Exam 5: Focusing On Customers

At the process level,the internal customers are other departments or processes within the organization.

In services,customer satisfaction or dissatisfaction takes place during "moments of truth." Explain this statement and identify a moment of truth that you recently experienced.

The scope of customer satisfaction criteria is broader in the ISO 9000:2000 standard than in the Baldrige criteria.

Juran suggests classifying customers into two main groups: the ____ and the _____.

In addition to technical quality characteristics,customers have other needs and expectations throughout the life cycle of product purchase and use.Discuss these needs and expectations with respect to the dimensions of product quality as appropriate.

Suppose an advertisement for an automobile stresses that the car does not need a tune-up for 100,000 miles.It can be best described that this advertisement is focusing on which product quality dimension?

In the American Parkinson's Disease Association Center case,discuss how the center can improve the customer benefit package it can offer to its customers.

Unexpected dissatisfaction occurs when expected quality is higher than actual quality.

_____ quality is the outcome of the production process and what is delivered to the customer.

The determinants of the American Customer Satisfaction Index value include all of the following EXCEPT:

_____ is an important outcome of a customer-focused culture and the organization's listening,learning,and performance- excellence strategy.

Discuss how customer satisfaction measurement efforts can fail.Provide one company example provided in the text that development a customer satisfaction scheme that prevented one of these failures from occurring.

A question on a customer service questionnaire uses the following measurement scale. This is an example of what type of measurement scale?

_____ can be measured by the net present value of the customer.

Customer requirements,as expressed in the customer's own terms,is called the:

The ability to accurately and dependably provide a customer with what was promised illustrates the service quality dimension of:

Beginning with the step of customer needs and expectations (expected quality),identify and describe the remaining steps in the customer-driven quality life cycle. (hint: drawing a diagram may be helpful)

Considering the design of the La Rosa restaurant,examine the customer profile the restaurant will be targeting.What aspects of the design led you to this conclusion? Discuss.

Customer perceived value (CPV)focuses more on _____ than on _____.

In addition to focus groups and mail questionnaires,identify other methods that can be used to collect customer service information.