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bus_445_total_quality_management_week_2_quiz x
Quiz is attached !!
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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. |
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2. Benefits of customer–supplier partnerships include all of the following EXCEPT: (Points : 1) access to technology or distribution channels not available internally. |
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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 |
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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. |
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5. The speed, courtesy, and competence of repair work are referred to as the “reliability” dimension of quality. (Points : 1) True |
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
