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1、Managing Quality: Integrating the Supply Chain, 6e (Foster)Chapter 5 The Voice of the Customer1)customers are employees receiving goods or services from within the same firm.A) PrimaryB) CapitalC) ExternalD) SecondaryE) InternalAnswer: EDiff: 1Learning Outcome: Discuss the total cost of quality and
2、compare the common methods of managing qualityLO: 5.1 Discuss the basics of customer relationship management.AACSB: Application of KnowledgeType: Concept2)customers are the bill-paying receivers of a companys work.A) ExternalB) InternalC) PrimaryD) SecondaryE) CapitalAnswer: ADiff: 1Learning Outcome
3、: Discuss the total cost of quality and compare the common methods of managing qualityLO: 5.1 Discuss the basics of customer relationship management.AACSB: Application of KnowledgeType: Concept3) The customers are the ultimate people the company is trying to satisfy with itswork.A) capitalB) interna
4、lC) primaryD) externalE)secondaryAnswer: DDiff: 2Learning Outcome: Discuss the total cost of quality and compare the common methods of managing qualityLO: 5.1 Discuss the basics of customer relationship management.AACSB: Application of KnowledgeType: ConceptAACSB: Information Technology Type: Concep
5、t34) 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 contr
6、ast, external customers or end users are the bill-paying receivers of a companys work. A person that enters a restaurant and purchases a meal is an external customer.Diff: 2Learning Outcome: Discuss the total cost of quality and compare the common methods of managing qualityLO: 5.1 Discuss the basic
7、s of customer relationship management.AACSB: Application of KnowledgeType: Concept35) Explain the reactive customer-driven quality (RCDQ) model.Answer: This reactive customer-driven quality (RCDQ) model shows that a firms quality performance is increasing while customers* expectations also are incre
8、asing. 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 da
9、ngers of RCDQ.Diff: 2Learning Outcome: Discuss the total cost of quality and compare the common methods of managing qualityLO: 5.1 Discuss the basics of customer relationship management.AACSB: Application of KnowledgeType: Concept36) What are the components and activities associated with the complai
10、nt 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 proce
11、ss must be designed to make it easy for complainants to reach resolution to simple complaints.Diff: 237) 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 inclu
12、de 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-rel
13、ationship management. These three phases are acquisition, retention, and enhancement.Diff: 2Learning Outcome: Discuss the total cost of quality and compare the common methods of managing qualityLO: 5.1 Discuss the basics of customer relationship management.AACSB: Information TechnologyType: Concept3
14、8) 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 asA) single-source managed inventoryB) vendor managed inventoryC) account managed inventoryD) cost managed inventoryE) time man
15、aged inventoryAnswer: BDiff: 2Learning Outcome: Discuss the total cost of quality and compare the common methods of managing qualityLO: 5.2 Distinguish how managing quality in services is different from manufacturing.AACSB: Application of KnowledgeType: Concept39) Which of the following is a diagram
16、 tool for managers that depicts a flowchart of interactions between service providers and customers?A) process-chain-network diagramB) precedence-network diagramC) relationship-network diagramD) activity-network diagramE) interaction-network diagramAnswer: ADiff: 240)is a process for developing rela
17、tionships with few suppliers for long-term contracts.A) Single sourcingB) Gap analysisC) Supplier rationalizationD) SegmentationE) Source loyaltyAnswer: ADiff: 2Learning Outcome: Discuss the total cost of quality and compare the common methods of managing qualityLO: 5.2 Distinguish how managing qual
18、ity in services is different from manufacturing.AACSB: Application of KnowledgeType: Concept41)results in the suppliers becoming de facto subsidiaries to their major customers.A) SegmentationB) Gap analysisC) Strategic allianceD) Source loyaltyE) Supplier rationalizationAnswer: CDiff: 2Learning Outc
