Managing Quality Integrating The Supply Chain 6th Edition by S. Thomas Foster - Test Bank Instant Download - Complete Test Bank With Answers Sample Questions Are Posted Below Managing Quality: Integrating the Supply Chain, 6e (Foster) Chapter 5 The Voice of the Customer 1) ________ customers are employees receiving goods …
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Sample Questions Are Posted Below
Managing Quality: Integrating the Supply Chain, 6e (Foster)
Chapter 5 The Voice of the Customer
1) ________ customers are employees receiving goods or services from within the same firm.
Answer: E
Diff: 1
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.1 Discuss the basics of customer relationship management.
AACSB: Application of Knowledge
Type: Concept
2) ________ customers are the bill-paying receivers of a company’s work.
Answer: A
Diff: 1
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.1 Discuss the basics of customer relationship management.
AACSB: Application of Knowledge
Type: Concept
3) The ________ customers are the ultimate people the company is trying to satisfy with its work.
Answer: D
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.1 Discuss the basics of customer relationship management.
AACSB: Application of Knowledge
Type: Concept
4) ________ customers are also known as end users.
Answer: A
Diff: 1
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.1 Discuss the basics of customer relationship management.
AACSB: Application of Knowledge
Type: Concept
5) The ________ model shows that a firm’s quality performance is increasing while customer’s expectations are also increasing.
Answer: E
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.1 Discuss the basics of customer relationship management.
AACSB: Application of Knowledge
Type: Concept
6) The view of the customer that asserts that he or she is a valued asset to be managed is referred to as ________.
Answer: E
Diff: 1
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.1 Discuss the basics of customer relationship management.
AACSB: Application of Knowledge
Type: Concept
7) Which of the following is not a design aspect to customer-relationship management?
Answer: D
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.1 Discuss the basics of customer relationship management.
AACSB: Application of Knowledge
Type: Concept
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.
Answer: C
Diff: 1
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.1 Discuss the basics of customer relationship management.
AACSB: Application of Knowledge
Type: Concept
9) The first component of a complaint-resolution process is ________.
Answer: C
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.1 Discuss the basics of customer relationship management.
AACSB: Application of Knowledge
Type: Concept
10) The second component of a complaint-resolution process is ________.
Answer: A
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.1 Discuss the basics of customer relationship management.
AACSB: Application of Knowledge
Type: Concept
11) The process associated with resolving complaints is called the ________ process.
Answer: D
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.1 Discuss the basics of customer relationship management.
AACSB: Application of Knowledge
Type: Concept
12) Which of the following is not a component of an effective guarantee?
Answer: A
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.1 Discuss the basics of customer relationship management.
AACSB: Application of Knowledge
Type: Concept
13) Customer ________ is measured as the percentage of customers who return for more service.
Answer: D
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.1 Discuss the basics of customer relationship management.
AACSB: Application of Knowledge
Type: Concept
14) What are the three phases of customer-relationship management?
Answer: D
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.1 Discuss the basics of customer relationship management.
AACSB: Application of Knowledge
Type: Concept
15) The ________ phase of customer-relationship management involves improving service to the customer through the use of information systems.
Answer: C
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.1 Discuss the basics of customer relationship management.
AACSB: Information Technology
Type: Concept
16) Churn reduction involves the reduction in the loss of ________.
Answer: E
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.1 Discuss the basics of customer relationship management.
AACSB: Application of Knowledge
Type: Concept
17) ________ management involves managing the mountain of information generated by Web site usage in a way to improve marketing to key customers.
Answer: A
Diff: 1
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.1 Discuss the basics of customer relationship management.
AACSB: Application of Knowledge
Type: Concept
18) Internal customers are the bill-paying receivers of a company’s work.
Answer: FALSE
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.1 Discuss the basics of customer relationship management.
AACSB: Application of Knowledge
Type: Concept
19) External customers are employees receiving goods or services from within the same firm.
Answer: FALSE
Diff: 1
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.1 Discuss the basics of customer relationship management.
AACSB: Application of Knowledge
Type: Concept
20) The external customers are the ultimate people the company is trying to satisfy with its work.
Answer: TRUE
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.1 Discuss the basics of customer relationship management.
