Customer Focus in Quality Management
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Questions and Answers

What is the significance of customers in a business?

  • They are a source of revenue
  • They are the primary reason for a business to exist (correct)
  • They are a way to understand product attributes
  • They are a means to achieve quality products
  • What is the outcome of satisfying customer expectations?

  • Meeting product specifications
  • Achieving customer satisfaction and loyalty (correct)
  • Resolving customer complaints
  • Reducing defects and errors
  • What is necessary for organizations to meet or exceed customer expectations?

  • Resolving customer complaints
  • Fully understanding product and service attributes (correct)
  • Reducing defects and errors
  • Meeting product specifications
  • What is the role of customers in determining product quality?

    <p>Customers are satisfied with the whole experience of the product</p> Signup and view all the answers

    What is the outcome of not meeting customer expectations?

    <p>Losing customer loyalty</p> Signup and view all the answers

    What is the primary goal of organizations in terms of customer focus?

    <p>To achieve customer satisfaction and loyalty</p> Signup and view all the answers

    What is the primary focus of the 'Performance' dimension of product quality?

    <p>The primary operating characteristics of the product</p> Signup and view all the answers

    What is the 'Reliability' dimension of product quality concerned with?

    <p>The probability of the product operating for a specific time and under certain conditions</p> Signup and view all the answers

    What is the 'Aesthetics' dimension of product quality related to?

    <p>The look, feel, sound, taste, and smell of the product</p> Signup and view all the answers

    Which dimension of service quality is concerned with the ability to provide what was promised?

    <p>Reliability</p> Signup and view all the answers

    What is the 'Tangibles' dimension of service quality related to?

    <p>The physical facilities and appearance of personnel</p> Signup and view all the answers

    What is the 'Responsiveness' dimension of service quality concerned with?

    <p>The willingness to help customers and provide prompt service</p> Signup and view all the answers

    What percentage of unhappy customers typically do not complain to the company?

    <p>96%</p> Signup and view all the answers

    What is the estimated number of customers with problems for every complaint received?

    <p>26</p> Signup and view all the answers

    What is the percentage of customers who will do business again with a company if their complaint is resolved?

    <p>95%</p> Signup and view all the answers

    What is the first step in the complaint resolution process?

    <p>Acknowledge the problem</p> Signup and view all the answers

    What happens when customers remain unsatisfied after complaining?

    <p>They result in substantial negative word of mouth</p> Signup and view all the answers

    What is the purpose of expressing empathy in complaint resolution?

    <p>To show understanding of the customer's inconvenience</p> Signup and view all the answers

    What are the 'must-haves' in the Kano Model of Customer Requirements?

    <p>Expected requirements that cause dissatisfaction if not present</p> Signup and view all the answers

    What is the primary goal of Customer Listening Posts?

    <p>To collect information about customer needs and expectations</p> Signup and view all the answers

    What is a 'moment of truth' in the context of customer satisfaction?

    <p>Every interaction between a customer and the organization</p> Signup and view all the answers

    What is the purpose of building a Customer-Focused Organization?

    <p>To enhance the quality of customer contact</p> Signup and view all the answers

    What is the primary purpose of selecting and developing customer contact employees?

    <p>To ensure quality customer contact</p> Signup and view all the answers

    What are Customer Contact Requirements?

    <p>Measurable performance levels or expectations that define the quality of customer contact</p> Signup and view all the answers

    What is the primary consideration when designing questions and response scales in a customer survey?

    <p>Tying responses directly to key business processes</p> Signup and view all the answers

    What is a common reason why customer satisfaction efforts fail?

    <p>Failure to identify appropriate quality dimensions</p> Signup and view all the answers

    What is the primary focus of customer perceived value (CPV)?

    <p>How customers assess benefits against costs</p> Signup and view all the answers

    What is a key aspect of measuring customer loyalty?

    <p>All of the above</p> Signup and view all the answers

    Why is it important to measure customer satisfaction?

    <p>To compare with leading competitors</p> Signup and view all the answers

    What is a potential consequence of confusing loyalty with satisfaction?

    <p>Measuring the wrong aspects of customer satisfaction</p> Signup and view all the answers

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