What do we mean by "once-and-done" service? Why is employee "ownership" of the problem necessary for this to succeed? What company is identified as an example of this in the chapter?
What will be an ideal response?
Once-and-done service eliminates the "it's not my department" excuse. For this to work, companies must give employees authority to handle the problem without unnecessary approvals from bosses. Employees are encouraged to "Own" the customer's problem until it is solved. Ritz-Carlton Hotels strive to apply this idea.
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Describe the Service Science, Management and Engineering initiative created by IBM
What will be an ideal response?
Given the following financial statements for ARGON Corporation, and assuming that ARGON
paid a common dividend of $80,000 in 2010, what is the company's financing cash flow for 2010? Income Statement Balance Sheet Year Ended 12/31/10 12/31/2010 12/31/2 Sales $1,300,000 Current Assets $50,000 $45 Cost of Goods Sold 750,000 Gross Fixed Assets 880,000 650 Operating Expenses 200,000 Less Accumulated Depreciation 450,000 350 Depreciation Expense 100,000 Fixed Assets 430,000 350 EBIT 250,000 Total Assets $480,000 $395 Interest Expense 50,000 EBT 200,000 Current Liabilities $35,000 $50 Taxes 80,000 Long-term Debt 330,000 270 Net Income $120,000 Common Stock 5,000 5 Retained Earnings 110,000 70 Total Liabilities & Equity $480,000 $395 A) -$15,000 B) -$65,000 C) -$10,000 D) -$70,000