Exam 8: Lean Systems

From an operations perspective, companies should strive to:

A company surveyed both its customers and its senior management about customer expectations.Senior management's perceptions of customer expectations did not match customers' actual expectations.This is an example of:

Commitment to "customer success" is likely the best approach for a firm to use with:

Customers who are both low revenue generators and low profit generators for a firm should be:

With respect to lead-time performance, most customers would prefer which of the following from a supplier?

Which of the following statements most clearly expresses a company's commitment to customer success?

A firm has found that it provides a 90 percent order fill rate (orders shipped complete), 90 percent on-time delivery, 90 percent of its orders arrive at customers' destination in perfect condition, and 90 percent of the time all documentation is correct.These are all of the elements of a perfect order for this company's customers.What is the best estimate of its perfect order performance?

Customer relationship management attempts to:

Lead time performance is an element of:

Alpha Company has a performance standard of 97 percent fill rate.Last month it achieved a 94 percent fill rate.This is an example of:

Johnson Company has the following data about customer orders for the month of June: Orders Received: 5,000 orders Total Units Ordered: 40,000 units Total Units Delivered: 37,800 Total Orders Delivered Complete: 4,600 What was Johnson's unit fill rate?

Which measure of basic service will most likely show poorest performance for a firm?

The use of technology to collect and analyze data concerning customers' buying behavior is an important aspect of:

If shorter lead times are also typically most reliable, then which market orientation is likely to provide more reliable order fulfillment?

Jones Company makes every effort to consistently meet the expectations of all of its customers.It is clear that Jones Company is focused on:

Jones Company promised a customer that the customer would receive at least 98 percent of all items ordered.In fact, the customer received 95 percent of the items.This is an example of which "gap" in the customer satisfaction model?

Senior management thought customers expected at least of 96 percent for on-time delivery.However, senior management established a standard of 94 %.The difference is the:

Given the following information for the last two months, which fill rate measure showed the greatest improvement?

Zanda Company has told a supplier that it is difficult to contact people in the supplier's company to learn the status of its orders and when they might arrive.Zanda is explaining which type of expectation it has of this supplier?

Refer to the following information.What is the line fill rate?