AACSB: Application of Knowledge
Type: Concept
21) Customer-driven quality represents a proactive approach to satisfying customer needs that is based on gathering data about the customers to learn their needs and preferences.
Answer: TRUE
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.1 Discuss the basics of customer relationship management.
AACSB: Application of Knowledge
Type: Concept
22) Due to constantly changing customer needs, the reactive approach to customer-driven quality could lead to problems if customer requirements increase at a faster rate than quality and service improvement.
Answer: TRUE
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.1 Discuss the basics of customer relationship management.
AACSB: Application of Knowledge
Type: Concept
23) Customer relationship management involves viewing the customer as a valued asset to be managed.
Answer: TRUE
Diff: 1
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.1 Discuss the basics of customer relationship management.
AACSB: Application of Knowledge
Type: Concept
24) The complaint-resolution 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.
Answer: TRUE
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.1 Discuss the basics of customer relationship management.
AACSB: Application of Knowledge
Type: Concept
25) Improving services such as customer service policies, sales processes, and after-sales services according to customer preferences is referred to as transactional analysis.
Answer: TRUE
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.1 Discuss the basics of customer relationship management.
AACSB: Application of Knowledge
Type: Concept
26) The process associated with resolving complaints is called the complaint-response process.
Answer: FALSE
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.1 Discuss the basics of customer relationship management.
AACSB: Application of Knowledge
Type: Concept
27) A guarantee outlines the customer’s rights.
Answer: TRUE
Diff: 1
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.1 Discuss the basics of customer relationship management.
AACSB: Application of Knowledge
Type: Concept
28) Guarantees should be designed prior to beginning business.
Answer: TRUE
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.1 Discuss the basics of customer relationship management.
AACSB: Application of Knowledge
Type: Concept
29) To be effective, a guarantee should be unconditional.
Answer: TRUE
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.1 Discuss the basics of customer relationship management.
AACSB: Application of Knowledge
Type: Concept
30) Customer retention is measured as the percentage of customers who return for more service.
Answer: TRUE
Diff: 1
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.1 Discuss the basics of customer relationship management.
AACSB: Application of Knowledge
Type: Concept
31) Amazon’s customized desktops with recommendations for products based on historical purchases is an example of the customer enhancement phase of CRM.
Answer: TRUE
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.1 Discuss the basics of customer relationship management.
AACSB: Information Technology
Type: Application
32) The enhancement phase of customer-relationship management involves improving service to the customer through the use of information systems.
Answer: TRUE
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.1 Discuss the basics of customer relationship management.
AACSB: Information Technology
Type: Concept
33) Knowledge management involves managing the mountain of information generated by Web site usage in a way to improve marketing to key customers.
Answer: TRUE
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.1 Discuss the basics of customer relationship management.
AACSB: Information Technology
Type: Concept
34) Differentiate between internal and external customers.
Answer: Internal customers are employees receiving goods or services from within the same firm. For example, management information systems (MIS) technicians and programmers view the users within their company as internal customers. In contrast, external customers or end users are the bill-paying receivers of a company’s work. A person that enters a restaurant and purchases a meal is an external customer.
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.1 Discuss the basics of customer relationship management.
AACSB: Application of Knowledge
Type: Concept
35) Explain the reactive customer-driven quality (RCDQ) model.
Answer: This reactive customer-driven quality (RCDQ) model shows that a firm’s quality performance is increasing while customers’ expectations also are increasing. Problems occur when customer requirements increase at a faster rate than quality and service improvement. This places a firm in a reactive mode that may signal the need for major process and service redesign. The RCDQ model demonstrates conceptually and graphically the primary pitfalls and dangers of RCDQ.
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.1 Discuss the basics of customer relationship management.
AACSB: Application of Knowledge
Type: Concept
36) What are the components and activities associated with the complaint resolution process?
Answer: The first component is to compensate people for their losses. This may be as small as an easy return policy with no questions asked. The second component is contrition. The firm should apologize to the customer for the mistakes made. Third, the complaint-recovery process must be designed to make it easy for complainants to reach resolution to simple complaints.
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.1 Discuss the basics of customer relationship management.
AACSB: Application of Knowledge
Type: Concept
37) What are customer-relationship management systems?
