1. A national electronics retail chain charges $350 for a service contract. Of this, the company sends $120 to an insurer. Calculate the profit margin for the service contract.
2. Recently, a medical office administered the SERVQUAL survey to its customers as a way to determine where it should focus the process improvement. Forty surveys were administered to customers before and after they were treated. On the basis of the 40 responses, averages were computed for each item. Using the averages in the table that follows, compute dimension averages. Based on your findings, which dimensions should be emphasized?
3. The averages for different dimensions of service quality were computed by averaging the items pertaining to the dimension. Use the following data to determine which dimensions to emphasize.
Tangibles = 5.40 1.42
Reliability = 3.20 6.40
Responsiveness = 2.45 2.30
Assurance = 5.60 3.30
Empathy = 1.90 6.40
a. Using simple differencing, determine which dimensions should be emphasized.
b. Use two-dimensional differencing to determine which dimensions should be emphasized.
c. Based on your findings, choose the most important dimension and describe how you would develop a process improvement program to address the dimension that needs to be improved.
4. A state university wants to perform a gap analysis to determine what student traits corporate CEOs find most important. The exercise is to be administered to CEOs and involves two surveys: an expectations survey and a perceptions survey. All questions are answered on a 10-point scale. The attributes the CEOs are asked to rate are propensity for lifelong learning, ability to work in teams, innate ability, and cognitive ability. The results of nine surveys are synopsized in the following table:
Perform a gap analysis by developing a two-dimensional differencing plane, and evaluate the results.
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