In a service company, important parts of the productare being designed by the front liners every time they serve a customer They are uniquely positioned to read customer needs. You need to provide them with information(about costs)and Incentives

Complaint management is an Investment Cost of customer acquisition vs retention Loyal Word of mouth(p positive or negative) Information for design changes Compensation may exceed price

Chapter 19- Learning Objectives Express a decision situation in terms of decision alternatives, states of nature, and payoffs. Differentiate between non-Bavesian and Bavesian decision criteria. Determine the expected payoff for a decision alternative. Calculate and interpret the expected value of perfect information

Unit Nine \\Text A I. Pre-reading Task II. Related Information Ill. Detailed Study IV. Outline& Summary V. Home Assignment

Unit Five Text A Unit One Text A I. Pre-reading Task I I. Related Information Ill. Detailed Study Iv. Outline& Summary V. Home Assignment

Listening Practice: 1)Sound Discrimination 2)Asking for Information 3)Listening Comprehension

Unit Four Text A Text A The First Four Minutes Pre-reading Task Related Information Detailed Study Outline Summary Home Assignment

Unit Two Text A Unit Two Text A l. Pre-reading Task ll. Related Information lll. Detailed Study lV. Outline& Summary V. Home Assignment

Unit One Text B Unit Two Text A l. Pre-reading Task ll. Related Information lll. Detailed Study IV. Outline& Summary V. Home Assignment

第一节管理信息系统的生命周期 第二节管理信息系统的开发 第三节管理信息系统的总体规划 第四节结构化生命周期法 第五节原型化方法 第六节面向对象法