Case31

Each organization has its own business goals. Before

implementing the CRM system, project initiators need
to define project goals which are aligned with the
companys business goals. Project goals must be
specific, measurable, attainable, relevant, and timebound
(SMART). Examples of measurable project
goals are improving 20% of marketing promotion
efficiency, reducing 30% of sales process life cycle or
increasing 50% of customer satisfaction.
Case 54
possible causes of having a high criticality and high usage
value of Prolene 3/0 25 mm, which are:
Problems with suppliers, such as lateness and
nonconformity to the specifications.
High demand; since it is the preferable item by the people
concerned.
Unavailability of a substitute for this item; as the
physicians prefer it and ask for it.
Case 55

Identify Root Causes: Root Causes of needle stick injuries are causes resulted from lack of
adherence to the recommended safe practices resulted of inadequate training about these practices.
Case 56
Problem Statement
It has been of prime importance to both academicians and practitioners
to focus on the factors that constitute the service quality that results in
customer satisfaction, which then leads to creating loyal customers. The
importance of retaining customers is highlighted by the fact that it costs a
lot more to attract a new customer than to retain an old customer ( Oliver,
1999 ). The problem of service failures is further complicated with the
fact that there is increased competition in service industries. Over the last
two decades, the hospitality industry alone has seen exponential growth,
which gives consumers more and more options for where they should
spend their money