Customer Focus in Quality Management

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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?

Customers are satisfied with the whole experience of the product (B) Signup and view all the answers

What is the outcome of not meeting customer expectations?

Losing customer loyalty (C) Signup and view all the answers

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

To achieve customer satisfaction and loyalty (C) Signup and view all the answers

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

The primary operating characteristics of the product (B) Signup and view all the answers

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

The probability of the product operating for a specific time and under certain conditions (B) Signup and view all the answers

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

The look, feel, sound, taste, and smell of the product (D) Signup and view all the answers

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

Reliability (B) Signup and view all the answers

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

The physical facilities and appearance of personnel (C) Signup and view all the answers

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

The willingness to help customers and provide prompt service (A) Signup and view all the answers

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

96% (D) Signup and view all the answers

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

26 (C) 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?

95% (A) Signup and view all the answers

What is the first step in the complaint resolution process?

Acknowledge the problem (D) Signup and view all the answers

What happens when customers remain unsatisfied after complaining?

They result in substantial negative word of mouth (D) Signup and view all the answers

What is the purpose of expressing empathy in complaint resolution?

To show understanding of the customer's inconvenience (C) Signup and view all the answers

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

Expected requirements that cause dissatisfaction if not present (A) Signup and view all the answers

What is the primary goal of Customer Listening Posts?

To collect information about customer needs and expectations (B) Signup and view all the answers

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

Every interaction between a customer and the organization (D) Signup and view all the answers

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

To enhance the quality of customer contact (D) Signup and view all the answers

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

To ensure quality customer contact (D) Signup and view all the answers

What are Customer Contact Requirements?

Measurable performance levels or expectations that define the quality of customer contact (C) Signup and view all the answers

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

Tying responses directly to key business processes (C) Signup and view all the answers

What is a common reason why customer satisfaction efforts fail?

Failure to identify appropriate quality dimensions (A) Signup and view all the answers

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

How customers assess benefits against costs (C) Signup and view all the answers

What is a key aspect of measuring customer loyalty?

All of the above (D) Signup and view all the answers

Why is it important to measure customer satisfaction?

To compare with leading competitors (D) Signup and view all the answers

What is a potential consequence of confusing loyalty with satisfaction?

Measuring the wrong aspects of customer satisfaction (A) Signup and view all the answers