Question 1

_____ are those companies that provide the organization with goods and services that help them to satisfy the needs of their own customers.

Accepted Answer

A)  Delighters 
B)  Suppliers 
C)  Retailers 
D)  Satisfiers 
A)  Delighters 
B)  Suppliers 
C)  Retailers 
D)  Satisfiers B

Question 2

Which of the following terms refer to meeting customer needs rather than simply trying to conform to specifications?

Accepted Answer

A)  Policy deployment 
B)  Fitness for use 
C)  Least cost benefit 
D)  Benchmarking 
A)  Policy deployment 
B)  Fitness for use 
C)  Least cost benefit 
D)  Benchmarking B

Question 3

Both RDP and TQ share the idea that:

Accepted Answer

A)  organizations must exclusively focus on satisfying the demands of the customers. 
B)  interdependence should be managed by gaining total control over the other organization. 
C)  managing interdependencies with other organizations is a key to success. 
D)  the sources of an organization's success lie within its boundaries. 
A)  organizations must exclusively focus on satisfying the demands of the customers. 
B)  interdependence should be managed by gaining total control over the other organization. 
C)  managing interdependencies with other organizations is a key to success. 
D)  the sources of an organization's success lie within its boundaries. C

Question 4

In a product market transaction, customer satisfaction or dissatisfaction takes place during moments of truth.

Accepted Answer

A) True 
 B)False

Question 5

_____ are measurable performance levels or expectations that define the quality of customer contact.

Accepted Answer

A)  Satisfaction standards 
B)  Features and benefits 
C)  Contact quality measures 
D)  Service standards 
A)  Satisfaction standards 
B)  Features and benefits 
C)  Contact quality measures 
D)  Service standards

Question 6

Customers are more likely to switch because of product quality issues than for perceived service problems.

Accepted Answer

A) True 
 B)False

Question 7

Security concerns in customer-supplier relationships can be dealt with through nondisclosure agreements.

Accepted Answer

A) True 
 B)False

Question 8

List the key ideas of integrative bargaining.

Accepted Answer

The key ideas of integrative bargaining

Question 9

In relation to the practices for dealing with customers, _____ is the next step after people in the organization have gathered information about customer needs.

Accepted Answer

A)  using the information to create process variance 
B)  measuring customers' levels of loyalty and engagement 
C)  measuring customers' perceptions of satisfaction 
D)  broadcasting the information collected within the organization 
A)  using the information to create process variance 
B)  measuring customers' levels of loyalty and engagement 
C)  measuring customers' perceptions of satisfaction 
D)  broadcasting the information collected within the organization

Question 10

Firms pursuing TQ aim to reduce the number of suppliers they work with to the point of having only one supplier for some components.

Accepted Answer

A) True 
 B)False

Question 11

From the total quality (TQ) perspective, every company is part of a long chain of customers and suppliers.

Accepted Answer

A) True 
 B)False

Question 12

List the practices used to improve customer-supplier relationships.

Accepted Answer

The most basic practices for dealing wit

Question 13

As per the net promoter score, scores of 9 and 10 are usually associated with _____.

Accepted Answer

A)  promoters 
B)  passives 
C)  detractors 
D)  dissatisfiers 
A)  promoters 
B)  passives 
C)  detractors 
D)  dissatisfiers

Question 14

The first and most obvious practice to achieve performance excellence is that purchasing decisions should be based only on the product's cost.

Accepted Answer

A) True 
 B)False

Question 15

_____ is the difference in the percentage of promoters and detractors.

Accepted Answer

A)  collaboration spectrum 
B)  net promoter score 
C)  imprint scale 
D)  core competency score 
A)  collaboration spectrum 
B)  net promoter score 
C)  imprint scale 
D)  core competency score

Question 16

What are the key principles for effective customer-supplier relationships?

Accepted Answer

Three governing principles describe CSRs

Question 17

Moments of truth may be direct contacts with customer representatives or service personnel, or when customers read letters, invoices, or other company correspondence.

Accepted Answer

A) True 
 B)False

Question 18

In the context of integrative bargaining, fair solutions result from deciding on the:

Accepted Answer

A)  criteria on which to evaluate the result. 
B)  personalities of the negotiators. 
C)  feasibility of the solution. 
D)  degree of compromise the adversary is willing to make. 
A)  criteria on which to evaluate the result. 
B)  personalities of the negotiators. 
C)  feasibility of the solution. 
D)  degree of compromise the adversary is willing to make.

