1.Sue wants her Bow Wow facility to be “the best in the Camp Bow Wow system.” If
ID: 367002 • Letter: 1
Question
1.Sue wants her Bow Wow facility to be “the best in the Camp Bow Wow system.” If she visited an award-winning boarding kennel in New York City and decided to implement its efficient check-in system, which takes dogs from parking lot to kennel in under three minutes, she would be______ .
A.engaging in total quality management B. using a balanced scorecard approach C.Benchmarking D. performing organizational control
Sue has recently hired you as a manager and asks your advice. Choose the best answer to her question.
2. Sue says in the video that when a customer has a problem, that person should “come away knowing that we’ve done everything we could to address it.” To you she adds, “However, it’s hard for me to link customer service to metrics like market share, how many new customers we get, and financial performance. How can I make the connection?”
Produce and analyze a capital budget.
Ask employees to form a quality circle.
Calculate liquidity ratios.
Use the balanced-scorecard approach to control
Explanation / Answer
1) C. Benchmarking
This is benchmarking, because Sue is comparing her business process and performance metric to the industry's best award winning boarding kennel.
2) Use the balanced-scorecard approach to control.
Balanced scorecard captures all aspects of the business such as customer service, financial performance, operational performance.
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