Multiple Choice Answers
Which of the following is NOT one of the three governing principles that describe CSRs under total quality?
A. Recognition of the strategic importance of customers and suppliers
B. Development of win-win relationships
C. Establishing relationships based on trust
D. Getting it ‘right’ the first time
Customer-supplier relationships under total quality are based on all of the following principles EXCEPT:
A. observing standard operating procedures and maintaining rigid job-boundaries.
B. development of win-win relationships between customers and suppliers.
C. establishing relationships based on trust.
D. recognition of the strategic importance of customers and suppliers.
Kano’s model of customer requirement identifies three classes of customer needs. Which of the following is NOT one of them?
Which of the following is NOT a popular method of collecting information?
A. Getting workers involved in collecting information.
B. Top managers acting as customers of their own organization.
C. Inviting customers to inspect plant and operational facilities.
D. Monitoring the Internet.
A formal approach to getting into customers’ minds that involves looking deeply into people’s past experiences for events and experiences that generated strong emotions at an early age is called:
A. subliminal decoding.
B. suggestion mapping.
C. dream analysis.
D. imprint analysis
A formal approach to getting into customers’ minds is called:
A. voice of the customer.
B. imprint analysis.
C. emotional attachment.
D. trust relationships.
Translating customer needs into product features can be done in a structured manner using:
A. competitive intelligence.
B. quality function deployment.
C. the Delphi method.
In services, customer satisfaction or dissatisfaction takes place during instances in which a customer comes in contact with an employee of the company. These instances are called:
A. critical to quality moments.
B. turning points.
C. moments of truth.
D. focal points.
What term is used in the text to refer to the consumers’ experience at home?
A. Second moment of truth
B. Secondary focal point
C. Alternate focal point
D. Internal critical to quality moment
__________ are measurable performance levels or expectations that define the quality of customer contact.
A. Features and benefits
B. Contact quality measures
C. Service standards
D. Satisfaction standards
Individual departments and key cross-functional processes within a company have __________ who contribute to the company’s mission and who depend on the department’s or function’s products and services to ultimately serve the consumer.
A. internal customers
B. external customers
D. strategic alliances
Which of the following is NOT one of the guidelines for purchase decisions?
A. Purchasing decisions should be based primarily on the product cost.
B. Purchasing personnel traditionally have been rewarded primarily for negotiating low prices.
C. Low purchase cost often does not equal low overall cost.
D. Pressing suppliers for ever-lower prices will minimize their profits.
Which of the following is NOT a disadvantage of reducing the number of suppliers?
A. Increases the dependence of the organization on the supplier
B. Weakens its bargaining position
C. Exposes the firm to the possibility of an interruption in supply
D. Increases the variability in the incoming products
Benefits of customer-supplier partnerships include all of the following EXCEPT:
A. access to technology or distribution channels not available internally.
B. shared risks in new investments and product development.
C. improved product design recommendations based on supplier capabilities.
D. increased operations costs through better communications.
According to Gersuny and Rosengren, customers have four distinct roles. Which of the following is NOT one of them?
A. Worker (or coworker)
D. Beneficiary (or user)
The most important similarity between the Resource Dependence Perspective and Total Quality is their mutual emphasis on the idea:
A. that human resources are the key competitive edge for any organization.
B. that the sources of an organization’s success lie outside its boundaries.
C. of internal customers as a key quality perspective.
D. of constituencies of quality at different levels of the organization.
__________ is a technique in which the sample obtained is divided into distinct groups so that a more detailed understanding of the process can be ascertained, leading to identification of the root cause of the problem.
B. X-bar charting
C. Pattern charting
D. Probability analysis
The following statements reflect observations on RDP and TQ. Which of the following statements is NOT correct?
A. Pfeffer and Salancik point out that much organization theory gives less emphasis to the organization’s environment.
B. The RDP recognizes that organizations must satisfy the demands of the society as a whole.
C. The RDP concept of effectiveness and the TQ concept of quality are quite similar.
D. RDP shares with TQ the idea that managing interdependencies with other organizations is a key to success.
The key ideas of integrative bargaining are all of the following EXCEPT:
A. separate the people from the problem.
B. focus on interests, not positions.
C. invent options for mutual gain.
D. insist on using subjective criteria.
__________ are graphic tools for describing the state of control of a process.
A. Statistic models
B. Distribution models
C. Control charts
D. Pattern charts