All EXCEPT which of the following are reasons that service guarantees are powerful tools for both promoting and achieving service quality?
a. Guarantees reduce consumer complaining, increasing customer satisfaction and information from customers.
b. Guarantees force firms to focus on what their customers want and expect in each element of the service.
c. Guarantees set clear standards, telling customers and employees alike what the company stands for.
d. Guarantees building "market muscle" by reducing the risk of the purchase decision and developing long-term loyalty.
e. Guarantees force service organizations understand why they fail and encourage them to identify and overcome potential fail points.
a
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Which of the following project audit report questions addresses PMBOK's quality management knowledge area?
A) Are quality metrics developed, measured, and monitored? B) Are minutes of meetings stored and distributed? C) Is the project team being recognized and rewarded? D) Does the project plan consist of a contingency plan?
A 95% confidence interval estimate for the difference between two population means, ?1 - ?2, is determined to be 62.75 < ?1 - ?2 < 68.52. Which of the following is true if the confidence level is reduced to 90%?
A) The confidence interval becomes wider. B) The confidence interval remains the same. C) The confidence interval becomes narrower. D) More information is required to determine the answer.