Refer to the Scenario Below to Answer the Following Questions

question 14

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
-Mick's desire to achieve the same standard as FastFreight is an example of __________.

• A) market value added
• B) immediate corrective action
• C) basic corrective action
• D) clan control
• E) benchmarking

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Definitions:

Adolescents

The stage of development between childhood and adulthood, typically characterized by significant physical, psychological, and social changes.

Emotional Instability

A characteristic of individuals who experience rapid, often unpredictable changes in their emotional state.

Generativity

A concern for establishing and guiding the next generation, often expressed through parenting, teaching, or contributing to the welfare of the community.

Intimacy

A warm, intimate, and often loving connection shared personally with another individual or group.