Question 1

The internal customers of a company are those people who ultimately purchase and use the company's products.

Accepted Answer

A) True 
 B)False

Question 2

While designing a customer satisfaction survey,organizations should use:

Accepted Answer

A) compound questions. 
B) questions with double negatives. 
C) leading questions. 
D) questions that address only one issue or idea. 
A) compound questions. 
B) questions with double negatives. 
C) leading questions. 
D) questions that address only one issue or idea.

Question 3

Where are Harley-Davidson's Complete Knock Down assembly plants built?

Accepted Answer

A) Germany and India 
B) Germany and France 
C) Brazil and India 
D) France and Brazil 
A) Germany and India 
B) Germany and France 
C) Brazil and India 
D) France and Brazil

Question 4

Discuss the Harley Owners Group concept established by Harley-Davidson.

Accepted Answer

In 1983 Harley-Davidson established the

Question 5

The effectiveness of the field intelligence method of gathering customer information depends upon a culture that encourages open communication with superiors.

Accepted Answer

A) True 
 B)False

Question 6

Which of the following survey instruments is most commonly used because of low data collection costs and ease of analysis associated with it?

Accepted Answer

A) Formal written surveys 
B) Telephone interviews 
C) Focus groups 
D) Face-to-face interviews 
A) Formal written surveys 
B) Telephone interviews 
C) Focus groups 
D) Face-to-face interviews

Question 7

According to the dimensions of quality,as suggested by David A Garvin,_____ refers to the probability of a product's surviving over a specified period of time under stated conditions of use.

Accepted Answer

A) Durability 
B) Reliability 
C) Conformance 
D) Serviceability 
A) Durability 
B) Reliability 
C) Conformance 
D) Serviceability

Question 8

According to the Kano Model,'satisfiers' are the basic requirements that customers expect in a product or service which are generally not stated by customers but assumed as given.

Accepted Answer

A) True 
 B)False

Question 9

Loyal customers are more costly to do business with compared to other customers.

Accepted Answer

A) True 
 B)False

Question 10

What are customer contact requirements? Why is it important for organizations to train and develop customer contact employees?

Accepted Answer

Customer contact requirements are measur

Question 11

The focus groups have a higher cost of implementation compared to other approaches used for gathering customer information.

Accepted Answer

A) True 
 B)False

Question 12

According to the Kano Model,new or innovative features that customers do not expect or even anticipate,fall under the category of _____.

Accepted Answer

A) delighters 
B) dissatisfiers 
C) continuous improvements 
D) satisfiers 
A) delighters 
B) dissatisfiers 
C) continuous improvements 
D) satisfiers

Question 13

According to the Kano Model,the basic requirements that customers expect in a product and which are generally not stated by customers but assumed as given,fall into the category of _____.

Accepted Answer

A) dissatisfiers 
B) exciters 
C) satisfiers 
D) delighters 
A) dissatisfiers 
B) exciters 
C) satisfiers 
D) delighters

Question 14

Which of the following is an advantage offered by customer-supplier partnerships to businesses?

Accepted Answer

A) It helps organizations in selecting their customer contact employees and training and empowering them to meet and exceed customer expectations. 
B) It helps organizations to build and maintain a work environment conducive to the well-being and growth of all employees by paying attention to their issues. 
C) It allows organizations to share the risks in new product development and improve products through early design recommendations. 
D) It allows organizations to effectively respond to customers' complaints by systematically collecting and analyzing complaint data and using it for improvements. 
A) It helps organizations in selecting their customer contact employees and training and empowering them to meet and exceed customer expectations. 
B) It helps organizations to build and maintain a work environment conducive to the well-being and growth of all employees by paying attention to their issues. 
C) It allows organizations to share the risks in new product development and improve products through early design recommendations. 
D) It allows organizations to effectively respond to customers' complaints by systematically collecting and analyzing complaint data and using it for improvements.

Question 15

Customer-focused organizations empower their front-line people to do whatever is necessary to satisfy a customer.

Accepted Answer

A) True 
 B)False

Question 16

According to the classification system proposed by Juran,customers who belong to the group of 'the vital few':

Accepted Answer

A) need only standardized attention as a group. 
B) have needs and requirements that differ from general customers. 
C) can be targeted through mass marketing strategies. 
D) deserve special attention on an individual basis. 
A) need only standardized attention as a group. 
B) have needs and requirements that differ from general customers. 
C) can be targeted through mass marketing strategies. 
D) deserve special attention on an individual basis.

Question 17

The ASQ Quality Glossary defines customer _____ as "the result of delivering a
Product or service that meets customer requirements."

Accepted Answer

A) engagement 
B) enrichment 
C) satisfaction 
D) loyalty 
A) engagement 
B) enrichment 
C) satisfaction 
D) loyalty

Question 18

How does Unique Online Furniture provide personal attention to its individual customers?