Answer: With business information systems—especially over the Internet—companies are receiving volumes of customer-related data. These data include personal, Internet, process, and customer preference information. As a result, systems have been created to mine these data to improve customer service and retention. These systems are called customer-relationship management systems (CRMS). CRMS use data to manage the three phases of customer-relationship management. These three phases are acquisition, retention, and enhancement.
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.1 Discuss the basics of customer relationship management.
AACSB: Information Technology
Type: Concept
38) The approach authorizing major suppliers to make purchases for their own accounts, resulting in suppliers providing only what is needed when it is needed, is referred to as ________.
Answer: B
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.2 Distinguish how managing quality in services is different from manufacturing.
AACSB: Application of Knowledge
Type: Concept
39) Which of the following is a diagram tool for managers that depicts a flowchart of interactions between service providers and customers?
Answer: A
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.2 Distinguish how managing quality in services is different from manufacturing.
AACSB: Application of Knowledge
Type: Application
40) ________ is a process for developing relationships with few suppliers for long-term contracts.
Answer: A
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.2 Distinguish how managing quality in services is different from manufacturing.
AACSB: Application of Knowledge
Type: Concept
41) ________ results in the suppliers becoming de facto subsidiaries to their major customers.
Answer: C
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.2 Distinguish how managing quality in services is different from manufacturing.
AACSB: Application of Knowledge
Type: Concept
42) In ________, suppliers integrate information systems and quality systems that allow close integration at all levels.
Answer: D
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.2 Distinguish how managing quality in services is different from manufacturing.
AACSB: Information Technology
Type: Concept
43) ________ results from agreement between marketing and operations as to which customers add the greatest advantage and profits over time.
Answer: E
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.2 Distinguish how managing quality in services is different from manufacturing.
AACSB: Application of Knowledge
Type: Concept
44) A(n) ________ relationship is one in which the customer provides a long-term, steady income stream to the provider.
Answer: B
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.2 Distinguish how managing quality in services is different from manufacturing.
AACSB: Application of Knowledge
Type: Concept
45) Customer-initiated contact such as filling out a restaurant complaint card, calling a toll-free complaint line, or submitting an inquiry via a company’s Web site, is considered ________.
Answer: B
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.2 Distinguish how managing quality in services is different from manufacturing.
AACSB: Information Technology
Type: Concept
46) A process-chain-network diagram is a flowchart tool for managers to use when designing service delivery systems.
Answer: TRUE
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.2 Distinguish how managing quality in services is different from manufacturing.
AACSB: Application of Knowledge
Type: Concept
47) Many companies use single sourcing as a way to increase the number of suppliers.
Answer: FALSE
Diff: 1
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.2 Distinguish how managing quality in services is different from manufacturing.
AACSB: Application of Knowledge
Type: Concept
48) Single-sourcing arrangements are developing into strategic alliances where suppliers become de facto subsidiaries to their major customers.
Answer: TRUE
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.2 Distinguish how managing quality in services is different from manufacturing.
AACSB: Application of Knowledge
Type: Concept
49) Customer rationalization results from agreement between marketing and operations as to which customers add the greatest advantage and profits over time.
Answer: TRUE
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.2 Distinguish how managing quality in services is different from manufacturing.
AACSB: Application of Knowledge
Type: Concept
50) Annuity relationships result in the customer providing a short-term income stream to the provider.
Answer: FALSE
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.2 Distinguish how managing quality in services is different from manufacturing.
AACSB: Application of Knowledge
Type: Concept
51) Customer-initiated contact, such as submitting an inquiry via a company’s Web site, is considered passively solicited customer feedback.
Answer: TRUE
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.2 Distinguish how managing quality in services is different from manufacturing.
AACSB: Information Technology
Type: Concept
52) Active data collections tend to result in lower ratings of quality than passive data collections.
Answer: FALSE
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.2 Distinguish how managing quality in services is different from manufacturing.
AACSB: Application of Knowledge
Type: Concept
53) Describe the concept of single sourcing. How is single sourcing related to strategic alliances?
