Managing for Quality and Performance Excellence: Chapter 3 Customer Focus

Attractive interiors, well-designed equipment, and neatly dressed employees are examples of which dimension in influencing customer perceptions of quality?

Tangibles

T/F. Affinity diagrams help firms to efficiently organize large volumes of information and identity natural patterns or groupings in the information.

True

T/F. Customer relationship management systems help organizations to identify and target their most profitable customers.

True

T/F. Customer satisfaction surveys will be effective when the questions included in the survey can provide actionable results.

True

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

True

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.

Durability

Customer-focused organizations complaints as opportunities for improvement as _____.

Effective resolving complaints increases customer loyalty and retention.

T/F. Dissatisfied individual and business customers often tend to complain to the organization about the problem.

False

T/F. The internal customers of a company are those people who ultimately purchase and use the company's products.

False

Which survey instrument is most likely to be effective in generating a significant amount of qualities information for the customers?

Focus groups

The affinity diagram is a tool that can be used by organizations to _____.

Gather and organize a large number of ideas or facts

What is true of the American Customer Satisfaction Index?

It is based on customer evaluations of the quality of goods and services

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

Satisfaction