(TCO B) Discuss the importance of employees and information technology in the delivery of service quality. Use two examples of service firms to help support your discussion. This answer must be in your own words—significant cut and paste from the text or other sources is not acceptable. (Points : 20)

(TCO E) Relative to the statement “each customer has value, but not all customers’ value are equal; businesses must rank customers with respect to their value and treat customers accordingly” (Week 3 Lecture), do you agree or disagree with this statement? Make sure to explain the logic behind your answer. How does your answer link to how quality is defined for different segments of customers? This answer must be in your own words—significant cut and paste from the text or other sources is not acceptable. (Points : 20)

Explain the concept of the SWEATT model. How do the criteria and the movement points associated with the SWEATT model help leadership drive a culture of quality resulting in continuous quality improvement? This answer must be in your own words—significant cut and paste from the text or other sources is not acceptable. (Points : 20)

Discuss the barriers to change in driving quality initiatives. This answer must be in your own words— significant cut and paste from the text or other sources is not acceptable. (Points : 20)


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