BUS 445 Week 2 Quiz

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1. Leading customer-oriented practices of successful companies include all of the following EXCEPT: (Points : 1)

recognize that all customers should to be treated in the same manner. understand the linkages between customer needs and business processes. make commitments to customers that build trust and confidence. compare customer satisfaction results to those of their competitors.

2. Benefits of customer–supplier partnerships include all of the following EXCEPT: (Points : 1)

access to technology or distribution channels not available internally. shared risks in new investments and product development. improved products through early design recommendations based on supplier capabilities. increased operations costs through better communications.

3. One way to evaluate customer satisfaction and use it effectively is to collect information on both the importance and the performance of _____. (Points : 1)

the marketing process customer service personnel key quality characteristics sales data.

4. Which of the following is NOT a feature of Kaizen blitz teams? (Points : 1)

It is comprised of employees from all areas involved in the process. Compared to other approaches, this is long-term approach. The team can implement changes on the spot. Improvement is immediate and satisfying for all those involved in the process.

5. The speed, courtesy, and competence of repair work are referred to as the “reliability” dimension of quality. (Points : 1)

True False

6. Two approaches for breakthrough improvement that help companies achieve stretch goals are _____ and _____. (Points : 1)

brainstorming; team development Kaizen blitzes; quality circles benchmarking; reengineering innovation; feedback

7. Which of the following is NOT TRUE about the American Customer Satisfaction Index? (Points : 1)

It focuses on buyer satisfaction associated with consumer non-durable goods. It was first conducted in 1994. It is based on a large national sample of consumers. It is designed to indicate national trends as well as industry trends.

8. Gross present value of the customer (GPVC) is defined as the revenue associated with a customer minus expenses need to serve the customer, discounted over time. (Points : 1)

True False

9. Customer-focused organizations consider complaints as: (Points : 1)

outcomes of public relations failure. opportunities for improvement. a symptom of systemic defects. the rationale for customer service.

10. Which of the following is TRUE? (Points : 1)

Process improvement is more efficiently undertaken within one organizational function. Process improvement does not affect traditional organizational structures. Processes generally cut across traditional organizational functions. Process improvement is an operational decision, not a strategic decision.

1.

Leading customer

-

oriented practices of successful companies include all of the following EXCEPT: (Points

: 1)

recognize that all customers should to be treated in the same manner.

understand

the linkages between customer needs and business processes.

make commitments to customers that build trust and confidence.

compare customer satisfaction results to those of their competitors.

2.

Benefits of customer

–

supplier partnerships include all

of the following EXCEPT: (Points : 1)

access to technology or distribution channels not available internally.

shared risks in new investments and product development.

improved products through early design recommendations based on supplier capabilitie

s.

increased operations costs through better communications.

3.

One way to evaluate customer satisfaction and use it effectively is to collect information on both the

importance and the performance of _____. (Points : 1)

the marketing process

customer service personnel

key quality characteristics

sales data.

4.

Which of the following is NOT a feature of Kaizen blitz teams? (Points : 1)

It is comprised of employees from all areas involved in the process.

Compared to other approaches,

this is long

-

term approach.

The team can implement changes on the spot.

Improvement is immediate and satisfying for all those involved in the process.

5.

The speed, courtesy, and competence of repair work are referred to as the “reliability” dimension

of

quality. (Points : 1)

True

False