19、ome: Discuss the total cost of quality and compare the common methods of managing qualityLO: 5.2 Distinguish how managing quality in services is different from manufacturing.AACSB: Application of KnowledgeType: Concept42) In, suppliers integrate information systems and quality systems that allow clo
20、se integration at all levels.A) segmentationB) gap analysisC) annuity relationshipsD) strategic alliancesE) supplier rationalizationAnswer: DDiff: 243)results from agreement between marketing and operations as to which customers add the greatest advantage and profits over time.A) Customer segmentati
21、onB) Customer-relationship managementC) Reactive customer-driven qualityD) Actively solicited customer-feedbackE) Customer rationalizationAnswer: EDiff: 2Learning Outcome: Discuss the total cost of quality and compare the common methods of managing qualityLO: 5.2 Distinguish how managing quality in
22、services is different from manufacturing.AACSB: Application of KnowledgeType: Concept44) A(n)relationship is one in which the customer provides a long-term, steady income stream to the provider.A) perpetualB) annuityC) activeD) rationalE) passiveAnswer: BDiff: 2Learning Outcome: Discuss the total co
23、st of quality and compare the common methods of managing qualityLO: 5.2 Distinguish how managing quality in services is different from manufacturing.AACSB: Application of KnowledgeType: Concept45) Customer-initiated contact such as filling out a restaurant complaint card, calling a toll-free complai
24、nt line, or submitting an inquiry via a companys Web site, is considered.A) customer rationalizationB) passively solicited customer feedbackC) actively solicited customer feedbackD) reactive customer-driven qualityE) customer segmentationAnswer: BDiff: 246) A process-chain-network diagram is a flowc
25、hart tool for managers to use when designing service delivery systems.Answer: TRUEDiff: 2Learning Outcome: Discuss the total cost of quality and compare the common methods of managing qualityLO: 5.2 Distinguish how managing quality in services is different from manufacturing.AACSB: Application of Kn
26、owledgeType: Concept47) Many companies use single sourcing as a way to increase the number of suppliers.Answer: FALSEDiff: 1Learning Outcome: Discuss the total cost of quality and compare the common methods of managing qualityLO: 5.2 Distinguish how managing quality in services is different from man
27、ufacturing.AACSB: Application of KnowledgeType: Concept48) Single-sourcing arrangements are developing into strategic alliances where suppliers become de facto subsidiaries to their major customers.Answer: TRUEDiff: 2Learning Outcome: Discuss the total cost of quality and compare the common methods
28、of managing qualityLO: 5.2 Distinguish how managing quality in services is different from manufacturing.AACSB: Application of KnowledgeType: Concept49) Customer rationalization results from agreement between marketing and operations as to which customers add the greatest advantage and profits over t
29、ime.Answer: TRUEDiff: 2Learning Outcome: Discuss the total cost of quality and compare the common methods of managing qualityLO: 5.2 Distinguish how managing quality in services is different from manufacturing.AACSB: Application of KnowledgeType: Concept50) Annuity relationships result in the custom
30、er providing a short-term income stream to the provider.Answer: FALSEDiff: 2Learning Outcome: Discuss the total cost of quality and compare the common methods of managing qualityLO: 5.2 Distinguish how managing quality in services is different from manufacturing.AACSB: Application of KnowledgeType:
31、Concept51) Customer-initiated contact, such as submitting an inquiry via a company*s Web site, is considered passively solicited customer feedback.Answer: TRUEDiff: 2Learning Outcome: Discuss the total cost of quality and compare the common methods of managing qualityLO: 5.2 Distinguish how managing
32、 quality in services is different from manufacturing. AACSB: Information Technology Type: Concept52) Active data collections tend to result in lower ratings of quality than passive data collections. Answer: FALSEDiff: 2Learning Outcome: Discuss the total cost of quality and compare the common method
