Managing Quality Integrating The Supply Chain 6th Edition - Test Bank

Managing Quality Integrating The Supply Chain 6th Edition – Test Bank

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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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