Item 1. Bank service charges, $90. 2. Check of a customer returned by.pdf

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Item 1. Bank service charges, $90. 2. Check of a customer returned by bank to company because of insufficient funds, $520. 3. Check for $420 incocrectly recorded by the company as 5240 . 4. Check for $1,440 incorrectly charged by bank as $140. 5. Deposit in transit, $5,310. 6. Outstanding checks, $10,370. 7. Note collected by bank, 112,600 ..

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Internal failure costs tend to be much lower for service organizations with high customer contact. True False Question 22 (4 points) Which one of the following is not true regarding Quality Function Deployment? it improves communication and teamwork across functional units it translates the voice of the customer (i.e., customer requirements) into technical specification it increases the time for new product development it allows competitive evaluation of competitors' products/services across customers' requirements.

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Instructions: Answer ALL questions in this section. CASE STUDY Peter has just been assigned to the Operations Department as one of two (2) Senior Operations Officers. He is excited at the prospect of working in a new department, and not to mention to the added fringe benefits and increased salary. Peter was a bit apprehensive, however, when the Head of Department, Mr Carlisle, pointed out that for the next eight (8) months, he would have to share an office with Matthew, the other Senior Operations Officer, until his new office space is ready. Peter had looked at the existing office space, prior to assuming his new role, and thought that with the abundance of space, he would have no problem with Matthew who seems to be a very nice and helpful guy. The office has two desks, fully equipped with computers, printers and telephones. There was also a communal worktable and a small refrigerator. Peter began his new role, but after the first week of sharing an office with Matthew, he was just about climbing the wall. Matthew insists on playing his music as he says it inspires his creativity. Matthew also eats his very meaty lunch at his desk, albeit, very loudly and often leaves left-overs at the communal worktable for the Office Attendant to clear away at the end of the work day. Peter is a vegetarian. Matthew also speaks loudly on the phone and Peter is subjected to hearing his conversations. Being new, Peter was not sure how to approach Matthew. He had tactfully asked Matthew, on more than one occasion, to lower his music and phone conversations and to remove his dirty lunch wares after eating. Matthew, however, seemed not to have taken him seriously, and persists; showing no regard for Peter's requests. Consequently, Peter's work has fallen behind and he must now resolve this matter once and for all. Peter has unwillingly brought the matter to Mr Carlisle. Using good conflict resolution and negotiation skills and language, assist Mr Carlisle in working through Peter and Matthew's issues, and arrive at a plausible and amicable resolution to the problems that Peter is experiencing. (Total 25 marks).

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Instructions: Complete the following excrcises. No noed to show your work for calculating the mean and standard deviations. Anach additional pages as necessary. Hint: dheie are all two- dample f-tests so you will need to calculate the pooled variance 0 for the 1. In a study designed to determine the relationship between climate and facial structure, Koertvelyessy (1972) obtained the followiag figures for frontal sinus surface area in Ineit males (Exereise 10.4, Refiguring Anthonopology): a. Do the Insit males from the colder enviroement tend to have significantly smaller frontal sinuses? Use a- 0.05 2. The Grasshopper site is a rather large masonry ruin located in Arizona. In an attempt to infer changes in prehistoric social organization, excavators carefully recorded the dimcasions of each room, including the fircheartiss found in each. The rooms date from two periods - Early and late (Data from Ciolek-Torello and Reid, 1974). Sizes of firchearths in cm a. Apply a directional hypothesis test, i.c., the alternative or research hypothesis is that Early rooms have larger firchearths. Use a 0.05 b. What is the minimum alpha () at which you can rejeet H? e. What is the pot estimate for (the mean difference between Early and Late room firchearth sizes)? Construct a confidence interval for A. Pick any degree of confidence between 90 and 99% that suits your personality and standardk..

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Instructions: Answer ALL questions from this section: CASE STUDY Cynthia has just been assigned to the Training Department as one of two (2) Senior Training Officers. They are required to work together in supervising a team of 10 intern trainers. She is excited at the prospect of working in a new department, and not to mention the added fringe benefits and increased salary. Cynthia was disappointed, however, when the Head of Department, Dr. Brown, indicated that she will have to share office with Marriott, the other Senior Operations Officer, as there is a space constraint in the company at the moment. The office had two desks, fully equipped with computers, printers and telephones. There was also a communal worktable and a small refrigerator. Cynthia began her new role, but after the first week of sharing an office with Marriott, she was beginning to feel uncomfortable. Marriott was very self-centred and often insists on playing his music as he says it inspires his creativity. Marriott often delegate responsibility to Cynthia and seldom listens to her ideas or thoughts. Marriott also speaks loudly on the phone and Cynthia is often subjected to hearing his conversations. Being new, Cynthia was not sure how to approach Marriott. She had tactfully asked Marriott, on several occasions, to lower his music and phone conversations; however, he seemed not to have taken her seriously, and persisted; showing no regard for Cynthia's requests. She had even written a number of training proposals and sent it to Marriot who ignored her suggestions for improving their systems. In working with the interns trainers, Marriott often dominated the discussions and subtly belittled Cynthia ideas. He was often very friendly with the female interns who would sits on his desk and make small talk during work hours; which made her very uncomfortable. Additionally, the tasks and responsibilities of the department were being neglected. Cynthia tried to identify the shortfall; however, Marriott thought she would worry unnecessarily. Consequently, Cynthia's work had fallen behind and she must now resolve this matter once and for all. Cynthia has unwillingly brought the matter to the attention of De. Brown. Using good conflict resolution and negotiation skills and language, assist Dr. Brown in working through Cynthia and Marriott's issues, and arrive at a plausible and amicable resolution to the problems that Cynthia was experiencing, and to increase the productivity levels of the Training Department. 17/08 The Council of Community Colleges of Jamaica Page 2 Questions A. Define the term conflict. (I mark) B. Analyse the conflict being experiences using the FIVE (5) stages of a conflict. (10 marks) C. Identify and explain the negotiation role that Dr. Brown would play in such a situation. ( 5 marks) D. Propose a solution using at least FIVE (5) conflict negation techniques, propose a plausible intervention that would amicably resolve the situation. (9 marks).

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