the board of directors at blaine glassworks want their companys products to be of higher quality than the…

the board of directors at blaine glassworks want their companys products to be of higher quality than the products of other companies in the market, and think that they are hitting this target. however, a recent survey found that customers rate the companys products as below average due to the inferior process design specifications in the company. this is an example of ______ in the gap model. gap 2 gap 3 gap 4 gap 5 question 4 (1 point) isa is head of housekeeping services at the ashworth hotel, a luxury hotel and resort. last week, she received 29 customer complaints. a total of 428 guests had stayed in the hotel that week. given this information, find out the errors per million opportunities. 400 errors per million opportunities 23,456 errors per million opportunities 67,757 errors per million opportunities 14,758,620 errors per million opportunities

the board of directors at blaine glassworks want their companys products to be of higher quality than the products of other companies in the market, and think that they are hitting this target. however, a recent survey found that customers rate the companys products as below average due to the inferior process design specifications in the company. this is an example of ______ in the gap model. gap 2 gap 3 gap 4 gap 5 question 4 (1 point) isa is head of housekeeping services at the ashworth hotel, a luxury hotel and resort. last week, she received 29 customer complaints. a total of 428 guests had stayed in the hotel that week. given this information, find out the errors per million opportunities. 400 errors per million opportunities 23,456 errors per million opportunities 67,757 errors per million opportunities 14,758,620 errors per million opportunities

Answer

Question 1

Brief Explanations:

In the GAP model, Gap 2 is the difference between management's perception of customer - expectations and the service quality specifications. Here, the company thinks it is meeting quality targets but customers rate products low due to inferior process design specifications, which is a Gap 2 situation.

Answer:

A. Gap 2

Question 2

Explanation:

Step1: Recall the formula for errors per million opportunities (EPMO)

$EPMO=\frac{\text{Number of errors}}{\text{Number of opportunities}}\times10^{6}$

Step2: Identify the number of errors and opportunities

The number of errors is the number of customer complaints, which is 29. The number of opportunities is the number of guests, which is 428.

Step3: Calculate EPMO

$EPMO=\frac{29}{428}\times10^{6}=\frac{29000000}{428}\approx67757$

Answer:

67,757 errors per million opportunities