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What are some drawbacks of increased customer participation in the service process? Deming's point 1 1 states, eliminate numerical quotas for the workforce and numerical

What are some drawbacks of increased customer participation in the service process?

Deming's point

11

states, "eliminate numerical quotas for the workforce and numerical goals for management"

(

Cobb

,

chapter

6) .

Do you think this is a sound business objective? Why or why not?

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