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MGT 405 Can a factory be fast,

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Can a factory be fast, dependable, flexible, produce high-quality products, and still
provide poor service from a customers perspective?
Yes, if a customers needs are not considered and does not influence strategy development, an
organization could be delivering the wrong service or product. Even though the product is of
high quality, delivered quickly, and offers many options and features, overall service could be
rated “poor” by a customer who demands a different mix of features and attributes. It also
could be a factor of how the product is delivered to the customer. Rude or inattentive
salespersons, incompetent technical support, or difficulty in obtaining warranty service can
all negatively impact the customers impression of a firm’s service, regardless of the ultimate
quality of the goods and the speed of delivery.2.Why should a service organization worry
about being world class i

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