Question 1

What is the vision of Harley-Davidson?

Accepted Answer

Customer focus is one of the key areas of importance in the company.This is clearly reflected in Harley-Davidson's vision:
e fulfill dreams inspired by the many roads of the world by providing remarkable motorcycles and extraordinary customer experiences.We fuel the passion for freedom in our customers to express their own individuality.

Question 2

Customer contact employees are often the only means by which a customer interacts with an organization.

Accepted Answer

A) True 
 B)False  True

Question 3

Complaints allow an organization to learn about product failures and service problems,particularly the gaps between expectations and performance.

Accepted Answer

A) True 
 B)False  True

Question 4

According to the classification system proposed by Juran,customers who belong to the group of 'the vital few':

Accepted Answer

A) need only standardized attention as a group. 
B) deserve special attention on an individual basis. 
C) can be targeted through mass marketing strategies. 
D) have needs and requirements that differ from general customers. 
A) need only standardized attention as a group. 
B) deserve special attention on an individual basis. 
C) can be targeted through mass marketing strategies. 
D) have needs and requirements that differ from general customers.

Question 5

Customer relationship management systems help organizations to identify and target their most profitable customers.

Accepted Answer

A) True 
 B)False

Question 6

Focus groups have a lower cost of implementation compared to other approaches used for gathering customer information.

Accepted Answer

A) True 
 B)False

Question 7

Which of the following dimensions that contribute to customer perceptions of quality refers to the willingness of the service providers to help customers and provide prompt service?

Accepted Answer

A) Assurance 
B) Empathy 
C) Reliability 
D) Responsiveness 
A) Assurance 
B) Empathy 
C) Reliability 
D) Responsiveness

Question 8

According to the Kano model,which of the following features in a refrigerator is most likely to fall under the category of a delighter?

Accepted Answer

A) Temperature controls 
B) Defrost option that allows to clear the frozen ice 
C) A separate section for vegetables inside the refrigerator 
D) Anti-freeze feature that does not freeze food inside the refrigerator 
A) Temperature controls 
B) Defrost option that allows to clear the frozen ice 
C) A separate section for vegetables inside the refrigerator 
D) Anti-freeze feature that does not freeze food inside the refrigerator

Question 9

Which of the following is a disadvantage associated with using formal written surveys as survey instruments for measuring customer satisfaction?

Accepted Answer

A) They generally measure predetermined perceptions of what is important to the customers. 
B) They incur high costs. 
C) They are very difficult to analyze. 
D) They are not effective in probing deeply into the issues. 
A) They generally measure predetermined perceptions of what is important to the customers. 
B) They incur high costs. 
C) They are very difficult to analyze. 
D) They are not effective in probing deeply into the issues.

Question 10

Customer satisfaction or dissatisfaction takes place during moments of truth.

Accepted Answer

A) True 
 B)False

Question 11

The _____ dimension of the quality,as suggested by David A.Garvin,refers to how a product looks,feels,sounds,tastes,or smells.

Accepted Answer

A) aesthetics 
B) reliability 
C) assurance 
D) serviceability 
A) aesthetics 
B) reliability 
C) assurance 
D) serviceability

Question 12

Customer satisfaction surveys will be effective when the questions included in the survey can provide actionable results.

Accepted Answer

A) True 
 B)False

Question 13

Which of the following is true of customers who are regarded as "promoters" based on the net promoter score associated with these customers?

Accepted Answer

A) They spread negative comments about the organization. 
B) They usually defect at higher rates. 
C) They are not likely to purchase from the organization again. 
D) They are less price-sensitive and more profitable. 
A) They spread negative comments about the organization. 
B) They usually defect at higher rates. 
C) They are not likely to purchase from the organization again. 
D) They are less price-sensitive and more profitable.

Question 14

How do CRM systems help firms to maintain a competitive advantage?

Accepted Answer

Customer relationship management (CRM)so

Question 15

According to the dimensions of quality,as suggested by David A Garvin,_____ refers to the probability of a product's surviving over a specified period of time under stated conditions of use.

Accepted Answer

A) Durability 
B) Serviceability 
C) Conformance 
D) Reliability 
A) Durability 
B) Serviceability 
C) Conformance 
D) Reliability

Question 16

The _____ dimension of the quality,as suggested by David A.Garvin,refers to the amount of use one gets from a product before it physically deteriorates or until replacement is preferable.

Accepted Answer

A) assurance 
B) reliability 
C) durability 
D) serviceability 
A) assurance 
B) reliability 
C) durability 
D) serviceability

Question 17

According to the Kano Model,new or innovative features that customers do not expect or even anticipate,fall under the category of _____.

Accepted Answer

A) delighters 
B) dissatisfiers 
C) continuous improvements 
D) satisfiers 
A) delighters 
B) dissatisfiers 
C) continuous improvements 
D) satisfiers

Question 18

Why do organizations measure customer satisfaction and engagement?

Accepted Answer

An effective customer satisfaction measu

Question 19

Which of the following survey instruments is most commonly used because of low data collection costs and ease of analysis associated with it?

