Exam 2: Customer Fulfillment Strategies

Fill in the Blank(s) -________-deals with perceptions of fit and finish or artistic value.

In well-managed customer-of-choice relationships, information systems of the supplier and customer are linked to enable real-time information exchange on inventory levels, order status, and future demand.

One of Garvin's 8 factors that comprise quality as viewed by the customer is serviceability. Serviceability refers to the________.

Quality is most often defined by the customer as meeting customer specifications.

Fill in the Blank(s) -A core________ is something that your company does so well that it provides the company a competitive advantage.

Fill in the Blank(s) -Customer success strategies consist of (1) a clearly communicated goal to help customers succeed, (2) a clear understanding of downstream requirements, (3) investments in customer-valued capabilities, (4) _________provided to customers, and (5) resources shared with customers.

Fill in the Blank(s) -________-refers to the primary operating characteristics of the product.

In order to identify a core competency, two questions should be asked: "What are we known for that makes us uniquely good?" and "What do we do as good as anyone else?"

Fill in the Blank(s) -Sourcing, operations, and _______play key roles in building a delivery capability.

Identify each of the five areas of customer value and explain how each is important in developing a distinctive advantage with regard to the competition.

Identifying specific customer needs and then matching the company's ________to those needs is the key to implementing a successful customer fulfillment strategy.

Fill in the Blank(s) -________-measures how well a product matches established specifications.

Fill in the Blank(s) -A negative_______ between customer expectations and customer experience leads to customer dissatisfaction.

A major goal of the supply chain manager is to assure that operations creates processes that meet customer needs.

A ________ is something that your company does so well that it provides the business a competitive advantage.

Fill in the Blank(s) -________-are the "bells and whistles" or extras that distinguish a product from competitors' offerings.

Fill in the Blank(s) -________________________(CRM) software has increased the sophistication of customer segmentation by incorporating data-capturing, storage, and analysis capabilities to help companies create customer profiles.

Considering a competency-success factor alignment matrix, when customer success factors are high and competencies are high, this condition will most likely result in ________.

Fill in the Blank(s) -________-refers to the product's overall life expectancy.

Fast, reliable delivery requires the reduction of order cycle time and the elimination of variability.