Answer:
<u>Zone of tolerance</u>
Explanation:
Zone of tolerance with respect to a service refers to, the acceptable range to a customer, that lies between the perceived desired level of service expected and the minimum level of service acceptable.
The service which the customer anticipates or expects to be delivered by a firm is referred to as predicted service.
Customer expectations do not depict a single level of expectation, rather they follows a range of expectations. This range is represented as zone of tolerance.
If the service received lies in the zone of tolerance, the customer would be satisfied. If it is higher than the desired level, the customer would consider it exceptional.
In case the service received falls below the minimum level of acceptance, the customer would be disappointed and feel deceived or tricked.
Answer:
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Explanation:
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Answer:
Internal failure costs
Explanation:
Internal failure costs are those costs that occur because of product failure when quality of goods is reviewed.
This occurs before goods are released from the factory for use by the consumer.
Discovery of these failures is done by the internal inspection team of the company.
We have 4 costs of quality: preventive cost, appraisal cost, external failure cost, and internal failure cost.
In this scenario a few machines in the assembly section were faulty and had to be shut down till they were repaired, resulting in reduced the output of automobiles for the quarter.
The incurred cost is internal failure cost
