What cautions are in order when using learning curves?
What will be an ideal response?
The cautions when using learning curves include:
1. Estimates for each organization should be developed rather than applying someone else's.
2. When current information becomes available, reevaluation is appropriate.
3. Any change in personnel, design, or procedure can be expected to alter the learning curve.
4. The same learning curves do not always apply to indirect labor and materials.
5. The culture of the workplace, as well as resource availability and changes in the process, may alter the learning curve.
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Double-loop learning:
A. involves changing the organization's culture. B. is associated with routine and behavioral learning. C. involves improving the organization's capacity to achieve known objectives. D. is learning without significant change in the organization's basic assumptions.
Which of the following is an example of a gap between management perception and the service-quality specifications?
A) The college brochure showed state-of-the-art classrooms, but when the visitors walked in, they saw peeling walls and dull lighting. B) A nurse visits a patient to show care, but the patient interprets this as an indication that something is very wrong. C) The hotel administrators think that guests want better food, but guests are more concerned with the courtesy of the waiters. D) A service center manager has asked his subordinates to provide fast service, but has not specified a time for the service to be performed. E) Customer service representatives are asked to give ample time to each customer, but must serve a minimum of 50 customers a day.