The Customer Meeting (Scenario)

Multiple Choice

The Customer Meeting (Scenario)
Kelly, a production supervisor, is responsible for 10 employees who assemble components into a finished product sold to distributors. Kelly reports to Sam, a production manager, who in turn reports to Pat, a general manager, who reports to Chris, a vice-president of operations. Recently, Chris asked Pat to have a meeting with Kelly and Sam regarding some recent customer concerns in the production area. The focus of the meeting was to judge the validity of the customer concerns and to develop a specific plan to address these concerns.
-The meeting that Chris has asked Pat to have with Sam and Kelly reflects the growing recognition that ________.

A) customer concerns are important only to first-line managers
B) customer responsiveness is important throughout the organization,not only in the marketing department
C) employee attitudes and behaviours do not significantly impact customer responsiveness
D) customer responsiveness must be effectively delegated in order to succeed in today's competitive marketplace