This is a description of what happened to a patron at Royal Mail (the United Kingdom's equivalent of the USPS). "In the 15 minutes I waited in line, during which I shuffled forward one yard and two places, I had ample opportunity to watch what the other three staff were doing. They were busy all right, but the main task was counting each stamp in their folders. In this vital work, two of the three were overseen by another member of staff. There was no eye contact with the waiting customers." Assuming this experience is typical, the Royal Mail needs to engage in____________ .
A) service recovery
B) process integration
C) manufacturing flexibility
D) just-in-time manufacturing
E) process changeover

Question

This is a description of what happened to a patron at Royal Mail (the United Kingdom's equivalent of the USPS). "In the 15 minutes I waited in line, during which I shuffled forward one yard and two places, I had ample opportunity to watch what the other three staff were doing. They were busy all right, but the main task was counting each stamp in their folders. In this vital work, two of the three were overseen by another member of staff. There was no eye contact with the waiting customers." Assuming this experience is typical, the Royal Mail needs to engage in____________  .
A) service recovery
B) process integration
C) manufacturing flexibility
D) just-in-time manufacturing
E) process changeover

Quizplus · Accepted Answer

Service recovery is restoring customers' satisfaction to strongly dissatisfied customers.

This Is a Description of What Happened to a Patron