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Managing Quality Integrating The Supply Chain 6th Edition by S. Thomas Foster – Test Bank
Managing Quality Integrating The Supply Chain 6th Edition by S. Thomas Foster – Test Bank
Test Bank For Managing Quality Integrating The Supply Chain 6th Edition by S. Thomas Foster
Managing Quality Integrating The Supply Chain 6th Edition
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.
A) Primary
B) Capital
C) External
D) Secondary
E) Internal
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.
A) External
B) Internal
C) Primary
D) Secondary
E) Capital
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.
A) capital
B) internal
C) primary
D) external
E) secondary
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.
A) External
B) Internal
C) Capital
D) Primary
E) Secondary
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.
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
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 ________.
A) customer response
B) customer intelligence
C) customer data management
D) reactive customer-driven quality
E) customer-relationship management
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
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