Question1. According to Kano's classifications, as customers become more familiar with new or innovative product features, an "exciter/delighter" becomes a "satisfier."
True
False
Question 2. _____ force an organization to think in a radically different way, and to encourage major improvements as well as incremental ones.
Kaizen blitzes
Stretch goals
Quality circles
Strategy maps
Question 3. Likert scales allow customers to express their degree of opinion.
True
False
Question 4. Which of the following is NOT a feature of Kaizen blitz teams?
It is comprised of employees from all areas involved in the process.
Compared to other approaches, this is long-term approach.
The team can implement changes on the spot.
Improvement is immediate and satisfying for all those involved in the process.
Question 5. A goal to reduce the time required to fulfill a customer's order addresses the dimension of:
accuracy.
cycle time.
flexibility.
reliability.
6. Efficient customer satisfaction measurement schemes should try to identify:
the customer's importance and the firm's performance of key quality characteristics.
inconsistencies in satisfaction responses of the target customer group.
the firm's performance of key quality characteristics but not the customer's importance.
key customer groups that provide the major revenue to the business.
Question 7. Benefits of customer-supplier partnerships include all of the following EXCEPT:
access to technology or distribution channels not available internally.
shared risks in new investments and product development.
improved products through early design recommendations based on supplier capabilities.
increased operations costs through better communications.
Question 8. The employees of a manufacturing company who bill customers are involved in a (n) _____ for this manufacturing company.
value-creation process
support process
outsourced process
supplier process
Question 9. Measurement of customer engagement through the feedback process helps the organization in all of the following EXCEPT:
discover customer perceptions of how well the organization is doing in meeting customer needs, and compare performance relative to competitors.
identify market demographics to effectively segment the product market to achieve better results.
identify internal work process that drive satisfaction and loyalty and discover areas for improvement.
track trends to determine whether changes actually result in improvements.
Question 10. Which of the following is NOT TRUE of the net present value of customers?
A firm can determine the net value of offering increasing levels of benefits to users.
Profit potential can be measured by the net present value of the customer.
The number of transactions associated with repeat customers cannot be estimated.
Firms can use it to eliminate customers with low or negative values that represent a financial liability.