Scope management for a project begins with:

When you're appraising employee performance, ________ to support any decisions that need to be made about pay, promotions, or termination

A) write down your frustrations B) document performance problems C) evaluate each employee differently D) focus on each employee's faults and shortcomings E) compare each employee to coworkers

Which of the following service quality dimensions refers to a service obsession to get it right when things go wrong?

A) service reliability B) service assurance C) performance D) customer empathy E) responsiveness