Question 19

According to Gersuny and Rosengren, customers have four distinct roles. Which of the following is one of them?

Accepted Answer

A)  Distributor 
B)  Supplier 
C)  Coworker 
D)  Employer 
A)  Distributor 
B)  Supplier 
C)  Coworker 
D)  Employer

Question 20

One of the key principles of integrative bargaining says that fair solutions result from the personalities of the negotiators rather than deciding on the criteria on which to evaluate the result.

Accepted Answer

A) True 
 B)False

_____ are those companies that provide the organization with goods and services that help them to satisfy the needs of their own customers.

Which of the following terms refer to meeting customer needs rather than simply trying to conform to specifications?

Both RDP and TQ share the idea that:

In a product market transaction, customer satisfaction or dissatisfaction takes place during moments of truth.

_____ are measurable performance levels or expectations that define the quality of customer contact.

Customers are more likely to switch because of product quality issues than for perceived service problems.

Security concerns in customer-supplier relationships can be dealt with through nondisclosure agreements.

List the key ideas of integrative bargaining.

In relation to the practices for dealing with customers, _____ is the next step after people in the organization have gathered information about customer needs.

Firms pursuing TQ aim to reduce the number of suppliers they work with to the point of having only one supplier for some components.

From the total quality (TQ) perspective, every company is part of a long chain of customers and suppliers.

List the practices used to improve customer-supplier relationships.

As per the net promoter score, scores of 9 and 10 are usually associated with _____.

The first and most obvious practice to achieve performance excellence is that purchasing decisions should be based only on the product's cost.

_____ is the difference in the percentage of promoters and detractors.

What are the key principles for effective customer-supplier relationships?

Moments of truth may be direct contacts with customer representatives or service personnel, or when customers read letters, invoices, or other company correspondence.

In the context of integrative bargaining, fair solutions result from deciding on the:

According to Gersuny and Rosengren, customers have four distinct roles. Which of the following is one of them?

One of the key principles of integrative bargaining says that fair solutions result from the personalities of the negotiators rather than deciding on the criteria on which to evaluate the result.

Introduction to Quality and Performance Excellence

Frameworks for Quality and Performance Excellence

Tools and Techniques for Quality Design and Control

Tools and Techniques for Quality Improvement

Competitive Advantage and Strategic Management for Performance Excellence

Designing Organizations for Performance Excellence

Quality Teamwork

Engagement, Empowerment, and Motivation

Leadership for Performance Excellence

Performance Excellence and Organizational Change

Filters

Exam 6: Quality in Customer Supplier Relationships

_____ are those companies that provide the organization with goods and services that help them to satisfy the needs of their own customers.

Which of the following terms refer to meeting customer needs rather than simply trying to conform to specifications?

Both RDP and TQ share the idea that:

In a product market transaction, customer satisfaction or dissatisfaction takes place during moments of truth.

_____ are measurable performance levels or expectations that define the quality of customer contact.

Customers are more likely to switch because of product quality issues than for perceived service problems.

Security concerns in customer-supplier relationships can be dealt with through nondisclosure agreements.

List the key ideas of integrative bargaining.

In relation to the practices for dealing with customers, _____ is the next step after people in the organization have gathered information about customer needs.

Firms pursuing TQ aim to reduce the number of suppliers they work with to the point of having only one supplier for some components.

From the total quality (TQ) perspective, every company is part of a long chain of customers and suppliers.

List the practices used to improve customer-supplier relationships.

As per the net promoter score, scores of 9 and 10 are usually associated with _____.

The first and most obvious practice to achieve performance excellence is that purchasing decisions should be based only on the product's cost.

_____ is the difference in the percentage of promoters and detractors.

What are the key principles for effective customer-supplier relationships?

Moments of truth may be direct contacts with customer representatives or service personnel, or when customers read letters, invoices, or other company correspondence.

In the context of integrative bargaining, fair solutions result from deciding on the:

According to Gersuny and Rosengren, customers have four distinct roles. Which of the following is one of them?

One of the key principles of integrative bargaining says that fair solutions result from the personalities of the negotiators rather than deciding on the criteria on which to evaluate the result.

Introduction to Quality and Performance Excellence

Frameworks for Quality and Performance Excellence

Tools and Techniques for Quality Design and Control

Tools and Techniques for Quality Improvement

Competitive Advantage and Strategic Management for Performance Excellence

Designing Organizations for Performance Excellence

Quality Teamwork

Engagement, Empowerment, and Motivation

Leadership for Performance Excellence

Performance Excellence and Organizational Change

Filters