Deck 6: Quality in Customer Supplier Relationships

Question 1

One common form that cooperation takes is the early involvement of suppliers in the design of new products.

Answer 1

True

Question 2

In a product market transaction, customer satisfaction or dissatisfaction takes place during moments of truth.

Answer 2

False

Question 3

The upstream portion of the supply chain has little impact on the quality of goods and services that downstream customers receive.

Answer 3

False

Question 4

Quality function deployment (QFD) allows people to see how aspects of their products and services relate to customer satisfaction.

Question 5

The foundation of trust which forms the basis of effective customer-supplier relationships is what Juran describes as the "pattern of collaboration."

Question 6

From the total quality (TQ) perspective, every company is part of a long chain of customers and suppliers.

Question 7

Service standards might include technical standards or behavioral standards.

Question 8

Adhering strictly to job descriptions and performing only the listed duties is one of the governing principles that describe customer-supplier relationships under total quality.

Question 9

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

Question 10

The goal of building partnerships with customers and suppliers can be seen as an extension of the teamwork principle that applies to all TQ activities.

Question 11

Customer engagement software is designed to help companies increase customer loyalty, target their most profitable customers, and streamline customer communication processes.

Question 12

One of the challenges of monitoring the Internet for information is that unlike a focus group or telephone interview, inaccurate perceptions or factual errors cannot be corrected.

Question 13

Moments of truth may be direct contacts with customer representatives or service personnel, or when customers read letters, invoices, or other company correspondence.

Question 14

Along with the obvious teamwork implications for relationships based on trust versus suspicion, monitoring supplier or customer behavior adds value to the product.

Question 15

In the Malcolm Baldrige criteria, one of the key questions is how a company collects and analyzes customer and market needs, expectations, and opportunities, and relates them to the development of strategies.

Question 16

Firms pursuing TQ aim to reduce the number of suppliers they work with to the point of having only one supplier for some components.

Question 17

Multiple levels of review and inspection reduces the cost incurred by the suppliers.

Question 18

Customers are more likely to switch because of product quality issues than for perceived service problems.

Question 19

"Implication" refers to the collection of associations and emotions unconsciously linked to a word, concept, or experience.

Question 20

One of the benefits of reducing the number of suppliers is that there are fewer "special causes" of variation.

Question 21

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

Question 22

_____ refers to customers' investment in or commitment to a brand and product offerings.

A) Customer perception
B) Customer support
C) Customer engagement
D) Customer service

Question 23

Quality customer-supplier relationships are seen from the total quality (TQ) perspective as consisting of mutually beneficial partnerships.

Question 24

Both RDP and TQ share the idea that:

A) organizations must exclusively focus on satisfying the demands of the customers.
B) interdependence should be managed by gaining total control over the other organization.
C) managing interdependencies with other organizations is a key to success.
D) the sources of an organization's success lie within its boundaries.

Question 25

The Resource Dependence Perspective deals with how organizations manage to get the resources they need from their environment.

Question 26

Characteristics of _____ include customer retention and loyalty, customers' willingness to make an effort to do business with the organization, and customers' willingness to actively advocate for and recommend the brand and product offerings.

A) customer service
B) customer engagement
C) customer support
D) customer perception

Question 27

One of the key principles of integrative bargaining says that fair solutions result from the personalities of the negotiators rather than deciding on the criteria on which to evaluate the result.

Question 28

Security concerns in customer-supplier relationships can be dealt with through nondisclosure agreements.

Question 29

In Japanese, the word _____ means both "customer" and "honorable guest. "

A) seiketsu
B) okyakusama
C) kaizen
D) shitsuke

Question 30

Other than the four identified by Gersuny and Rosengren, a fifth role for customers is to be a key outcome, or product, of value-creating transformation activities.

Question 31

_____ developed a useful framework to distinguish between adversarial and teamwork relationships with suppliers.

A) Joseph Juran
B) W. Edwards Deming
C) Philip B. Crosby
D) Jeffrey Pfeffer

Question 32

_____ are those companies that provide the organization with goods and services that help them to satisfy the needs of their own customers.

