Quick 20 questions multiple choice quiz!!!!!!!!!

Chapters 10, 14 and 18 and related videos

Frei, F. X. (2006).  Breaking the trade-off between efficiency and service.  Harvard Business Review, 84(11), 92-101.  (available from coursepack)

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Be sure to read all of the chapters at least a couple of times

I would even suggest that you sumarize the chapters

Read the article a couple of times and I would summarize it.  THE ARTICLE IS IN THE COURSEPACK. You will see questions over the article on the quiz

Then review the videos a couple of times and make notes over the Videos

Review the PowerPoints slides a couple of times.


uestion 1

0.22 points