Answer: Many companies use single sourcing as a way to reduce the number of suppliers. Single sourcing is a process for developing relationships with few suppliers for long contract terms. Increasingly, single-sourcing arrangements are developing into strategic alliances where the suppliers become de facto subsidiaries to their major customers. In these arrangements, not only are suppliers single-source providers, but they also integrate information systems and quality systems that allow close interaction at all levels.
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.2 Distinguish how managing quality in services is different from manufacturing.
AACSB: Application of Knowledge
Type: Concept
54) The gap refers to the differences between ________.
Answer: E
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.3 Implement gap analysis in a service firm using SERVQUAL.
AACSB: Application of Knowledge
Type: Concept
55) The SERVQUAL instrument was developed by ________.
Answer: D
Diff: 3
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.3 Implement gap analysis in a service firm using SERVQUAL.
AACSB: Application of Knowledge
Type: Concept
56) Which of the following determinants of service quality involves consistency of performance and dependability?
Answer: A
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.3 Implement gap analysis in a service firm using SERVQUAL.
AACSB: Application of Knowledge
Type: Concept
57) Which of the following determinants of service quality concerns the willingness or readiness of employees to provide service?
Answer: B
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.3 Implement gap analysis in a service firm using SERVQUAL.
AACSB: Application of Knowledge
Type: Concept
58) Which of the following determinants of service quality means possession of the required skills and knowledge to perform the service?
Answer: C
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.3 Implement gap analysis in a service firm using SERVQUAL.
AACSB: Application of Knowledge
Type: Concept
59) Which of the following determinants of service quality involves approachability and ease of contact?
Answer: D
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.3 Implement gap analysis in a service firm using SERVQUAL.
AACSB: Application of Knowledge
Type: Concept
60) Which of the following determinants of service quality involves politeness, respect, consideration, and friendliness of contact personnel?
Answer: E
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.3 Implement gap analysis in a service firm using SERVQUAL.
AACSB: Application of Knowledge
Type: Concept
61) Which of the following determinants of service quality involves trustworthiness, believability, honesty, and having the customer’s best interests at heart?
Answer: D
Diff: 1
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.3 Implement gap analysis in a service firm using SERVQUAL.
AACSB: Application of Knowledge
Type: Concept
62) Which of the following determinants include the physical evidence of the service?
Answer: A
Diff: 1
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.3 Implement gap analysis in a service firm using SERVQUAL.
AACSB: Application of Knowledge
Type: Concept
63) What does segmenting markets involve?
Answer: B
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.3 Implement gap analysis in a service firm using SERVQUAL.
AACSB: Application of Knowledge
Type: Concept
64) The Gap refers to the differences between desired levels of performance and actual levels of performance.
Answer: TRUE
Diff: 1
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.3 Implement gap analysis in a service firm using SERVQUAL.
AACSB: Application of Knowledge
Type: Concept
65) The reliability determinant of service quality concerns the willingness or readiness of employees to provide service.
Answer: FALSE
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.3 Implement gap analysis in a service firm using SERVQUAL.
AACSB: Application of Knowledge
Type: Concept
66) The competence determinant of service quality means possession of the required skills and knowledge to perform the service.
Answer: TRUE
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.3 Implement gap analysis in a service firm using SERVQUAL.
AACSB: Application of Knowledge
Type: Concept
67) The determinant of service quality pertaining to tangibles encompasses the physical evidence of the service.
Answer: TRUE
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.3 Implement gap analysis in a service firm using SERVQUAL.
AACSB: Application of Knowledge
Type: Concept
68) To segment markets means to distinguish customers or markets according to common characteristics.
Answer: TRUE
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.3 Implement gap analysis in a service firm using SERVQUAL.
AACSB: Application of Knowledge
Type: Concept
69) What is gap analysis?
Answer: Typically, the gap refers to the differences between desired levels of performance and actual levels of performance. This could be something like the difference between the desired conformance level versus the existing conformance level in a manufacturing environment. In services, this is the difference between the expected and the actual level of service provided. Gaps are important in that once a gap is identified, it is a candidate for corrective action and process improvement. The formal means for identifying and correcting these gaps is called gap analysis. One of the differences studied by gap analysis identifies the difference between managerial and customer perceptions of what the customer wants.
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.3 Implement gap analysis in a service firm using SERVQUAL.