A) Delighters
B) Suppliers
C) Retailers
D) Satisfiers

Question 33

Which of the following terms refer to meeting customer needs rather than simply trying to conform to specifications?

A) Policy deployment
B) Fitness for use
C) Least cost benefit
D) Benchmarking

Question 34

According to the Resource Dependence Perspective, the effectiveness of an organization should be understood in terms of how well it meets the demands of internal groups and organizations that are concerned with its actions and products.

Question 35

One of the key ideas of integrative bargaining-invent options for mutual gain-refers to the fact that it is easy to make decisions in the presence of an adversary.

Question 36

One similarity between TQ and the RDP is that they both believe that managing interdependencies with other organizations is a key to success.

Question 37

Unlike Resource Dependence Perspective, the total quality perspective recognizes that organizations must satisfy the demands of not only customers, but also other entities in the environment including various government agencies, interest groups, shareholders, and-to some extent -society as a whole.

Question 38

Executives of Credit Suisse practice _____, by which they watch customers, perform typical customer tasks, such as exchanging foreign currency or navigate the firm's own website, and even spend a day in a wheelchair to understand the challenges that disabled customers face.

A) experience illusion
B) experience immersion
C) quality function deployment
D) pattern of collaboration

Question 39

A _____ includes the materials and other inputs purchased from suppliers, their use in the production of goods and services.

A) supply chain
B) consumption chain
C) semantic network
D) associative network

Question 40

The third principle of effective customer-supplier relationship which states that the relationship must be based on trust rather than suspicion was described as pattern of collaboration by _____.

A) Joseph Juran
B) Edwards Deming
C) Philip B. Crosby
D) Frederick Taylor

Question 41

In relation to an approach to get into customers' minds, _____ refers to the collection of associations and emotions unconsciously linked to a word, concept, or experience.

A) implication
B) imprint
C) moments of truth
D) illusion

Question 42

The metric net promoter score was developed by _____.

A) Edwards Deming
B) Frederick Taylor
C) Joseph Juran
D) Fred Reichheld

Question 43

With respect to customer satisfaction attributes, _____ is an image attribute.

A) exception handling
B) reliability
C) on-time delivery
D) usability

Question 44

With respect to customer satisfaction attributes, _____ is a product attribute.

A) price
B) usability
C) exception handling
D) on-time delivery

Question 45

In services, customer satisfaction or dissatisfaction takes place during instances in which a customer comes in contact with an employee of the company. These instances are called:

A) moments of truth.
B) critical to quality moments.
C) turning points.
D) focal points.

Question 46

_____ software is designed to help organizations increase customer loyalty, target their most profitable customers, and streamline customer communication processes.

A) Customer imprint
B) Customer relationship management
C) Customer service support
D) Customer interrelationship

Question 47

As per the net promoter score, _____ is the term used for customers who are satisfied but may switch to competitors.

A) executors
B) passives
C) detractors
D) promoters

Question 48

As per the net promoter score, scores of 6 or below represent _____.

A) passives
B) promoters
C) satisfiers
D) detractors

Question 49

Integrative bargaining is also called:

A) distributive negotiation.
B) principled negotiation.
C) positional negotiation.
D) hard-bargaining negotiation.

Question 50

With respect to customer satisfaction attributes, _____ is a service attribute.

A) process variance
B) accountability
C) usability
D) price

Question 51

A formal approach to getting into customers' minds that involves looking deeply into people's past experiences for events and experiences that generated strong emotions at an early age is called:

A) imprint analysis.
B) subliminal decoding.
C) dream analysis.
D) suggestion mapping.

Question 52

In the context of integrative bargaining, fair solutions result from deciding on the:

A) criteria on which to evaluate the result.
B) personalities of the negotiators.
C) feasibility of the solution.
D) degree of compromise the adversary is willing to make.

