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%. Complaints on repair time quickly decreased, but complaints on the cost of repair suddenly increased. When the repair costs were analyzed, it was found that the average cost of repair had actually decreased compared to what it was before the increase in staff. Explain the causes & recommend what actions you will contemplate.
2. As a manager, how would you deal with the possibility that customers satisfaction does not always lead to customer retention?
3. What quality-related trade-offs might there be between having a single large, centralized produce-processing facility and having many small, decentralized produce-process facilities?
4. Give three examples of what would be considered unethical behavior involving management of quality, and state which ethical principle is violated.