, often assessed in process improvement and quality control.

Process Change

Refers to the implementation of new or modified business processes with the aim of improving efficiency, productivity, or quality within an organization.

Stable and Predictable

Referring to conditions or environments that are consistent and reliable, with outcomes that can be anticipated.

Random Sampling

A method in statistics where a subset of individuals is chosen from a larger set or population in a way that each individual has an equal chance of being selected.