Samuel, project manager of a manufacturing company, observed that the quality of customer service was not too good. Employees were not motivated enough to solve the problems of clients. Samuel felt that the employees needed a pep talk to help them deliver better service. Based on this scenario, Samuel has identified a:
A) service initiative.
B) performance gap.
C) management problem.
D) proactive need for change.
E) need for technological innovation.

Question

Quizplus · Accepted Answer

A performance gap is the difference between actual performance and the performance that should or could exist.

Samuel, Project Manager of a Manufacturing Company, Observed That the Quality