Question

Problem 4. Smith has three records A,B,C which he keeps in a stack. (These are like mp3 files, but come in the shape of a physical flat disc!) After he plays a record, he puts it at the top of the stack. His favourite is A, which he selects to listen with prob- ability 2/3. He selects B with probability 1/6, and he selects C also with probability 1/6. This defines a Markov chain, with the state of the system given by the differ- ent possible orders for the records. In your solution, order your states in the order ABC,ACB,BAC,BCA,CAB,CBA a) Write down the transition matrix for the Markov chain (b) Determine the stationary distribution of the Markov chain (c) Suppose the records are now in order BCA. How many steps will it take, on average, until the books are again in the same order?

Answer 1

Internal customers are people from within your organization or your partners to whom you provide your services in order to deliver the final product/service. Internal customers are your coworkers, like your Manager or your sales person who brings in the orders. External customers are people who are buying your final product/service. External customers are your clients who buy from you and are the source of revenue. Most companies only consider external customers as their customers since they are the ones who feedback.But a dissatisfied external customers could be because of your internal customer service. This could be as a result of an unhappy coworker tranfering a bad service to the external customer. For external customer delight, you first need to make sure that your internal customers are satisfied. You satisfaction and delight in order to achive external customer delight