Chapter 8: Video Quiz - Camp Bow Wow (Innovative Management)

Sue wants her Bow Wow facility to be "the best in the Camp Bow Wow system." If she visited an award-winning boarding kennel in New York City and Decided to implement its efficient check-in system, which takes dogs from parking lot to kennel in under three minutes, she would be engaging in: A.statistical process control (SPC). B.benchmarking. C.continuous improvement. D.total quality management (TQM).

B. Benchmarking

Camp Bow Wow customers are increasingly requesting counselors to spend one-on-one time with their pets. Sue realizes that in order to meet this request, she must hire more employees. This illustrates which difference between the production of manufactured goods and the production of services? A.Services are labor-intensive. B.Services are intangible. C.Services are provided when and where the customer desires the service. D.Services are consumed immediately and cannot be stored.

A.Services are labor-intensive.

Camp Bow Wow is considering an extension of the current business model focused. Tentatively called Camp Meow Meow, Sue plans to offer day care and grooming services for cats. In planning for quality services, the first thing Sue must do is: A. Evaluate the way they operate. B. Identify the target customer and determine their needs. C. Measure customer satisfaction. D. Develop a plan that will enable the firm to deliver the services that customers want.

B. Identify the target customer and determine their needs.

Sue says that customers are "expecting a whole lot more for their dollars so the level of customer service has to be that much better and the level of our offerings has to match their expectations." Sue decides to send an email survey to current customers to discover what additional services Camp Bow Wow might offer. Based on the results, Sue intends to implement new services. This is an example of: A. Basic research B. Research and development (R&D) C. Applied Research D. Fact finding

C. Applied research