Assessing unethical behavior questions

Assessing unethical behavior questions
What trade-offs are involved in deciding on whether to offer a product or service guarantee?
2. Who needs to be involved in setting priorities for quality improvement?
3. Name several ways that technology has had an impact on quality.
1. A computer repair shop had received a number of complaints on the length of time it took to make
repairs. The manager responded by increasing the repair staff by 10 percent. Complaints on repair
time quickly decreased, but then complaints on the cost of repairs suddenly increased. Oddly
enough, when repair costs were analyzed, the manager found that the average cost of repair had
actually decreased relative to what it was before the increase in staff. What are some possible explanations for the complaints, and what actions might the manager contemplate?
2. As a manager, how would you deal with the possibility that customer satisfaction does not always
lead to customer retention?
3. What quality-related trade-offs might there be between having a single large, centralized produceprocessing facility and having many small, decentralized produce-processing facilities?
4. Give three examples of what would be considered unethical behavior involving management of
quality, and state which ethical principle (see Chapter 1) is violated
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