Gerber doesn't think entrepreneurs should franchise their businesses, he thinks entrepreneurs should do what
What is develop a franchise-esque turnkey operation
100
Our final is an essay answering what
What is "how do you grow a firm?"
100
A process is what
What is a set of connected events resulting in an outcome
100
The opposite of turnkey is what
What is ad-hoc
100
During the ball exercise, the volunteers demonstrated teamwork that lead to an increase in what
What is productivity
200
This is the consistency of performance and dependability
What is reliability
200
Peace of mind gives customers a feeling of this
What is security
200
All physical evidence that the customer sees is the ____ aspect of quality service.
What is tangible
200
Coaches do what to encourage employees
what are praise, recognize and empower
200
Customers expect _________ from employees because they assume the employer trained them well
What is competence
300
Responsiveness is the _______ or readiness of employees to provide service.
What is willingness
300
Dr. Hackett said that we must speak in words our customer can understand, this is an example of what
What is effective comunication
300
Conceptually, quality service is 20% _____ and 80% ______
What is people and process
300
Name two management styles that Dr. Hackett demonstrated during the exercise upstairs
What are autocratic and coaching
300
The ability to relate to each customer one at a time is an example of what
What is understanding the customer
400
Respect, consideration and friendliness are examples of which criteria for quality service
What is courtesy
400
This is the cooperation of two or more people that produces an effect greater than the sum of each person individually.
HINT: Coaching will produce this, being an autocratic manager wont.
What is synergy
400
Dr. Hackett used a plumber example to demonstrate which component of quality service
What is tangibility
400
Name 3 changes in the team from the first round to the last.
What is excitement, communication and brainstorming.
400
What does Dr. Hackett say is the number one quality service criteria?
What is reliability
500
Being encouraging, data driven, trustworthy and clear in direction are examples of ________
What are the behaviors of coaching
500
Dr. Hackett repeatedly praised the team for these four characteristics
What are innovation, creativity, risk taking and teamwork
500
According to a worksheet that we did in-class, what are the 10 areas of service quality