AACSB: Application of Knowledge
Type: Concept
70) Explain the ten determinants of service quality contributed by Parasuraman, Zeithamel, and Berry.
Answer: In addition to the gaps model, Parasuraman, Zeithamel, and Berry contributed a number of important concepts to managing service quality. These include 10 determinants of service quality:
Diff: 3
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.3 Implement gap analysis in a service firm using SERVQUAL.
AACSB: Application of Knowledge
Type: Concept
71) Gathering data through focus groups and surveys is an example of a(n) ________ data gathering.
Answer: A
Diff: 1
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.4 Develop a customer service survey using specific examples and critical incidents.
AACSB: Application of Knowledge
Type: Concept
72) Gathering data through customer comment cards is an example of a(n) ________ data gathering.
Answer: D
Diff: 1
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.4 Develop a customer service survey using specific examples and critical incidents.
AACSB: Application of Knowledge
Type: Concept
73) ________ includes all supplier-initiated contact with customers.
Answer: E
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.4 Develop a customer service survey using specific examples and critical incidents.
AACSB: Application of Knowledge
Type: Concept
74) Phone contacts, focus groups, and survey results are referred to as ________ data.
Answer: B
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.4 Develop a customer service survey using specific examples and critical incidents.
AACSB: Application of Knowledge
Type: Concept
75) Measurement data such as height, weight, volume, and speed are referred to as ________ data.
Answer: E
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.4 Develop a customer service survey using specific examples and critical incidents.
AACSB: Application of Knowledge
Type: Concept
76) ________ data are ranked so that one measure is higher than the next.
Answer: D
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.4 Develop a customer service survey using specific examples and critical incidents.
AACSB: Application of Knowledge
Type: Concept
77) ________ data is used to compare employee and customer perceptions of quality.
Answer: B
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.4 Develop a customer service survey using specific examples and critical incidents.
AACSB: Application of Knowledge
Type: Concept
78) A(n) ________ group allows a supplier to gather feedback from a group of consumers at one time.
Answer: B
Diff: 1
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.4 Develop a customer service survey using specific examples and critical incidents.
AACSB: Application of Knowledge
Type: Concept
79) What is the first step in performing a focus group session?
Answer: C
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.4 Develop a customer service survey using specific examples and critical incidents.
AACSB: Application of Knowledge
Type: Application
80) A(n) ________ consists of a series of items designed to capture perceptions.
Answer: A
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.4 Develop a customer service survey using specific examples and critical incidents.
AACSB: Application of Knowledge
Type: Concept
81) The ________ approach involves obtaining information from customers about the process they use to receive goods and services.
Answer: D
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.4 Develop a customer service survey using specific examples and critical incidents.
AACSB: Application of Knowledge
Type: Concept
82) ________ validity refers to the use of certain terms and whether terms really measure what it is we want to measure.
Answer: E
Diff: 3
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.4 Develop a customer service survey using specific examples and critical incidents.
AACSB: Application of Knowledge
Type: Concept
83) ________ validity indicates that your measuring instrument has the ability to predict or agree with constructs external to that which you are measuring.
Answer: A
Diff: 3
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.4 Develop a customer service survey using specific examples and critical incidents.
AACSB: Application of Knowledge
Type: Concept
84) ________ validity refers to whether the item really measures what we want to measure.
Answer: E
Diff: 3
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.4 Develop a customer service survey using specific examples and critical incidents.
AACSB: Application of Knowledge
Type: Concept
85) When analyzing the results of a survey, open-ended questions are analyzed with Pareto analysis using ________ of the various categories of responses.
Answer: C
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.4 Develop a customer service survey using specific examples and critical incidents.
AACSB: Application of Knowledge
Type: Concept
86) If survey responses are consistent but they are not measuring the right thing, the instrument is reliable but it is not valid.
Answer: TRUE
Diff: 3
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.4 Develop a customer service survey using specific examples and critical incidents.
AACSB: Application of Knowledge
Type: Application
87) A continuum of “strongly disagree-disagree-neutral-agree-strongly agree” on a five-point scale is an example of relatively ranked ordinal data points.
Answer: TRUE
Diff: 3
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.4 Develop a customer service survey using specific examples and critical incidents.