33、s of managing qualityLO: 5.2 Distinguish how managing quality in services is different from manufacturing.AACSB: Application of KnowledgeType: Concept53) Describe the concept of single sourcing. How is single sourcing related to strategic alliances? Answer: Many companies use single sourcing as a wa
34、y 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
35、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: 254) The gap refers to the differences between.A) corrective action and preventive actionB) service quality and product
36、 qualityC) empowered employees and employees managed by a hierarchyD) accurate quality projections and inaccurate quality projectionsE) desired levels of performance and actual levels of performanceAnswer: EDiff: 2Learning Outcome: Discuss the total cost of quality and compare the common methods of
37、managing qualityLO: 5.3 Implement gap analysis in a service firm using SERVQUAL.AACSB: Application of KnowledgeType: Concept55) The SERVQUAL instrument was developed by.A) Juran, Deming, and ShewhartB) Ishikawa and TaguchiC) Hammer and ChampyD) Parasuraman, Zeithamel, and BerryE) Feigenbaum, Crosby,
38、 and PetersAnswer: DDiff: 3Learning Outcome: Discuss the total cost of quality and compare the common methods of managing qualityLO: 5.3 Implement gap analysis in a service firm using SERVQUAL.AACSB: Application of KnowledgeType: Concept56) Which of the following determinants of service quality invo
39、lves consistency of performance and dependability?A) reliabilityB) responsivenessC) competenceD) accessE) credibilityAnswer: ADiff: 257) Which of the following determinants of service quality concerns the willingness or readiness of employees to provide service?A) reliabilityB) responsivenessC) comp
40、etenceD) credibilityE) courtesyAnswer: BDiff: 2Learning Outcome: Discuss the total cost of quality and compare the common methods of managing qualityLO: 5.3 Implement gap analysis in a service firm using SERVQUAL.AACSB: Application of KnowledgeType: Concept58) Which of the following determinants of
41、service quality means possession of the required skills and knowledge to perform the service?A) reliabilityB) responsivenessC) competenceD) accessE) credibilityAnswer: CDiff: 2Learning Outcome: Discuss the total cost of quality and compare the common methods of managing qualityLO: 5.3 Implement gap
42、analysis in a service firm using SERVQUAL.AACSB: Application of KnowledgeType: Concept59) Which of the following determinants of service quality involves approachability and ease of contact?A) reliabilityB) responsivenessC) competenceD) accessE) courtesyAnswer: DDiff: 260) Which of the following det
43、erminants of service quality involves politeness, respect, consideration, and friendliness of contact personnel?A) reliabilityB) responsivenessC) competenceD) credibilityE) courtesyAnswer: EDiff: 2Learning Outcome: Discuss the total cost of quality and compare the common methods of managing qualityL
44、O: 5.3 Implement gap analysis in a service firm using SERVQUAL.AACSB: Application of KnowledgeType: Concept61) Which of the following determinants of service quality involves trustworthiness, believability, honesty, and having the customers best interests at heart?A) reliabilityB) responsivenessC) c
45、ompetenceD) credibilityE) courtesyAnswer: DDiff: 1Learning Outcome: Discuss the total cost of quality and compare the common methods of managing qualityLO: 5.3 Implement gap analysis in a service firm using SERVQUAL.AACSB: Application of KnowledgeType: Concept62) Which of the following determinants
46、include the physical evidence of the service?A) tangiblesB) aestheticsC) featuresD) intangiblesE) logisticsAnswer: ADiff: 163) What does segmenting markets involve?A) distinguishing expected service and perceived serviceB) distinguishing customers according to common characteristicsC) analyzing the
47、management perceptions of consumer expectationsD) distinguishing service quality specs and service deliveryE) analyzing the external methods to communicate with customersAnswer: BDiff: 2Learning Outcome: Discuss the total cost of quality and compare the common methods of managing qualityLO: 5.3 Implement gap analysis in a service firm using SERVQUAL.AACSB: Application of KnowledgeType: Concept64) The Gap refers to the differences between desired levels of performance and actual levels of performance.Answer: TRUEDiff: 1Learning Outcome: Discuss the total cost of quality and com