Which Aspect of Service Process Redesign Did FedEx Employ When

question 29

Short Answer

Which aspect of service process redesign did FedEx employ when it transferred more than 50 percent of its transactions from call centers to its Web site?

Recognize the characteristics and limitations of sensory memory.

Comprehend the stages of moral development as per Kohlberg’s theory.

Understand the concept and calculation of Intelligence Quotient (IQ).

Understand metacognition and its importance in cognitive development.

---

Definitions:

Operant Conditioning

A method of learning that employs rewards and punishments for behavior, which leads to changes in behavior.

Extrinsic Rewards

Benefits and incentives provided by external factors, such as money, grades, or praise, which motivate behavior not inherently enjoyable.

Intrinsic Rewards

Internal satisfaction or fulfillment derived from engaging in an activity, without external incentives.

Continuous Reinforcement

A reinforcement schedule in which a particular response is always reinforced.