An organization should periodically conduct an inspection of its systems and practices in order to better serve customers and to be competitive in a global service economy.
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Q5: Any policy, procedure, action, or inaction on
Q6: By outsourcing jobs to a third party,
Q7: The type of delivery system used by
Q8: In a direct contact environment, customers interact
Q9: For any goal to be attained, it
Q11: The service delivery system of an organization
Q12: Employee expectations are perceptions about positive and
Q13: Mission statements should always tie back to
Q14: Companies that are customer-centric typically view customers
Q15: Employees should focus on taking a one-time
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