The objective of lean service is a purposeful flow of satisfied customers.
Multiple Choice
Correct Answer:
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Q2: Benchmarking measures a firm's quality performance by
Q3: The Deming wheel is a repetitive cycle
Q8: What are the two dimensions in the
Q10: The Malcolm Baldrige Quality Award measures the
Q14: The fishbone chart offers a structured approach
Q15: Because customers participate directly in the service
Q16: Data Envelopment Analysis (DEA), when used repeatedly,
Q22: Which of the following statements is not
Q23: All but one of the following are
Q27: Which one of the following is not
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