Question 1

________ is a process for developing relationships with few suppliers for long-term contracts.

Accepted Answer

A)  Single sourcing 
B)  Gap analysis 
C)  Supplier rationalization 
D)  Segmentation 
E)  Source loyalty 
A)  Single sourcing 
B)  Gap analysis 
C)  Supplier rationalization 
D)  Segmentation 
E)  Source loyalty A

Question 2

Criterion validity refers to whether the item really measures what we want to measure.

Accepted Answer

A) True 
 B)False  False

Question 3

________ validity refers to the use of certain terms and whether terms really measure what it is we want to measure.

Accepted Answer

A)  Criterion 
B)  Conformance 
C)  Content 
D)  Control 
E)  Construct 
A)  Criterion 
B)  Conformance 
C)  Content 
D)  Control 
E)  Construct E

Question 4

Describe the concept of single sourcing. How is single sourcing related to strategic alliances?

Accepted Answer

Many companies use single sourcing as a

Question 5

The process associated with resolving complaints is called the complaint-response process.

Accepted Answer

A) True 
 B)False

Question 6

The SERVQUAL instrument was developed by ________.

Accepted Answer

A)  Juran, Deming, and Shewhart 
B)  Ishikawa and Taguchi 
C)  Hammer and Champy 
D)  Parasuraman, Zeithamel, and Berry 
E)  Feigenbaum, Crosby, and Peters 
A)  Juran, Deming, and Shewhart 
B)  Ishikawa and Taguchi 
C)  Hammer and Champy 
D)  Parasuraman, Zeithamel, and Berry 
E)  Feigenbaum, Crosby, and Peters

Question 7

________ validity refers to whether the item really measures what we want to measure.

Accepted Answer

A)  Construct 
B)  Control 
C)  Criterion 
D)  Conformance 
E)  Content 
A)  Construct 
B)  Control 
C)  Criterion 
D)  Conformance 
E)  Content

Question 8

The gap refers to the differences between ________.

Accepted Answer

A)  corrective action and preventive action 
B)  service quality and product quality 
C)  empowered employees and employees managed by a hierarchy 
D)  accurate quality projections and inaccurate quality projections 
E)  desired levels of performance and actual levels of performance 
A)  corrective action and preventive action 
B)  service quality and product quality 
C)  empowered employees and employees managed by a hierarchy 
D)  accurate quality projections and inaccurate quality projections 
E)  desired levels of performance and actual levels of performance

Question 9

Improving services such as customer service policies, sales processes, and after-sales services according to customer preferences is referred to as transactional analysis.

Accepted Answer

A) True 
 B)False

Question 10

Churn reduction involves the reduction in the loss of ________.

Accepted Answer

A)  raw materials 
B)  suppliers 
C)  funds 
D)  products 
E)  customers 
A)  raw materials 
B)  suppliers 
C)  funds 
D)  products 
E)  customers

Question 11

To segment markets means to distinguish customers or markets according to common characteristics.

Accepted Answer

A) True 
 B)False

Question 12

What are the three phases of customer-relationship management?

Accepted Answer

A)  satisfaction, feedback, and retention 
B)  satisfaction, acquisition, and transition 
C)  response, feedback, and enhancement 
D)  acquisition, retention, and enhancement 
E)  response, transition, and acquisition 
A)  satisfaction, feedback, and retention 
B)  satisfaction, acquisition, and transition 
C)  response, feedback, and enhancement 
D)  acquisition, retention, and enhancement 
E)  response, transition, and acquisition

Question 13

What is gap analysis?

Accepted Answer

Typically, the gap refers to the differe

Question 14

The enhancement phase of customer-relationship management involves improving service to the customer through the use of information systems.

Accepted Answer

A) True 
 B)False

Question 15

Due to constantly changing customer needs, the reactive approach to customer-driven quality could lead to problems if customer requirements increase at a faster rate than quality and service improvement.

Accepted Answer

A) True 
 B)False

Question 16

The approach authorizing major suppliers to make purchases for their own accounts, resulting in suppliers providing only what is needed when it is needed, is referred to as ________.

Accepted Answer

A)  single-source managed inventory 
B)  vendor managed inventory 
C)  account managed inventory 
D)  cost managed inventory 
E)  time managed inventory 
A)  single-source managed inventory 
B)  vendor managed inventory 
C)  account managed inventory 
D)  cost managed inventory 
E)  time managed inventory

Question 17

The reliability determinant of service quality concerns the willingness or readiness of employees to provide service.

