Describe how moment of truth analysis results could be used to improve customer service.
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Q42: Match these items.
-Cpk
A) Helps to understand the
Q43: Match these items.
-Scatter diagram
A) Helps to understand
Q44: Match these items.
-Experience detractor
A) Helps to understand
Q45: Match these items.
-A dimension of service quality
A)
Q46: Match these items.
-Run chart
A) Helps to understand
Q47: A company that makes tennis balls
Q48: A producer of pharmaceutical packaging materials monitors
Q49: The manager of a customer service/claims processing
Q50: Describe the process capability in terms of
Q51: Describe how a process could be in
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