FedEx was one of the first company's to understand the need for a firm-wide index of service quality that embraced all the key activities that had an impact on customers

The energy efficiency ratio (EER) is used to measure the efficiency of smaller cooling equipment. It measures:

a. the ratio of the amount of cooling achieved to the amount of energy used to operate the system b. the ratio of the amount of cooling achieved to the amount of refrigerant used to operate the system c. the ratio of the amount of energy used to operate the system to the number to integrated part load values d. the ratio of the amount of cooling achieved to the number of integrated part load values

Mary was selling her house. The purchase asked if it had termites and Mary replied in horror, "absolutely not". However, it did have termites

But clever insects that they are, they kept well inside the wood so Mary never saw them and didn't have any idea that they were there. There was no mention of this statement in the contract for sale of the house. Mary's statement is considered in law to be A) an innocent misrepresentation B) a negligent misrepresentation C) a false warranty D) of no consequence because it was not included in the written contract E) of no consequence because she believed that there were no termites and was honestly mistaken