Accepted Answer

A) True 
 B)False

Question 18

Customer rationalization results from agreement between marketing and operations as to which customers add the greatest advantage and profits over time.

Accepted Answer

A) True 
 B)False

Question 19

The view of the customer that asserts that he or she is a valued asset to be managed is referred to as ________.

Accepted Answer

A)  customer response 
B)  customer intelligence 
C)  customer data management 
D)  reactive customer-driven quality 
E)  customer-relationship management 
A)  customer response 
B)  customer intelligence 
C)  customer data management 
D)  reactive customer-driven quality 
E)  customer-relationship management

Question 20

External customers are employees receiving goods or services from within the same firm.

Accepted Answer

A) True 
 B)False

________ is a process for developing relationships with few suppliers for long-term contracts.

Criterion validity refers to whether the item really measures what we want to measure.

________ validity refers to the use of certain terms and whether terms really measure what it is we want to measure.

Describe the concept of single sourcing. How is single sourcing related to strategic alliances?

The process associated with resolving complaints is called the complaint-response process.

The SERVQUAL instrument was developed by ________.

________ validity refers to whether the item really measures what we want to measure.

The gap refers to the differences between ________.

Improving services such as customer service policies, sales processes, and after-sales services according to customer preferences is referred to as transactional analysis.

Churn reduction involves the reduction in the loss of ________.

To segment markets means to distinguish customers or markets according to common characteristics.

What are the three phases of customer-relationship management?

What is gap analysis?

The enhancement phase of customer-relationship management involves improving service to the customer through the use of information systems.

Due to constantly changing customer needs, the reactive approach to customer-driven quality could lead to problems if customer requirements increase at a faster rate than quality and service improvement.

The approach authorizing major suppliers to make purchases for their own accounts, resulting in suppliers providing only what is needed when it is needed, is referred to as ________.

The reliability determinant of service quality concerns the willingness or readiness of employees to provide service.

Customer rationalization results from agreement between marketing and operations as to which customers add the greatest advantage and profits over time.

The view of the customer that asserts that he or she is a valued asset to be managed is referred to as ________.

External customers are employees receiving goods or services from within the same firm.

Differing Perspectives on Quality

Quality Theory

Global Supply Chain Quality and International Quality Standards

Strategic Quality Planning

The Voice of the Market

Quality and Innovation in Product and Process Design

Designing Quality Services

Managing Supplier Quality in the Supply Chain

The Tools of Quality

Statistically Based Quality Improvement for Variables

Statistically Based Quality Improvement for Attributes

Six Sigma Management and Lean Tools

Managing Quality Improvement Teams and Projects

Implementing and Validating the Quality System

Filters

Exam 5: The Voice of the Customer

________ is a process for developing relationships with few suppliers for long-term contracts.

Criterion validity refers to whether the item really measures what we want to measure.

________ validity refers to the use of certain terms and whether terms really measure what it is we want to measure.

Describe the concept of single sourcing. How is single sourcing related to strategic alliances?

The process associated with resolving complaints is called the complaint-response process.

The SERVQUAL instrument was developed by ________.

________ validity refers to whether the item really measures what we want to measure.

The gap refers to the differences between ________.

Improving services such as customer service policies, sales processes, and after-sales services according to customer preferences is referred to as transactional analysis.

Churn reduction involves the reduction in the loss of ________.

To segment markets means to distinguish customers or markets according to common characteristics.

What are the three phases of customer-relationship management?

What is gap analysis?

The enhancement phase of customer-relationship management involves improving service to the customer through the use of information systems.

Due to constantly changing customer needs, the reactive approach to customer-driven quality could lead to problems if customer requirements increase at a faster rate than quality and service improvement.

The approach authorizing major suppliers to make purchases for their own accounts, resulting in suppliers providing only what is needed when it is needed, is referred to as ________.

The reliability determinant of service quality concerns the willingness or readiness of employees to provide service.

Customer rationalization results from agreement between marketing and operations as to which customers add the greatest advantage and profits over time.

The view of the customer that asserts that he or she is a valued asset to be managed is referred to as ________.

External customers are employees receiving goods or services from within the same firm.

Differing Perspectives on Quality

Quality Theory

Global Supply Chain Quality and International Quality Standards

Strategic Quality Planning

The Voice of the Market

Quality and Innovation in Product and Process Design

Designing Quality Services

Managing Supplier Quality in the Supply Chain

The Tools of Quality

Statistically Based Quality Improvement for Variables

Statistically Based Quality Improvement for Attributes

Six Sigma Management and Lean Tools

Managing Quality Improvement Teams and Projects

Implementing and Validating the Quality System

Filters