Discussion Questions 1. Summarize the service failures associated with this experience. 2. What might the travel agency do to improve its customers’ service experience? Source: H. James Harrington, “Looking for a Little Service,” Quality Digest, May 2000; http://www.qualitydigest.com. The Nightmare on Telecom Street’ by H. James Harrington
Describe the different phases of Project Management. Why Scheduling is important in Project Planning. Explain
Case: The Nightmare on Telecom Street James Harrington, a noted quality consultant, related the following story in Quality Digest magazine: I called to make a flight reservation just an hour ago. The telephone rang five times before a recorded voice answered. “Thank you for calling ABC Travel Services,” it said. “To ensure the highest level […]