8. UTS

Silakan kerjakan soal-soal berikut ini:

1. Although quality is important for every product or service, it may be particularly important for the precision auto parts industry. Do you agree with this statement? Why or why not?

2. What are the components of strategic management? Explain.

3. Gap analysis is used to identify gaps between what the customer expects and what is delivered by a firm. Do you think that the use of gap analysis is a positive or negative thing for a firm? Explain your answer.

4. Do you agree with the statement “quality is good ethics”? Explain your answer.

5. Explain the concept of customer satisfaction, retention, and loyalty.

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