Pareto Analysis is also known as the d. 80/20 principle c. Blueprint b. 20/80 rule e. 20/80 principle a. 80/20 rule Question 21 (1 point) The ROQ approach are based on all of the following assumptions EXCEPT d. quality efforts must make sense financially. c. quality is important so a firm needs to put all it's resources behind it. e. quality is an investment. b. it is possible to spend too much on quality. a. not all quality expenditures are equally justified. Question 22 (1 point) Which of the following is NOT one of the elements of effective service recovery? e. Learn from the recovery experience. d. Resolve complaints effectively. a. Do the job right the first time. c. Identify service complaints. b. Seek alternative billing strategies