Question 53

Which of the following is a key idea of integrative bargaining?

A) Integrate people and the problem
B) Focus more on positions than interests
C) Invent options for self-gain
D) Insist on using objective criteria

Question 54

As per the net promoter score, scores of 9 and 10 are usually associated with _____.

A) promoters
B) passives
C) detractors
D) dissatisfiers

Question 55

_____ are measurable performance levels or expectations that define the quality of customer contact.

A) Satisfaction standards
B) Features and benefits
C) Contact quality measures
D) Service standards

Question 56

Translating customer needs into product features can be done in a structured manner using:

A) the Delphi method.
B) competitive intelligence.
C) quality function deployment.
D) flowcharting.

Question 57

In relation to the practices for dealing with customers, _____ is the next step after people in the organization have gathered information about customer needs.

A) using the information to create process variance
B) measuring customers' levels of loyalty and engagement
C) measuring customers' perceptions of satisfaction
D) broadcasting the information collected within the organization

Question 58

As per the net promoter score, scores of 7 and 8 are usually associated with _____.

A) passives
B) promoters
C) detractors
D) dissatisfiers

Question 59

While dealing with suppliers, it is important to:

A) base purchasing decisions on cost; not quality.
B) increase the number of suppliers.
C) establish short-term contracts.
D) measure and certify supplier performance.

Question 60

Customer relationship management helps firms gain and maintain competitive advantage by:

A) integrating markets irrespective of demography or behavioral characteristics.
B) streamlining processes around traditional functions rather than customers.
C) continuing making products that better meet customers' needs and provide increased value.
D) forecasting customer retention and defection rates.

Question 61

What are the key principles for effective customer-supplier relationships?

Question 62

How does CRM help firms gain and maintain competitive advantage?

Question 63

What is the impact of suppliers on performance excellence?

Question 64

Describe imprint analysis.

Question 65

List the practices used to improve customer-supplier relationships.

Question 66

List the three guiding principles upon which a strong customer/supplier relationship is based.

Question 67

Discuss the roles for customers identified by Gersuny and Rosengren.

Question 68

What are the benefits of reducing the number of suppliers?

Question 69

_____ is the difference in the percentage of promoters and detractors.

A) collaboration spectrum
B) net promoter score
C) imprint scale
D) core competency score

Question 70

Which of the following ideas of integrative bargaining deals with eliminating emotions from issues, forcing participants to work together to attack the problem and not each other?

A) Focusing on interest, not positions
B) Inventing options for mutual gain
C) Separating the people from the problem
D) Insisting on using objective criteria

Question 71

According to Gersuny and Rosengren, customers have four distinct roles. Which of the following is one of them?

A) Distributor
B) Supplier
C) Coworker
D) Employer

Question 72

List the key ideas of integrative bargaining.

Question 73

Describe the role of customer engagement in performance excellence.

Question 74

Many firms use a metric called _____ to measure customer loyalty and engagement.

A) collaboration spectrum
B) net promoter score
C) imprint scale
D) core competency score

Question 75

The Resource Dependence Perspective was developed by:

A) Philip B. Crosby and Jeffrey Pfeffer
B) Jeffrey Pfeffer and Gerald Salancik.
C) Joseph Juran and Philip B. Crosby.
D) Edwards Deming and Joseph Juran.

Question 76

What is the benefit of the teamwork approach in customer-supplier relationships?

Question 77

What is the TQ view on customer-supplier relationships?

Question 78

What are the commonly used factors to measure customer loyalty and engagement?

Question 79

The most important similarity between the Resource Dependence Perspective and Total Quality is their mutual emphasis on the idea:

A) of internal customers as a key quality perspective.
B) that human resources are the key competitive edge for any organization.
C) that the sources of an organization's success lie outside its boundaries.
D) of constituencies of quality at different levels of the organization.

Question 80

List some of the most popular ways of collecting information about customers.