Hi Nancy,

 

I'm back with another assignment This professor is very strict and by the book.

 

The paper is on Quality Management Issues and the topic is communication issues within FedEx Office between Sales and Operations/Production. I have attached the Problem Statement the I did not do a good job on. The paper is more directed toward possible solutions for the quality management issues within FedEx Office between Sales and Operations/Production, a not so much the actual issue.

 

Due Sunday I need a bibliography with 8 sources

• Identify eight (8) credible, scholar sources
• Please note: Articles found online (consulting company websites, Internet magazines, or other blogs) will not be considered acceptable scholarly resources. Conduct your research through a library where you can be assured that the sources are of scholarly quality.
• Complete the annotated bibliography and preset using APA format guidelines.

 

An annotated bibliography is a preliminary exercise to a major project, in which the author selects sources, reviews them, and takes notes to decide how these sources will be part of the complete work.

 

An example of an entry in an annotated bibliography is as follows:

 

Hossein G., Nematia, B., Ehsania, A., & Amelehb, K. N. (2012). Analyzing effects of service encounter quality on customer satisfaction in the banking industry. Management Science Letters, 16(2), 859-868

 

Hossein et al. (2012) reported how scholars have found that quality in the service sector can relate to three aspects of quality with tangible and intangible aspects, such as interactive, corporate, and physical quality. Interactive quality is measured by the two way flow of interchanges between the client and service provider; that can be face-to-face or through automated systems. Corporate quality refers to the positioning and branding that the service offers to the consumer, and physical quality refers to all tangible aspects of the services, such as location, facilities, and equipment. However, the definition of quality in service also relates to the perceptions of the customer. The tool named SERVQUAL combines in one measurement tool both customer's expectations and service performance. Adjudicated to Parasuraman in 1985 (as in Hossein et al., 2012), this tool has become popular in the service industry during the 1990s and 2000s. SERVQUAL classified five dimensions of services as tangibles, reliability, responsiveness, assurance, and empathy. Using this model, Hossein et al. created an additional tool to measure customer service using five dimensions and 24 specific indicators. This tool can be used by other organizations in the service industry to track the levels of customer service and responsiveness that a company exhibits.

 

Even though I know you understand what the assignment is asking I wanted to post exactly what the instructions say.

 

Can you help?

 

• 1495160651-Shifflet_Wk1_Problem_Statement.docx

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Status NEW Posted 19 May 2017 02:05 AM My Price 10.00

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file 1495160654-Solutions file.docx preview (56 words )

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