Question 1

When analyzing the results of a survey, open-ended questions are analyzed with Pareto analysis using bar charts of the various categories of responses.

Accepted Answer

A) True 
 B)False

Question 2

________ includes all supplier-initiated contact with customers.

Accepted Answer

A)  Customer-relationship management 
B)  Supplier rationalization 
C)  Single sourcing 
D)  Customer segmentation 
E)  Actively solicited customer feedback 
A)  Customer-relationship management 
B)  Supplier rationalization 
C)  Single sourcing 
D)  Customer segmentation 
E)  Actively solicited customer feedback

Question 3

Active data collections tend to result in lower ratings of quality than passive data collections.

Accepted Answer

A) True 
 B)False

Question 4

Annuity relationships result in the customer providing a short-term income stream to the provider.

Accepted Answer

A) True 
 B)False

Question 5

The ________ model shows that a firm's quality performance is increasing while customer's expectations are also increasing.

Accepted Answer

A)  restructured customer-driven quality 
B)  relative customer-driven quality 
C)  redesigned customer-driven quality 
D)  receptive customer-driven quality 
E)  reactive customer-driven quality 
A)  restructured customer-driven quality 
B)  relative customer-driven quality 
C)  redesigned customer-driven quality 
D)  receptive customer-driven quality 
E)  reactive customer-driven quality

Question 6

A focus group allows a supplier to gather feedback from a group of consumers at one time.

Accepted Answer

A) True 
 B)False

Question 7

Ordinal data are ranked so one measure is higher than the next.

Accepted Answer

A) True 
 B)False

Question 8

The ________ process involves the transformation of a negative situation into one in which the complainant is restored to the state existing prior to the occurrence of a problem.

Accepted Answer

A)  complaint-reaction 
B)  complaint-restoration 
C)  complaint-resolution 
D)  complaint-response 
E)  complaint-reversal 
A)  complaint-reaction 
B)  complaint-restoration 
C)  complaint-resolution 
D)  complaint-response 
E)  complaint-reversal

Question 9

A continuum of "strongly disagree-disagree-neutral-agree-strongly agree" on a five-point scale is an example of relatively ranked ordinal data points.

Accepted Answer

A) True 
 B)False

Question 10

The Gap refers to the differences between desired levels of performance and actual levels of performance.

Accepted Answer

A) True 
 B)False

Question 11

If survey responses are consistent but they are not measuring the right thing, the instrument is reliable but it is not valid.

Accepted Answer

A) True 
 B)False

Question 12

Many companies use single sourcing as a way to increase the number of suppliers.

Accepted Answer

A) True 
 B)False

Question 13

What are the components and activities associated with the complaint resolution process?

Accepted Answer

The first component is to compensate peo

Question 14

Which of the following determinants include the physical evidence of the service?

Accepted Answer

A)  tangibles 
B)  aesthetics 
C)  features 
D)  intangibles 
E)  logistics 
A)  tangibles 
B)  aesthetics 
C)  features 
D)  intangibles 
E)  logistics

Question 15

Measurement data such as height, weight, volume, and speed are referred to as ________ data.

Accepted Answer

A)  active 
B)  passive 
C)  rational 
D)  soft 
E)  hard 
A)  active 
B)  passive 
C)  rational 
D)  soft 
E)  hard

Question 16

Which of the following determinants of service quality means possession of the required skills and knowledge to perform the service?

Accepted Answer

A)  reliability 
B)  responsiveness 
C)  competence 
D)  access 
E)  credibility 
A)  reliability 
B)  responsiveness 
C)  competence 
D)  access 
E)  credibility

Question 17

The ________ approach involves obtaining information from customers about the process they use to receive goods and services.

Accepted Answer

A)  focus group 
B)  vendor managed inventory 
C)  knowledge management 
D)  critical-incident 
E)  customer-relationship management 
A)  focus group 
B)  vendor managed inventory 
C)  knowledge management 
D)  critical-incident 
E)  customer-relationship management

Question 18

Explain the reactive customer-driven quality (RCDQ) model.

Accepted Answer

This reactive customer-driven quality (R

Question 19

Which of the following determinants of service quality involves trustworthiness, believability, honesty, and having the customer's best interests at heart?

