Customer satisfaction can be quantified by ch12 select one: a. expected performance divided by actual performance b. actual performance divided by expected performance. c. perceived performance divided by actual performance. d. perceived performance divided by expected performance. e. actual performance divided by perceived performance.

Draw a flowchart for a process of interest to you, such as a quick oil-change service, a factory process you might have worked in, ordering a pizza, renting a car or truck, buying products on the internet, or applying for an automobile loan. identify the points where something (people, information) waits for service or is held in work-in-process inventory, the estimated time to accomplish each activity in the process, and the total flow time. evaluate how well the process worked and what might be done to improve it.