Deck 6: Quality in Customer-Supplier Relationships

Question 1

Generating loyalty is the primary goal of customer engagement.

Answer 1

False

Question 2

Maintaining clarity in job descriptions is an essential part of building effective customer-supplier relationships.

Answer 2

False

Question 3

The foundation of trust which forms the basis of effective CSRs is what Juran describes as the "pattern of collaboration."

Answer 3

True

Question 4

Many companies in Japan do not inspect items purchased from other companies in Japan.

Question 5

One way to ensure that measurement is appropriate is to collect information on both the importance and the performance of key quality characteristics.

Question 6

The first and most obvious practice to achieve performance excellence is that purchasing decisions should be based on the product's cost.

Question 7

Juran recommends joint quality planning between customers and suppliers, featuring the exchange of quality-related information.

Question 8

TQ advocates enlarging the concept of customers to include all those who have a stake in the organization and that satisfying customers alone will not necessarily guarantee continued success.

Question 9

Quality customer-supplier relationships are seen from the Resource Dependence Perspective as consisting of mutually beneficial partnerships.

Question 10

The RDP shares with TQ similar views on the management methods of interdependence between organizations.

Question 11

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.

Question 12

Kano's model of customer requirement identifies three classes of customer needs. Which of the following is not one of them?

A) Essentials
B) Dissatisfiers
C) Satisfiers
D) Exciters/Delighters

Question 13

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.

Question 14

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

Question 15

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.

Question 16

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

Question 17

According to Gersuny and Rosengren, customers have four distinct roles. Which of the following is not one of them?

A) Worker (or coworker)
B) Buyer
C) Supplier
D) Beneficiary (or user)

Question 18

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.

Question 19

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.

Question 20

List some of the methods of collecting information.

Question 21

What are moments of truth?

Question 22

Describe service standards.

Question 23

Briefly describe the Resource Dependence Perspective.

Question 24

List the similarities of the Resource Dependence Perspective and Total Quality.

Question 25

Describe integrative bargaining.