Asked by Kristian Johnston on Jun 18, 2024
Verified
What refers to training and empowering frontline workers to solve a problem immediately?
A) just-in-time
B) poka-yoke
C) benchmarking
D) kaizen
E) service recovery
Service Recovery
Training and empowering frontline workers to solve a problem immediately.
Kaizen
A Japanese business philosophy of continuous improvement of working practices, personal efficiency, etc.
Empowering
The act of giving individuals or teams more authority and responsibility, enabling them to make decisions and contribute to organizational goals.
- Identify key methodologies and tools for problem-solving and continuous improvement in the workplace, including kaizen.
Verified Answer
FS
Felicia SmithJun 23, 2024
Final Answer :
E
Explanation :
Service recovery specifically refers to the process of training and empowering frontline workers to quickly solve a problem when a service fails to meet customer expectations. This approach is aimed at rectifying issues immediately to ensure customer satisfaction and loyalty.
Learning Objectives
- Identify key methodologies and tools for problem-solving and continuous improvement in the workplace, including kaizen.
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