C a s e 2 1 . 2 C21-02 The concepts and techniques of total quality management have spread to all…

C a s e 2 1 . 2

C21-02 The concepts and techniques of total
quality management have spread to all industries. As a consequence, many firms
regularly survey their customers to determine their opinion on a number of
issues. The Bank of Commerce is one such company. Each year they undertake a
survey of customers to measure their attitudes about the various services
offered by the bank. For example, they ask about the promptness of the service
and the adequacy of operating hours. Additionally, the survey asks the
following questions:

1 How would you rate the overall quality of
service you
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C a s e 2 1 . 2

C21-02 The concepts and techniques of total
quality management have spread to all industries. As a consequence, many firms
regularly survey their customers to determine their opinion on a number of
issues. The Bank of Commerce is one such company. Each year they undertake a
survey of customers to measure their attitudes about the various services
offered by the bank. For example, they ask about the promptness of the service
and the adequacy of operating hours. Additionally, the survey asks the
following questions:

1 How would you rate the overall quality of
service you receive from the Bank of Commerce as a whole?

2 How would you rate the overall quality of
service at your branch of the Bank of Commerce? The responses to these
questions are rated:

extremely poor

very poor

poor

fair

good

very good

extremely good

As part of a more extensive analysis of the
survey results, a manager took a random sample of 50 completed surveys at each
of four branches. The data are recorded using the following format: Columns
1–4: Responses to question 1 at branches 1–4 Columns 5–8: Responses to question
2 at branches 1–4 The manager would like to know the answers to the following
questions: Do customers at the four branches differ in their assessment of the
quality of service at their branch? Do customers at each branch have a
different opinion of their branch than of the Bank of Commerce as a
whole?         

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