Which of the following characteristics makes it easier to measure the quality of a service, relative to that of a product or facilitating good?

Select one:

A. Service portions are abstract, rather than concrete

B. Service portions are transient, rather than permanent

C. Service portions are psychological, rather than physical

D. None of the above characteristics make it easier to measure service quality

Among the best-known companies that use customer satisfaction surveys to evaluate service quality in various industries is:

Select one:

A. J.D. Power and Associates

B. McDonald’s

C. American Express

D. Alaska Airlines

Service defections are important in process control for services because:

Select one:

A. No advertising is necessary to get the business of long-term customers

B. They are equally important to organizations that produce tangible outputs

C. A customer who takes their business elsewhere is analogous to a product defect

D. Long-time customers are more likely to purchase additional products

One of the most common errors when monitoring data is to gather information that has little or no probability of changing significantly from one collection period to the next.

Select one:

True

False

There are five stages of effectiveness in terms of the role their operations play in terms of strategic business objectives.

Select one:

True

False

Departments within a stage 2 organization may exhibit a stage 3 orientation, thereby upgrading the organization to a stage 3 categorization.

Select one:

True

False

The balanced scorecard approach relies not only on financial performance measures, but includes customers, internal business processes, and organizational learning and growth.

Select one:

True

False

Benchmarking is a process that helps compare a company against its competitors on a variety of relevant indicators.

Select one:

True

False

Metlock Inc. sells appliances to Seasons Department Store. A recent order requires Metlock to manufacture and deliver 500 toasters at a price of $88 per unit. Metlock’s manufacturing costs are approximately $44 per unit. The following schedule summarizes the production and delivery record of Hydra:

A) Assuming that Metlock recognizes revenue when the toasters are produced, how much revenue should be recognized in each of the three years?

B) Assuming that Metlock recognizes revenue at delivery, how much revenue should be recognized in each of the three years?

C) Calculate net income for the three periods under each of the two preceding assumptions. (Assumption A and B, for all 3 years)

Summative Case Study: SRS Educational Supply Company

Part 1 – Job Order Costing / Process Costing
SRS Educational Supply Company provides educational materials and supplies to educational institutions. The company provides educational supply needs that includes workbooks, classroom visual aids, instructor support materials, art supplies, lab supplies, and administrative office supplies. Since SRS Educational Supply Company consistently produces the same service to its customers, the company uses job order costing. The company’s processing units are assigned costs. For example, the company will determine all of the costs associated with the sales/marketing in a certain period and divide the costs by the number of customers that the company currently has. The cost per customer then becomes a part of the inputs and its used to determine the cost of sales/marketing and the cost of each customer. Service industries often do not match directly the normal costing systems, but the same concepts can still be used to determine the costs per customer.

The SRS Educational Press is wholly owned by the Company. It performs the bulk of its work for the print materials that are sold to the customers. The press also publishes and maintains a stock of books for general sale. The press uses normal costing to cost each job. Its job-costing system has two direct-cost categories (direct materials and direct manufacturing labor) and one indirect-cost pool (manufacturing overhead, allocated on the basis of direct manufacturing labor costs).

The following data (in thousands) pertain to 2017:

 Direct materials and supplies purchased on credit: $800  Direct materials used: $710  Indirect materials issued to various production departments: $100  Direct manufacturing labor: $1,300  Indirect manufacturing labor incurred by various production departments: $900  Depreciation on building and manufacturing equipment: $400  Miscellaneous manufacturing overhead incurred by various production departments: $550 o (Ordinarily, this would be detailed as repairs, photocopying, utilities, etc.)  Manufacturing overhead allocated at 160% of direct manufacturing labor costs: ?  Cost of goods manufactured: $4,120  Revenues: $8,000  Cost of goods sold (before adjustment for under- or overallocated manufacturing overhead): $4,020  Inventories, December 31, 2016 (not 2017):
o Materials control: $100 o Work-in-process control: $60 o Finished goods control: $500

Submission Requirements for Final Project I:

As the accountant, the company has asked you to perform the following tasks:

1. Prepare an overview diagram of the job-costing system at the SRS Educational Press. 2. Prepare journal entries to summarize the 2017 transactions. As your final entry, dispose of the year-end under- or overallocated manufacturing overhead as a write-off to cost of goods sold. Number your entries. Explanations for each entry may be omitted. 3. Show posted T-accounts for all inventories, Cost of Goods Sold, Manufacturing Overhead Control, and Manufacturing Overhead Allocated. 4. How did the SRS Educational Press perform in 2017? Should the company continue to have in-house press production?