AACSB: Application of Knowledge
Type: Application
88) Gathering data through focus groups and surveys are examples of passive data gathering.
Answer: FALSE
Diff: 1
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.4 Develop a customer service survey using specific examples and critical incidents.
AACSB: Application of Knowledge
Type: Concept
89) Actively solicited customer feedback includes all supplier-initiated contact with customers.
Answer: TRUE
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.4 Develop a customer service survey using specific examples and critical incidents.
AACSB: Application of Knowledge
Type: Concept
90) Phone contacts and focus groups are referred to as hard data.
Answer: FALSE
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.4 Develop a customer service survey using specific examples and critical incidents.
AACSB: Application of Knowledge
Type: Concept
91) Soft data are measurement data such as height, weight, volume, or speed that can be measured on a continuous scale.
Answer: FALSE
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.4 Develop a customer service survey using specific examples and critical incidents.
AACSB: Application of Knowledge
Type: Concept
92) Ordinal data are ranked so one measure is higher than the next.
Answer: TRUE
Diff: 1
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.4 Develop a customer service survey using specific examples and critical incidents.
AACSB: Application of Knowledge
Type: Concept
93) A focus group allows a supplier to gather feedback from a group of consumers at one time.
Answer: TRUE
Diff: 1
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.4 Develop a customer service survey using specific examples and critical incidents.
AACSB: Application of Knowledge
Type: Concept
94) Focus groups draw individuals with similar characteristics or demographics.
Answer: TRUE
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.4 Develop a customer service survey using specific examples and critical incidents.
AACSB: Application of Knowledge
Type: Concept
95) Criterion validity refers to whether the item really measures what we want to measure.
Answer: FALSE
Diff: 3
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.4 Develop a customer service survey using specific examples and critical incidents.
AACSB: Application of Knowledge
Type: Concept
96) Construct validity indicates that your measuring instrument has the ability to predict or agree with constructs external to that which you are measuring.
Answer: FALSE
Diff: 3
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.4 Develop a customer service survey using specific examples and critical incidents.
AACSB: Application of Knowledge
Type: Concept
97) When analyzing the results of a survey, open-ended questions are analyzed with Pareto analysis using bar charts of the various categories of responses.
Answer: TRUE
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.4 Develop a customer service survey using specific examples and critical incidents.
AACSB: Application of Knowledge
Type: Application
98) Differentiate between soft data and hard data.
Answer: Phone contacts, focus groups, and survey results are referred to as soft data. As opposed to soft data, hard data are measurement data such as height, weight, volume, or speed that can be measured on a continuous scale. Soft data are not continuous and are, at best, ordinal.
Diff: 1
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.4 Develop a customer service survey using specific examples and critical incidents.
AACSB: Application of Knowledge
Type: Concept
99) What is the function of a focus group?
Answer: A focus group allows a supplier to gather feedback from a group of consumers at one time. The groups are focused in two ways: First, focus groups narrowly address a single topic or group of topics. Second, focus groups draw individuals with similar characteristics or demographics. This limits the discussion to subjects and market segments that are of particular interest to the firm.
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.4 Develop a customer service survey using specific examples and critical incidents.
AACSB: Application of Knowledge
Type: Concept
100) Differentiate between construct validity and content validity.
Answer: Construct validity refers to the use of certain terms and whether terms really measure what it is we want to measure. For example, self-reported measures or percentage growth in sales might not be a valid measure of success in customer satisfaction. Sales increases may instead reflect favorable market conditions. Content validity, in contrast, refers to whether the item really measures what we want to measure. Usually, this includes asking five or six “experts” to review the instrument and determine whether the instrument is valid.
Diff: 2
Learning Outcome: Discuss the total cost of quality and compare the common methods of managing quality
LO: 5.4 Develop a customer service survey using specific examples and critical incidents.
AACSB: Application of Knowledge
Type: Concept
Original price was: $30.00.$20.00Current price is: $20.00.
Original price was: $30.00.$20.00Current price is: $20.00.
Original price was: $30.00.$20.00Current price is: $20.00.
Original price was: $30.00.$20.00Current price is: $20.00.
Original price was: $30.00.$20.00Current price is: $20.00.
Original price was: $30.00.$20.00Current price is: $20.00.
