Fergana polytechnical institute faculty management in production department "economy" methodological instruction

Workshop
Questions and tasks for self-control

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  1. List the main elements needed to create an effective service delivery system.
  
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  2. What are the methods for assessing the satisfaction of the enterprise staff? Why is employee loyalty as important as customer loyalty?
  
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  3. What is the reason for the growing influence of consumer competence on the success of relationship marketing?
  

4. What are the main types of consumer competencies?
• 5. List the advantages and disadvantages of the main methods for developing a service process.
• 6. At what points in the service delivery process do major “discrepancies” occur between expected and perceived service quality?
• 7. What statistical quality control tools are used in service delivery?
Tests for self-control
• 1. The competence associated with the interaction between the consumer and the manufacturer regarding the purchased product is:
a) social, or communicative, competence;
b) post-execution competence;
c) operational competence. [one]
3. Competence, covering the cognitive and physical ability or readiness of the consumer to obtain maximum benefits from the use of the product, is:
a) social, or communicative, competence;
b) special competence;
c) operational competence.
4. Qualities that the buyer may not be aware of or may not have sufficient knowledge to appreciate even after consumption are:
a) qualities being studied;
b) empirical qualities;
c) expected qualities.
5. Qualities that can be determined before the purchase of a service are:
a) qualities being studied;
b) empirical qualities;
c) expected qualities.
6. The competence directly related to the use of the product and the extraction of maximum benefits from its use is:
a) social, or communicative, competence;
b) special competence;
c) operational competence.
7. According to the theory of motivation by F. Herzberg, in order for the staff to feel complete job satisfaction, the manager must ensure:
a) only the presence of hygiene factors;
b) only factors of motivation;
c) the simultaneous presence of hygiene factors and motivation factors.
8. When assessing the quality of service for the consumer, it is important:
a) only the result of the provision of the service;
b) only the method of providing the service;
c) both the result and the method of providing the service.
9. At what value of the indicator "level of service" service costs grow exponentially depending on the level of service?
• a) from 70 to 90%;
• b) from 50 to 70%;
• c) from 90 to 92%.