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ACROSS
4. ___________ guidance may help to optimize the gains and minimize the losses that result from overbooking. (e.g. in an airline)
6. Many people in service organizations are not aware that they have a _______, and that this _______ is service.
7. The principles for improvement are the ____ for service as for manufacturing.
8. There are perils in drawing ___________ from incomplete survey returns, even if 90% come back.
9. Many customers form their ________ about the service provided solely by their contacts with the people they see.
10. Suggestions from _________ may help improve service.
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DOWN
1. Process __________ of an operation can usually be determined in about three months.
2. It is necessary to find the _____ behind a mistake, and to build a system that minimizes futures mistakes.
3. Many mistakes in service are never __________.
4. Improvement of _______ may lead to a decrease in costs of doing business, and contribute to the balance of trade.
5. The customer's reaction to service is usually _________, unlike reaction to manufactured product, which may be delayed.
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