Using Your Answers to Questions 69 and 70,and Without Simulating

question 51

Essay

Using your answers to Questions 69 and 70,and without simulating the model again,estimate how much an extra 5% customer satisfaction is worth to GM.

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Definitions:

Experimentation

The process of conducting a controlled test or investigation to explore hypotheses, observe effects, and gain new knowledge, commonly used in scientific research, product development, and process improvement.

Performance Standards

Benchmarks or criteria used to assess the quality or effectiveness of an individual's work, guiding expectations and evaluations in organizational contexts.

Quality

The degree to which a product, service, or process meets specified requirements and satisfies customer expectations.

Mary Parker Follett

An early 20th-century social worker, management consultant, and pioneer in the fields of organizational theory and organizational behavior.