1. What are the major problems facing the credit card division? 2. What steps are required to...

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1. What are the major problems facing the credit card division?

2. What steps are required to develop a good internal and external performance and information system?

3. How should internal and external performance be related? Are these data related? What do graphs and/or statistical data analysis tell you, if anything? (Use the data in Exhibit 3.8 to help answer these questions).

4. Is the real service level what is measured internally or externally? Explain your reasoning.

5. What are your final recommendations?

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OM4 operations management

ISBN: 978-1133372424

4th edition

Authors: David Alan Collier, James R. Evans

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Question Posted: Nov 02, 2016 08:03 AM

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1. What are the major problems facing the credit card division? 2. What steps are required to...

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1 A possible mismatch between internal operationsfocused performance measures and external customerfocused satisfaction scores Quality of information is dependent on other players in financial value c...View the full answer

OM4 operations management

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