Explain what influenced your expectations. Service Quality Research the Malcolm Baldridge National Quality Award on the Internet. Service Operation Look up one of the following companies on the Internet. From the information provided, what operational position do you believe they have chosen. Discuss the level of complexity and divergence in their operation.
People Look up the following companies on the Internet.
Go to the employment opportunities section. Pick one of the jobs listed. Discuss the job in terms of the job characteristics discussed in the first part of this chapter. Also, discuss what types of potential conflicts you would expect to be found in the job. Service Environment Look up one of the following services on the Internet.