Jawaban MO : Service and Quality Mangement

1.      Identify the high-contact and low-contact operations of the following services:

a.       A dental office. high contact low contact for lab

b.      An airline.  high contact includes reservations desk, loading concourse, plane with crew and attendants, etc.

 Low contact includes maintenance, baggage handling, tower operations, etc.

c.       An accounting office. high contact includes reception and CPAs, while low contact includes records, computer, library, etc.

d.      An automobile agency, high contact includes showroom and offices.  Low contact includes maintenance, preparation, records-files, etc.

13. The only thing you can do is to try to overcompensate for the event.  Make dinner free.  Promise to contract with an exterminator.  Offer them another free dinner after a “cooling off” period.  The Tylenol response is a good model to following in this situation.