MBA550 DBQA

MBA550    DBQA

1.   Select a business you are familiar with.    Identify the business and then identify and
discuss possible dissatisfies, satisfiers, and exciters/delighters of the business.

2.   Technology is the focus of Chapter 5 in the Collier/Evans textbook.     To quote the
chapter’s opening paragraph, “Technology –   both physical and information –   has
dramatically changed how work is accomplished in every industry  –   from mining to
manufacturing to education to health care.”    I might add that technology has also had a
dramatic imp act on our personal lives.    Identify three examples of how technology has
changed your life, at least one of which should be work related.    Explain your answer.

3.   Collier/Evans defines  servicescape  as ” all the physical evidence a customer might use
to form  an impression.”. Choose a  servicescape  for a business with which you are
familiar and list key physical attributes of the servicescape and their impact on customer
service and value.    Explain how the servicescape establishes the behavioral setting for
your   example.

4.   Little’s Law is explained and discussed in Chapter 7 of the Collier/Evans
textbook.    Review the discussion there.     Then provide an example of Little’s Law’s
application different from those given in the textbook.     Briefly describe the business and
then explain how the business could use Little’s Law in its operations.

5.   The Seven QC (Quality Control) Tools are discussed in Chapter 15.    As explained in the
chapter, these tools support quality improvement problem – solving efforts.     Select and
define one of the tools.    Then provide an example of how the tool might be used either at
your place of employment or other organization.

6.   Chapter 16 in our textbook is all about Quality Control.    Pretend that you have developed
a “personal quality checklist” on  which you tally nonconformance in your personal life
(such as being late for work or school, not completing homework on time, not getting
enough exercise, and so on).    Briefly describe your checklist.    Then identify what type of
chart (see pages 330 – 337) you would use to monitor your performance.

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