Accepted Answer

A) Formal written surveys 
B) Telephone interviews 
C) Focus groups 
D) Face-to-face interviews 
A) Formal written surveys 
B) Telephone interviews 
C) Focus groups 
D) Face-to-face interviews

Question 20

The effectiveness of the field intelligence method of gathering customer information depends upon a culture that encourages open communication with superiors.

Accepted Answer

A) True 
 B)False

What is the vision of Harley-Davidson?

Customer contact employees are often the only means by which a customer interacts with an organization.

Complaints allow an organization to learn about product failures and service problems,particularly the gaps between expectations and performance.

According to the classification system proposed by Juran,customers who belong to the group of 'the vital few':

Customer relationship management systems help organizations to identify and target their most profitable customers.

Focus groups have a lower cost of implementation compared to other approaches used for gathering customer information.

Which of the following dimensions that contribute to customer perceptions of quality refers to the willingness of the service providers to help customers and provide prompt service?

According to the Kano model,which of the following features in a refrigerator is most likely to fall under the category of a delighter?

Which of the following is a disadvantage associated with using formal written surveys as survey instruments for measuring customer satisfaction?

Customer satisfaction or dissatisfaction takes place during moments of truth.

The _____ dimension of the quality,as suggested by David A.Garvin,refers to how a product looks,feels,sounds,tastes,or smells.

Customer satisfaction surveys will be effective when the questions included in the survey can provide actionable results.

Which of the following is true of customers who are regarded as "promoters" based on the net promoter score associated with these customers?

How do CRM systems help firms to maintain a competitive advantage?

According to the dimensions of quality,as suggested by David A Garvin,_____ refers to the probability of a product's surviving over a specified period of time under stated conditions of use.

The _____ dimension of the quality,as suggested by David A.Garvin,refers to the amount of use one gets from a product before it physically deteriorates or until replacement is preferable.

According to the Kano Model,new or innovative features that customers do not expect or even anticipate,fall under the category of _____.

Why do organizations measure customer satisfaction and engagement?

Which of the following survey instruments is most commonly used because of low data collection costs and ease of analysis associated with it?

The effectiveness of the field intelligence method of gathering customer information depends upon a culture that encourages open communication with superiors.

Introduction to Quality

Foundations of Quality Management

Workforce Focus

Process Focus

Statistical Methods in Quality Management

Design for Quality and Product Excellence

Measuring and Controlling Quality

Process Improvement and Six Sigma

The Baldrige Framework for Performance Excellence

Strategy and Performance Excellence

Measurement and Knowledge Management for Performance Excellence

Leadership for Performance Excellence

Building and Sustaining Quality and Performance Excellence

Filters

Exam 3: Customer Focus

What is the vision of Harley-Davidson?

Customer contact employees are often the only means by which a customer interacts with an organization.

Complaints allow an organization to learn about product failures and service problems,particularly the gaps between expectations and performance.

According to the classification system proposed by Juran,customers who belong to the group of 'the vital few':

Customer relationship management systems help organizations to identify and target their most profitable customers.

Focus groups have a lower cost of implementation compared to other approaches used for gathering customer information.

Which of the following dimensions that contribute to customer perceptions of quality refers to the willingness of the service providers to help customers and provide prompt service?

According to the Kano model,which of the following features in a refrigerator is most likely to fall under the category of a delighter?

Which of the following is a disadvantage associated with using formal written surveys as survey instruments for measuring customer satisfaction?

Customer satisfaction or dissatisfaction takes place during moments of truth.

The _____ dimension of the quality,as suggested by David A.Garvin,refers to how a product looks,feels,sounds,tastes,or smells.

Customer satisfaction surveys will be effective when the questions included in the survey can provide actionable results.

Which of the following is true of customers who are regarded as "promoters" based on the net promoter score associated with these customers?

How do CRM systems help firms to maintain a competitive advantage?

According to the dimensions of quality,as suggested by David A Garvin,_____ refers to the probability of a product's surviving over a specified period of time under stated conditions of use.

The _____ dimension of the quality,as suggested by David A.Garvin,refers to the amount of use one gets from a product before it physically deteriorates or until replacement is preferable.

According to the Kano Model,new or innovative features that customers do not expect or even anticipate,fall under the category of _____.

Why do organizations measure customer satisfaction and engagement?

Which of the following survey instruments is most commonly used because of low data collection costs and ease of analysis associated with it?

The effectiveness of the field intelligence method of gathering customer information depends upon a culture that encourages open communication with superiors.

Introduction to Quality

Foundations of Quality Management

Workforce Focus

Process Focus

Statistical Methods in Quality Management

Design for Quality and Product Excellence

Measuring and Controlling Quality

Process Improvement and Six Sigma

The Baldrige Framework for Performance Excellence

Strategy and Performance Excellence

Measurement and Knowledge Management for Performance Excellence

Leadership for Performance Excellence

Building and Sustaining Quality and Performance Excellence

Filters