Which of the following statements regarding the Sunshine Enterprises case study is TRUE?
A) Sunshine restaurants average about 20 negative customer complaint per 100 customer comments.
B) Given the information in the case, the customer defection rate on an average is below 5 percent.
C) The owner, Abby Martin, studied McDonald's service-delivery system and adopted many of their standardized methods for her restaurants.
D) Poka-yoke (and the Seven Quality Control (QC) Tools) methods could be used to prevent service upsets like the $25 tip error.

Question

Quizplus · Accepted Answer

The statement that is true is that Poka-yoke methods could be used to prevent service upsets like the $25 tip error. The other statements are false. Sunshine Enterprises receives about 20 positive comments per negative complaint, not the other way around (option A). There is no mention of the customer defection rate in the case study, so option B is incorrect. Abby Martin did not study McDonald's, nor did she adopt their standardized methods (option C).

Which of the Following Statements Regarding the Sunshine Enterprises Case