1, While Chrysler’s minivans, pickups, and sport utility
vehicle take a big share of the truck market, its cars trail behind those of
GM,Ford, and Toyota. Uality problems include, among other things, water leaks
and defective parts.
A, identify the broad problem
B, Explain how you would proceed further.
2, Define the problem statement (why and the what) in the
Compainies benefit through employee loyalty. Crude downsizing
in organizations during the recession crushed the loyalty of millions. The
conomic benefits of loyalty embrace lower recruitment and training cost, higher
productivity of workers, customer satisfaction, and the boost to moral of fresh
recruits. In order that those benefits are not lost, some companies, while
downsizing, try various gimmicks. Flex leave, for instance is one. This helps
employees receive 20% of their salary, plus employer-provided benefits, while
they take 6-to- 12- months sabbatical, with a call option on their services.
Other try alternatives like more communication, hand holding, and the like.
3, How would you define the broad problem in the following
The GAAP (Generally Accepted Accounting Principles) do an
unacceptable job of accounting for the principle activities of information age
companies. Today, investors are in the dark because the accounting is
irrelevant . the basic purpose of accounting is to provide useful information
to help investors make rational investment, credit, and similar decisions, but
today’s most important assets and activities intellectual capital and work knowledge-
are totally ignored. Professor Robert A. Howell wants to reform the accounting
system with the goal of making clear the measurement of how companies produce
cash and create value.
4,Critique the following research done in a service industry
as to the extend to which it meets the hallmarks of scientific investigation
discussed in this chapter.
Customer complaints were mounting, and letters of complaint
detailing the problems they experienced with the residential lines were
constantly pouring in at the Friendly Telephone Company. The company wanted to
pinpoint the specific problems and take corrective action. Researchers were
called in, and they spoke to a number of customers, noting the nature of the
specific problems they faced. Because the problem had to be attended to very
quickly, they developed a theoretical base, collected relevant detailed
information from a sample of 100 customer s, and analyzed the data. The result
promise to be fairly accurate with at least an 85% chance of success in prolem
solving. The researchers will make recommendations to the company based on the
results of the data analysis.
5, For the following entitled “sleepless nightat the Holday
A, Identify the problem
B, Develop a conceptual model
C, Develop at least four hypotheses.
Sleepless nightat the Holday Inn
Just a few years ago, Tom Oliver, the chief Executive of
Holiday HospitalityCorp., was struggling to differentiate among the variet of
facilities offered to clients under the holiday flag- the Holiday Inn Select
designed for business travelers, , the
Holiday Inn Express used by penny pinchers, and the Crown Plaza Hotel, the
luxurious hotels meant for big spenders. Oliver felt that revenues could be
quadrupled if only clients could differentiate among these. Keen on developing
a viable strategy for Holiday Hospitality, which suffered from brand
confusion,Tom Oliver conducted a customer survey of those who had used each
type of facility, and found the following.The customer didn’t have a clue as to
the differences among the three different types.Many complained that the
building were old and not properly maintained, and the quality ratings of
service and other factors were also poor .Furthermore, when words spread that one of the contemplated strategies of Oliver
was a name change to differentiate the three facilities, irate franchises
balked. Their mixed messages did not
help customer to understand te differences, either.
Oliver thought that
he first needed to understand how
the different classifications would be important to the serveral classes
of client, and then he could market the heck out of them and greatly enhance
the revenues. Simultaneously, he recognized that unless the franchise owners fully
cooperated with him in all his plans, mere face-lifting improvement of customer service would not
bring added revenue.
6, As a manager, you have invited a research team to comein,
study, and offer suggestions on how to improve the performance of your staff.
What steps will you take to relieve staff apprehension and worries even before
the research team sets foot in your department?
7, A tax consultant wonder whether
he should be more selective about the class of the client he serves so as to
maximize his income. He usually deal with four categories of client: the very
rice, rich, upper middle class, and middle class. He has records of each and every client served, the taxes paid
by them, and how much he has charged them. Since many particulars in respect of
the clients vary( number of dependants, business deduction, etc.) irrespective
of the four categories of clientele he should choose to continue to serve in
the future. What kind of analysis should be done in this case and why?
8, There are three measures of central tendency: the mean, the median,
and the mode. Measures of dispersion include the range, the standard deviation,
and the variance (where the measure of central tendency is the mean), and the
interquartile range (where measure of
central tendency is the median).
Describe these measures and
explain which of these measures you would use to provide an overview of (a)
normal, (b) ordinary, (c) interval data?