You will submit your answers/explanations for Final Project I in a memo-style format to the company’s leadership team. Use Microsoft Word and Excel.

  1. The owner of a popular chicken restaurant, Chicken-For-Me, with many branches wanted to know if the quality of customer service at a new restaurant was acceptable. One aspect of service that was examined was the length of time that customers had to wait in line before ordering their food. The restaurant decided on acceptable probabilities for the waiting-time categories, and these are given below.
Waiting-time Category
Probability
No more than 1 minute
0.15
More than 1 minute but no more than 3 mins
0.30
More than 3 minutes but no more than 5 mins
0.24
More than 5 minutes but no more than 10 minutes
0.25
More than 10 minutes
0.06
To investigate whether the quality of customer service was acceptable, waiting times were recorded for a random sample of 100 customers at the new Chicken-for-Me. The table below shows the number of customers observed in the five waiting-time categories.
Waiting-time Category
  
Number of Customers
No more than 1 minute
20
More than 1 minute but no more than 3 mins
31
More than 3 minutes but no more than 5 mins
31
More than 5 minutes but no more than 10 minutes
15
More than 10 minutes
3
Total
100
Use the sample data for the 100 customers to conduct a statistical test to determine if the waiting times at the new Chicken-For-Me are inconsistent with the acceptable probabilities for the waiting- time categories.

2.

A randomly selected group of men and women were surveyed to investigate the association between gender and the amount of money spent at a local store, Bullseye. Results are shown in the table below:
Dollars Spent @ “Bullseye”
$0 to $50
$51 to $100
$101 to $200
more than $201
Total
Men
18
85
71
90
264
Women
35
72
98
142
347
Total
53
157
169
232
611
Is there convincing evidence that there is an association between gender and the amount of money spent at “Bullseye”?

The owner of a popular chicken restaurant, Chicken-For-Me, with many branches wanted to know if the quality of customer service at a new restaurant was acceptable. One aspect of service that was examined was the length of time that customers had to wait in line before ordering their food. The restaurant decided on acceptable probabilities for the waiting-time categories, and these are given below.
Waiting-time Category
Probability
No more than 1 minute
0.15
More than 1 minute but no more than 3 mins
0.30
More than 3 minutes but no more than 5 mins
0.24
More than 5 minutes but no more than 10 minutes
0.25
More than 10 minutes
0.06
To investigate whether the quality of customer service was acceptable, waiting times were recorded for a random sample of 100 customers at the new Chicken-for-Me. The table below shows the number of customers observed in the five waiting-time categories.
Waiting-time Category
  
Number of Customers
No more than 1 minute
20
More than 1 minute but no more than 3 mins
31
More than 3 minutes but no more than 5 mins
31
More than 5 minutes but no more than 10 minutes
15
More than 10 minutes
3
Total
100
Use the sample data for the 100 customers to conduct a statistical test to determine if the waiting times at the new Chicken-For-Me are inconsistent with the acceptable probabilities for the waiting- time categories.
Question #2
A randomly selected group of men and women were surveyed to investigate the association between gender and the amount of money spent at a local store, Bullseye. Results are shown in the table below:
Dollars Spent @ “Bullseye”
$0 to $50
$51 to $100
$101 to $200
more than $201
Total
Men
18
85
71
90
264
Women
35
72
98
142
347
Total
53
157
169
232
611
Is there convincing evidence that there is an association between gender and the amount of money spent at “Bullseye”?

