As the Supply Chain Management VP, for the ABC Company, you recently received th
ID: 346260 • Letter: A
Question
As the Supply Chain Management VP, for the ABC Company, you recently received the following incomplete data from your Logistics Manager and the Director of Marketing regarding three different business units and their respective "Service Quality" rating. Please complete the "Service Quality" column and then briefly discuss what the 3 "Service Quality" ratings might indicate for each of the regions noted.
The data provided was as follows: Column Column B Column c Column Business Customer Company Units Service Perceived Desired Multiple Quality Performance Expectation Factor 9.2 100 INew York Region Indiana Region 10 8.1 100 Oregon 15 21 100 RegionExplanation / Answer
Service quality = Difference between expectations and performance
For New York region, the service quality is close to 0, which means the expectations of customer is almost similar to performance, hence the customers will be satisfied.
For Indiana region, the service quality is negative, which means the performance is below the expectations, hence the customer is unsatisfied.
For Oregon region, the service quality is very high, hence it will meet customer's expectations and will make him feel delighted.
Business Units Service Quality New York Region 9.2 - 9 = 0.2 Indiana Region 8.1 - 10 = -1.9 Oregon Region 21 - 15 = 6Related Questions
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