quality management quiz 3

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

D. deserve special attention on an individual basis

Which of the following is used by organizations to measure customer response by allowing them to express their degree of opinion? a. Likert Scale b. Histogram c. R-chart d. Cause-and-effect diagram

a. likert scale

Which of the following is a disadvantage associated with using formal written surveys as survey instruments for measuring customer satisfaction? a. They generally measure predetermined perceptions of what is important to the customers. b. They incur high costs. c. They are very difficult to analyze. d. They are not effective in probing deeply into the issues.

a. they generally measure predetermined perceptions of what is important to the customers.

Which of the following is most likely to be true of a customer-focused organization? a. They make it easy for the customers to conduct business. b. They do not encourage customer complaints as it will affect their brand image. c. They are less keen on engaging in a face-to-face conversation with the customers. d. They do not provide explicit guarantees and warranties to the customers.

a. they make it easy for the customers to conduct business

The term "voice of the customer" refers to: 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.

b. the customer requirements as expressed in the customers own terms

The ASQ Quality Glossary defines customer _____ as "the result of delivering a product or service that meets customer requirements." a. engagement b. enrichment c. satisfaction d. loyalty

c. satisfaction

customer satisfaction and engagement allows an organization to identify causes of dissatisfaction and failed expectations as well as drivers of delight to understand the reason why customers are loyal or not loyal to the company

true

customer- supplier partnerships help organizations to improve products through early design recommendations and also reduce operations costs through better communication

true

customer-focused organizations empower their font-line people to do whiter is necessary to satisfy a customer

true

cutover relationship management systems help organizations to identify and target their most profitable customers

true

loyal customers are most likely to be dissatisfied when problems are not resolved after complaining to the organization

true

The final task in designing a customer satisfaction survey is to: a. design the reporting format and the data entry methods. b. select the appropriate survey instrument. c. define the sample frame, or target group from which the sample is chosen. d. select the questions to be included in the survey.

a. design the reporting format and the data entry methods

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 _____. a. dissatisfiers b. exciters c. satisfiers d. delighters

a. dissatisfiers

The _____ dimension of the quality, as suggested by David A. Garvin, refers to the amount of use one gets from a product before it physically deteriorates or until replacement is preferable. a. durability b. reliability c. assurance d. serviceability

a. durability

Which of the following is a reason why organizations measure customer engagement and satisfaction? a. It helps them in determining their financial requirements and the required value of the cash reserve ratio. b. It helps them to discover customer perceptions of how well the organization is doing in meeting customer needs. c. It helps them to segment markets based on demographic characteristics of the customers. d. It helps them in determining their human resource requirements.

b. it helps them to discover customer perceptions of how well the organization is doing in meeting customer needs.

Internal customers of an organization are those people who: a. are not a part of the organization but are involved in the supply of the organization's products to the consumers. b. are not a part of the organization but sell resources to the organization so that the organization can produce it products c. are a part of the organization who provide inputs and help to create outputs for customers. d. are the end users of a company's products or services.

c. are a part of the organization who provide inputs and help create output for customers

Which of the following is the first step in developing a customer satisfaction survey? a. Selecting the appropriate survey instrument b. Designing the survey c. Determining the purpose of the survey d. Selecting the group or individuals who will conduct the survey

c. determining the purpose of the survey

According to the gap model, the term "_____" refers to the needs and requirements of a customer. a. actual quality b. delighters c. expected quality d. exciters

c. expected quality

The net present value of a customer is: a. a measure of how customers assess the benefits of a product in making purchase decisions. b. a measure of the likelihood that satisfied customers will recommend the product to other customers. c. the total profits (revenues associated with a customer minus the expenses needed to serve a customer) discounted over time. d. the total value of the benefits offered by a customer in a customer-supplier partnership.

c. the total profits (revenues associated with a customer minus the expenses needed to serve a customer) discounted over time.

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

true

the focus groups have a higher cost of implementation compared to other approaches used for gathering customer infromation

true

the needs and expectations of external customers are different from those consumers

true

the net promoter score is the difference in the percentage of promoters and dictators

true

Which of the following survey instruments is most commonly used because of low data collection costs and ease of analysis associated with it? a. Formal written surveys b. Telephone interviews c. Focus groups d. Face-to-face interviews

A. formal written surveys

Which of the following is true of the American Customer Satisfaction Index? a. It is not effective in quantifying the value that customers place on products. b. It is based on customer evaluations of the quality of goods and services. c. It evaluates only the goods and services produced by the domestic firms. d. It is updated on a rolling basis once a year by measuring all the sectors of the economy

B. it is based on customer evaluations of the quality of goods and services

The _____ dimension of the quality, as suggested by David A. Garvin, refers to how a product looks, feels, sounds, tastes, or smells. a. aesthetics b. reliability c. assurance d. serviceability

a. aesthetics

Which of the following dimensions of quality, as suggested by David A Garvin, refers to the degree to which physical and performance characteristics of a product match pre-established standards? a. Conformance b. Reliability c. Performance d. Durability

a. conformance

According to the Kano Model, new or innovative features that customers do not expect or even anticipate, fall under the category of _____. a. delighters b. dissatisfiers c. continuous improvements d. satisfiers

a. delighters

Affinity diagram is a tool that can be used by organizations to: a. measure the response of customers by allowing them to express their degree of satisfaction on a five-point scale. b. gather and organize a large number of ideas or facts. c. streamline their communication process with the customers. d. train their employees on service recovery.

b. gather and organize a large number of ideas and facts

Which of the following is true of the 'customer perceived value' measurement used by organizations to measure customer satisfaction? a. It measures customer satisfaction based on the likelihood of customers recommending the product to other customers. b. It measures how customers assess benefits of the product against costs in making purchase decisions. c. It focuses more on customer satisfaction than on customer loyalty. d. It takes into consideration only existing customers and not potential buyers.

b. it measures how customers assess benefits of the product against cost in making purchase decisions.