R& V Hotel is consistently incurring losses for the past 2 years though the sales clerk receives customer orders, raises sales invoices at a higher price and processes payments for customers. Hotel customers have contracted prices, however online trade prices automatically loaded in to the system but the Brenda clerk used to amend manually. Mr. Zakariya an internal auditor found some deficiencies, who has taken some necessary actions to cross check those invoices and employees responsibilities and suggested the management immediately to prevent from loss of customers and good will of the hotel.
Based on the above scenario:
1. How the internal audit for R and V hotel can be helpful in resolving the issues they are confronting at the moment? Justify your answer practically
2. If you were Mr. Zakariya, prepare doable audit plan that Mr. Zakariya that you can use for the company and provide recommendations on how to overcome the deficiencies cited in the case?

The Kroger Company is one of the largest grocery retailers in the United States, with over 2,000 grocery stores across the country. Kroger uses an online customer opinion questionnaire to obtain performance data about its products and services and learn about what motivates its customers.† In the survey, Kroger customers were asked if they would be willing to pay more for products that had each of the following four characteristics. The four questions were: Would you pay more for

    products that have a brand name?

    products that are environmentally friendly?

    products that are organic?

    products that have been recommended by others?

For each question, the customers had the option of responding Yes if they would pay more or No if they would not pay more.

(a)

Are the data collected by Kroger in this example categorical or quantitative?

categorical quantitative     Correct: Your answer is correct.

(b)

What measurement scale is used?

ratio scale interval scale     ordinal scale nominal scale

Farmers who sell their fruit and vegetables to consumers at roadside stands or farmer's markets use a _____ consumer marketing channel.

• channel A

• channel B

• channel C

• channel D

• channel E

Sheryl is a saddle fitter for Ideal Saddles, which makes English riding saddles using premium Italian leather. Sheryl gives a prominent stable owner, Tara, a large discount on one of her company's custom saddles in the hope that Tara will recommend Ideal Saddles to her clients. This is an example of a(n) _____ strategy.

• buzz marketing

• pull

• push

• inducement

• publicity

Clean Clothes, a manufacturer of washing machines and dryers, is experiencing a period of decreasing sales. It provides rebates and free installation to customers to

• push retailers to carry its products.

• maintain sales goals.

• encourage customers to learn more about the company.

• remind customers about the benefits of its products.

• assure current users that they have made the right choice.

Recall the framework for a hypothesis test:

1. Identify the parameter or parameters about which you need to make a decision.

2. State a null hypothesis H0 and an alternative hypothesis Ha about your parameter.

3. Choose a significance level α. Typical values are 0.05, 0.1, or 0.01.

4. Calculate and standardize your test statistic. It will be the statistic that estimates your parameter.

5. Calculate a p-value. Your technology will handle this.

6. Make a decision: Either reject H0 or fail to reject H0.

7. Interpret your decision in context.

1. The CEO of a large electric utility claims that 80 percent of his customers are very satisfied with the service they receive. To test this claim, the local newspaper surveys 100 customers, using simple random sampling. Among the sampled customers, 73 of them say they are very satisfied. Based on these findings, can we reject the CEO's hypothesis that 80% of the customers are very satisfied

The mean preparation fee H&R Block charged retail customers last year was $183 (the Wall Street Journal, March 7, 2012). Use this price as the population mean and assume the population standard deviation of preparation fees is $50.

1. What is the probability that the mean price for a sample of 30 H&R Block retail

   customers is within $8 of the population mean?

2. What is the probability that the mean price for a sample of 50 H&R Block retail

   customers is within $8 of the population mean?

3. What is the probability that the mean price for a sample of 100 H&R Block retail

   customers is within $8 of the population mean?

4. Which, if any, of the sample sizes in parts (a), (b), and (c) would you recommend to

   have at least a .95 probability that the sample mean is within $8 of the population mean?

i need DISTRIBUTION, MEAN, STANDARD DEVIATION, of x-bar for each question 1-3 and  175<xbar<191 please.