Question 1 Categorize the quality problems in this case Personnel 1. promised to call customer about the status of the job but never did. 2. caused customer to take several long trips to pick up the car without offering a loaner car. 3. delivered car to customer with service problem not corrected. Shop 1. fixed one problem, but then created another. 2. gives body shop customer low priority in the repair shop. 3. could not repair car when promised. Procedure 1. lacks coordination …showed first 75 words of 1721 total…

…showed last 75 words of 1721 total…Quality Management, TQM, especially as it relates to customer services. It might be appropriate to institute cross-functional teams to identify areas for improvement and to suggest organizational changes. Given the current state of affairs, this may take quite a while at Cranston Nissan. Reference: http://www.intellipage.com/om/crns_cse.htm http://itdc.im.cyut.edu.tw/~jerry/opim/ritzman/chap05.htm http://itdc.im.cyut.edu.tw/~jerry/opim/ritzman/ch05Cas1.pdf