CLEP Marketing

Answer: D - Customers at the local muffler repair shop notice that the speed and accuracy of work depends not on the shift but the individual technicians working. This is an example of service variability. Businesses go to great lengths to standardize their service processes, usually through strict adherence to step-by-step instructions. However, variability in the quality and speed of service occur due to a number of factors, including shift changes and employee competence. Depending on their skills and experience, some employees will provide more accurate and speedier service than others, which creates this service variability.