Accepted Answer

Unique Online Furniture provides a very

Question 19

The term "voice of the customer" refers to:

Accepted Answer

A) the performance levels or expectations that define the quality of customer contact with an organization. 
B) the customer requirements as expressed in the customer's own terms. 
C) the involvement of customers in the development of new products. 
D) customers' investment or commitment to a brand or a product. 
A) the performance levels or expectations that define the quality of customer contact with an organization. 
B) the customer requirements as expressed in the customer's own terms. 
C) the involvement of customers in the development of new products. 
D) customers' investment or commitment to a brand or a product.

Question 20

In the context of the gap model,a customer will be satisfied when the expected quality of a product is higher than the actual quality.

Accepted Answer

A) True 
 B)False

The internal customers of a company are those people who ultimately purchase and use the company's products.

While designing a customer satisfaction survey,organizations should use:

Where are Harley-Davidson's Complete Knock Down assembly plants built?

Discuss the Harley Owners Group concept established by Harley-Davidson.

The effectiveness of the field intelligence method of gathering customer information depends upon a culture that encourages open communication with superiors.

Which of the following survey instruments is most commonly used because of low data collection costs and ease of analysis associated with it?

According to the dimensions of quality,as suggested by David A Garvin,_____ refers to the probability of a product's surviving over a specified period of time under stated conditions of use.

According to the Kano Model,'satisfiers' are the basic requirements that customers expect in a product or service which are generally not stated by customers but assumed as given.

Loyal customers are more costly to do business with compared to other customers.

What are customer contact requirements? Why is it important for organizations to train and develop customer contact employees?

The focus groups have a higher cost of implementation compared to other approaches used for gathering customer information.

According to the Kano Model,new or innovative features that customers do not expect or even anticipate,fall under the category of _____.

According to the Kano Model,the basic requirements that customers expect in a product and which are generally not stated by customers but assumed as given,fall into the category of _____.

Which of the following is an advantage offered by customer-supplier partnerships to businesses?

Customer-focused organizations empower their front-line people to do whatever is necessary to satisfy a customer.

According to the classification system proposed by Juran,customers who belong to the group of 'the vital few':

The ASQ Quality Glossary defines customer _____ as "the result of delivering a Product or service that meets customer requirements."

How does Unique Online Furniture provide personal attention to its individual customers?

The term "voice of the customer" refers to:

In the context of the gap model,a customer will be satisfied when the expected quality of a product is higher than the actual quality.

Introduction to Quality

Foundations of Quality Management

Workforce Focus

Process Focus

Statistical Methods in Quality Management

Design for Quality and Product Excellence

Measuring and Controlling Quality

Process Improvement and Six Sigma

The Baldrige Framework for Performance Excellence

Strategy and Performance Excellence

Measurement and Knowledge Management for Performance Excellence

Leadership for Performance Excellence

Building and Sustaining Quality and Performance Excellence

Filters

Exam 3: Customer Focus

The internal customers of a company are those people who ultimately purchase and use the company's products.

While designing a customer satisfaction survey,organizations should use:

Where are Harley-Davidson's Complete Knock Down assembly plants built?

Discuss the Harley Owners Group concept established by Harley-Davidson.

The effectiveness of the field intelligence method of gathering customer information depends upon a culture that encourages open communication with superiors.

Which of the following survey instruments is most commonly used because of low data collection costs and ease of analysis associated with it?

According to the dimensions of quality,as suggested by David A Garvin,_____ refers to the probability of a product's surviving over a specified period of time under stated conditions of use.

According to the Kano Model,'satisfiers' are the basic requirements that customers expect in a product or service which are generally not stated by customers but assumed as given.

Loyal customers are more costly to do business with compared to other customers.

What are customer contact requirements? Why is it important for organizations to train and develop customer contact employees?

The focus groups have a higher cost of implementation compared to other approaches used for gathering customer information.

According to the Kano Model,new or innovative features that customers do not expect or even anticipate,fall under the category of _____.

According to the Kano Model,the basic requirements that customers expect in a product and which are generally not stated by customers but assumed as given,fall into the category of _____.

Which of the following is an advantage offered by customer-supplier partnerships to businesses?

Customer-focused organizations empower their front-line people to do whatever is necessary to satisfy a customer.

According to the classification system proposed by Juran,customers who belong to the group of 'the vital few':

The ASQ Quality Glossary defines customer _____ as "the result of delivering a Product or service that meets customer requirements."

How does Unique Online Furniture provide personal attention to its individual customers?

The term "voice of the customer" refers to:

In the context of the gap model,a customer will be satisfied when the expected quality of a product is higher than the actual quality.

Introduction to Quality

Foundations of Quality Management

Workforce Focus

Process Focus

Statistical Methods in Quality Management

Design for Quality and Product Excellence

Measuring and Controlling Quality

Process Improvement and Six Sigma

The Baldrige Framework for Performance Excellence

Strategy and Performance Excellence

Measurement and Knowledge Management for Performance Excellence

Leadership for Performance Excellence

Building and Sustaining Quality and Performance Excellence

Filters