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. a. Durability b. Reliability c. Conformance d. Serviceability

b. reliability

Customer-focused organizations consider complaints as opportunities for improvement as: a. it allows them to test the aptitude and efficiency of their employees in handling customer complaints. b. it allows them to reduce the cost of research and development because they come to know about potential features through customers. c. effectively resolving complaints increases customer loyalty and retention. d. it helps employees understand what it feels like to be a customer.

c. effectively resolving caompaints increases customer loyalty and retention.

Which of the following survey instruments is most likely to be effective in generating a significant amount of qualitative information from the customers? a. Mail surveys b. Online surveys c. Focus groups d. Telephone interviews

c. focus groups

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

c. it allows organizations to share the risks in new product development and improve products through early design recommendations.

Maple Products is a manufacturer of electronic goods that markets its products in several countries across the world. The company makes sure that the spare parts of the products are available in all their markets and also ensures that the technical personnel in their retail outlets are adequately trained to repair their products. In the context of the dimensions of quality, as suggested by David A. Garvin, the efforts taken by the company will enhance the _____ dimension of its product quality. a. durability b. reliability c. serviceability d. conformance

c. serviceabillity

The Kano Model of customer requirements uses the term "satisfiers" to refer to: a. the basic requirements that are generally not stated by a customer but are assumed as a given. b. the aesthetic features of a product that do not add any value to the product. c. the requirements that customers expressly say they want in a product. d. the new or innovative features in a product that are not expected by customers in a product.

c. the requirements that customers expressly say they want in a product

Which of the following is true of customers who are regarded as "promoters" based on the net promoter score associated with these customers? a. They spread negative comments about the organization. b. They usually defect at higher rates. c. They are less price-sensitive and more profitable. d. They are not likely to purchase from the organization again.

c. they are less price-sensitive and more profitable.

According to the gap model, the term "_____" refers to the outcome of the production process and what is delivered to the customer. a. expected quality b. delighter c. satisfier d. actual quality

d. actual quality

According to the Kano model, which of the following features in a refrigerator is most likely to fall under the category of a delighter? a. Temperature controls b. Defrost option that allows to clear the frozen ice c. A separate section for vegetables inside the refrigerator d. Anti-freeze feature that does not freeze food inside the refrigerator

d. anti-freeze feature that does not freeze food inside the refrigerator

The term 'customer engagement' refers to: a. customers' involvement in the early design and improvement of products. b. the strategic alliances of organizations with customers who share common values. c. the expectations that define the quality of customer contact with an organization. d. customers' investment in or commitment to a brand and product offerings.

d. customers investment in or commitment to a brand and product offerings

While designing a customer satisfaction survey, organizations should use: a. compound questions. b. questions with double negatives. c. leading questions. d. questions that address only one issue or idea.

d. questions that address only one issue or idea

Which of the following dimensions that contribute to customer perceptions of quality refers to the willingness of the service providers to help customers and provide prompt service? a. Assurance b. Empathy c. Reliability d. Responsiveness

d. responsiveness

Most women in the township of Adington prefer to visit Sharon's Hair Salon because of the attractive interiors, well-designed equipment and neatly dressed employees. Which of the following dimensions is influencing customer perceptions of quality in the above scenario? a. Empathy b. Assurance c. Responsiveness d. Tangibles

d. tangibles

Which of the following is true of consumers of an organization? a. The retail outlets which sell the products of an organization are considered the consumers of that organization. b. The consumers of an organization receive inputs and produce outputs for other customers the organization. c. The consumers of an organization are a part of one of the various departments or processes of the organization. d. The consumers of an organization are the ultimate purchasers and users of the organization's products.

d. the consumers of an organizations are the ultimate purchasers and users of the organizations products

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

false

dissatisfied individual and business customers often tend to complain to the organization about the problems

false

in the case of a customer satisfactions survey, formal written surveys tend to generate more qualitative data than face to face interviews

false

in the contact of the gaps model, a customer will be satisfied when the expected quality of a product is higher than the actual quality

false

in the context of the dimensions of quality, as suggested by David A. Garvin, reliability is the amount of use one gets from a product before it physically deteriorates

false

loyal customers are more costly to do business with compared to other customers

false

sccording to juran, the customers who fall under the category of "vital few" typically need only standardized attention as a group

false

the customer satisfaction measurement of " customer perceived value" focuses more on customer satisfaction than on loyalty

false

the internal customers of a company are those people who ultimityl purchase and use the companies products

false

Customers who are merely satisfied may often purchase from competitors encase of convenience, promotions, or other factors

true

affinity diagrams help firms to efficiently organize large volumes of information and identify natural patterns or groupings in the information

true

complaints allow an organization to learn about product failures and service problems, particularly the gaps between expectations and performance

true

cusomer satisfaction or dissatisfaction takes place during moments of truth

true

customer contact employees are often the only means by which a customer interacts with an organization

true

customer satisfacetion surveys will be ejective when the questions included in the survey can provide actionable results

true

the "reliability" dimension of a service depends on the ability of the service depends on the ability of the service provided to provide what was promised to the customers, dependably and accurately

true