Accepted Answer

A)  reliability 
B)  responsiveness 
C)  competence 
D)  credibility 
E)  courtesy 
A)  reliability 
B)  responsiveness 
C)  competence 
D)  credibility 
E)  courtesy

Question 20

A guarantee outlines the customer's rights.

Accepted Answer

A) True 
 B)False

When analyzing the results of a survey, open-ended questions are analyzed with Pareto analysis using bar charts of the various categories of responses.

________ includes all supplier-initiated contact with customers.

Active data collections tend to result in lower ratings of quality than passive data collections.

Annuity relationships result in the customer providing a short-term income stream to the provider.

The ________ model shows that a firm's quality performance is increasing while customer's expectations are also increasing.

A focus group allows a supplier to gather feedback from a group of consumers at one time.

Ordinal data are ranked so one measure is higher than the next.

The ________ process involves the transformation of a negative situation into one in which the complainant is restored to the state existing prior to the occurrence of a problem.

A continuum of "strongly disagree-disagree-neutral-agree-strongly agree" on a five-point scale is an example of relatively ranked ordinal data points.

The Gap refers to the differences between desired levels of performance and actual levels of performance.

If survey responses are consistent but they are not measuring the right thing, the instrument is reliable but it is not valid.

Many companies use single sourcing as a way to increase the number of suppliers.

What are the components and activities associated with the complaint resolution process?

Which of the following determinants include the physical evidence of the service?

Measurement data such as height, weight, volume, and speed are referred to as ________ data.

Which of the following determinants of service quality means possession of the required skills and knowledge to perform the service?

The ________ approach involves obtaining information from customers about the process they use to receive goods and services.

Explain the reactive customer-driven quality (RCDQ) model.

Which of the following determinants of service quality involves trustworthiness, believability, honesty, and having the customer's best interests at heart?

A guarantee outlines the customer's rights.

Differing Perspectives on Quality

Quality Theory

Global Supply Chain Quality and International Quality Standards

Strategic Quality Planning

The Voice of the Market

Quality and Innovation in Product and Process Design

Designing Quality Services

Managing Supplier Quality in the Supply Chain

The Tools of Quality

Statistically Based Quality Improvement for Variables

Statistically Based Quality Improvement for Attributes

Six Sigma Management and Lean Tools

Managing Quality Improvement Teams and Projects

Implementing and Validating the Quality System

Filters

Exam 5: The Voice of the Customer

When analyzing the results of a survey, open-ended questions are analyzed with Pareto analysis using bar charts of the various categories of responses.

________ includes all supplier-initiated contact with customers.

Active data collections tend to result in lower ratings of quality than passive data collections.

Annuity relationships result in the customer providing a short-term income stream to the provider.

The ________ model shows that a firm's quality performance is increasing while customer's expectations are also increasing.

A focus group allows a supplier to gather feedback from a group of consumers at one time.

Ordinal data are ranked so one measure is higher than the next.

The ________ process involves the transformation of a negative situation into one in which the complainant is restored to the state existing prior to the occurrence of a problem.

A continuum of "strongly disagree-disagree-neutral-agree-strongly agree" on a five-point scale is an example of relatively ranked ordinal data points.

The Gap refers to the differences between desired levels of performance and actual levels of performance.

If survey responses are consistent but they are not measuring the right thing, the instrument is reliable but it is not valid.

Many companies use single sourcing as a way to increase the number of suppliers.

What are the components and activities associated with the complaint resolution process?

Which of the following determinants include the physical evidence of the service?

Measurement data such as height, weight, volume, and speed are referred to as ________ data.

Which of the following determinants of service quality means possession of the required skills and knowledge to perform the service?

The ________ approach involves obtaining information from customers about the process they use to receive goods and services.

Explain the reactive customer-driven quality (RCDQ) model.

Which of the following determinants of service quality involves trustworthiness, believability, honesty, and having the customer's best interests at heart?

A guarantee outlines the customer's rights.

Differing Perspectives on Quality

Quality Theory

Global Supply Chain Quality and International Quality Standards

Strategic Quality Planning

The Voice of the Market

Quality and Innovation in Product and Process Design

Designing Quality Services

Managing Supplier Quality in the Supply Chain

The Tools of Quality

Statistically Based Quality Improvement for Variables

Statistically Based Quality Improvement for Attributes

Six Sigma Management and Lean Tools

Managing Quality Improvement Teams and Projects

Implementing and Validating the Quality System

Filters