T/F

-- When a guest complains, Ritz-Carlton employees are trained to immediately summon a supervisor from the Customer Service Department -Process and quality problems can be exposed by reducing in-process inventories.

-Quality problems with the seats were resolved in real time on the Toyota production line.

- Heijunka synchronizes the assembly line with the ultimate sale of cars.

-- When a guest complains, Ritz-Carlton employees are trained to immediately summon a supervisor from the Customer Service Department

-KFS (Kentucky Framed Seat) was responsible for parts missing in seat sets

The Rits-Cartion Horel Company: The Quest for Service Excellence

-Room cleanliness is the most frequent cause of customer complaints at Ritz-Carlton

Buckhead.

-- In the kanban production control system (as used in the Toyota Production System), the signal for a workstation to produce is an empty parts container in the workstation's output queue or stocking point.

- Ritz-Carlton's distinctive competitive advantage over Four Seasons is personalized service

that anticipates guest needs.

- Room cleanliness complaints on Sunday are in statistical control

-- A p chart is a process control chart for a sample proportion (detective).