Question 1

An approach to quality which emphasizes constant innovation, use of statistical methods and commitment to training in the fundamentals of quality assurance is method attributed to General Douglas MacArthur.

Accepted Answer

This approach is actually known as Total Quality Management (TQM) and was popularized in the 1980s, long after General MacArthur's time. TQM was developed by multiple quality experts and practitioners, and is not attributed to one individual.

Question 2

Process value analysis can't reengineer workflow or similar processes without the help of computer technology.

Accepted Answer

Process value analysis involves analyzing and rethinking processes to improve efficiency and reduce waste. While computer technology can certainly help in this process, it is not a requirement for reengineering workflows or similar processes. Manual methods, such as observation and interviews, can also be used to identify areas for improvement.

Question 3

Customers today are not tough on companies in regard to customer service because they realize how much it costs.

Accepted Answer

Customers today are more demanding than ever when it comes to customer service. They expect companies to provide fast and efficient service, and are quick to switch to a competitor if their expectations are not met. While it is true that providing good customer service can be costly for companies, it is also essential for building customer loyalty and maintaining a strong reputation in the market.

Question 4

Process reengineering analyzes work processes systematically to design new and better ones.

Accepted Answer

Process reengineering is a systematic approach to redesigning processes in order to improve performance, efficiency, and effectiveness. This involves analyzing current processes, identifying areas for improvement, and implementing new and better processes.

Question 5

CRM takes commitment and continuous attention if it is to work well.

Accepted Answer

CRM (Customer Relationship Management) is a long-term strategy for building and maintaining relationships with customers. It requires ongoing commitment and attention to ensure that customer needs are being met, communication is effective, and the overall relationship is healthy. Without consistent effort, a CRM system will not be effective and may even do more harm than good.

Question 6

The increased use of social media has had little impact on service and product quality.

Accepted Answer

The increased use of social media has had a significant impact on service and product quality. Customers can quickly and easily share their experiences and opinions on social media, which can influence the reputation of a company and affect its sales. This has pushed companies to improve their products and services to meet customer demands and expectations.

Question 7

Customers, teamwork, and revenue are central to Hammer's notion of process reengineering.

Accepted Answer

Hammer's notion of process reengineering focuses on fundamental rethinking and radical redesign of business processes to achieve dramatic improvements in critical measures of performance, such as cost, quality, service, and speed, rather than specifically on customers, teamwork, and revenue.

Question 8

Bloggers can't hurt an organization in any way that is presently known.

Accepted Answer

Bloggers can use their platform to spread negative information or reviews about an organization, potentially damaging their reputation and impacting their bottom line. This is why many companies monitor and respond to online feedback from bloggers and other influencers.

Question 9

Workflow is the movement of work from one point to another in a system.

Accepted Answer

Workflow refers to the process of moving work from one stage to another in a system. It involves the coordination and management of tasks, activities, and resources to achieve a specific goal or objective.

Question 10

The essence of process reengineering is to locate control for processes with an identifiable group of people, and to focus each person and the entire system on meeting customer needs.

Accepted Answer

Process reengineering involves redesigning business processes with the goal of improving efficiency, quality, and customer satisfaction. This often includes identifying a specific group responsible for a process and empowering them to take control and focus on meeting customer needs.

Question 11

The various parts of a work process do not all need to be completed, nor do they need to be completed in any given order to achieve desired results.

Accepted Answer

The efficiency and success of a work process often depend on completing all necessary parts and following a specific order to ensure tasks are done correctly and desired results are achieved.

Question 12

A work process is a related group of tasks that together create value for the customer.

Accepted Answer

A work process consists of a series of interrelated tasks that work together to achieve a common goal or objective, ultimately creating value for the customer.

Question 13

In a process value analysis, only those steps in the workflow found within the core processes are considered.

Accepted Answer

Process value analysis considers all steps in the workflow, including both core and support processes, to identify areas of improvement and eliminate waste.

Question 14

Social media has initiated significant changes to how companies approach service and product quality.

Accepted Answer

Social media has made it easier for customers to voice their opinions and concerns about a company's products or services. This has forced companies to prioritize service and product quality to maintain a positive reputation and customer satisfaction.

Question 15

High technology software helps companies track information on customer preferences.

Accepted Answer

High technology software, such as customer relationship management (CRM) systems or data analytics tools, can help companies collect and analyze data on customer preferences, behaviors, and interactions in order to improve their products, services, and marketing strategies.

Question 16

CRM goes back to old technologies to enhance customer service since most customers have had enough of new technologies and the problems associated with them.

Accepted Answer

The statement is not entirely accurate. While it is true that some customers may have had negative experiences with new technologies, it is not accurate to say that CRM is solely relying on old technologies. In fact, many companies are leveraging new technologies such as artificial intelligence and chatbots to enhance their customer service. The focus of CRM is more about understanding and meeting the needs of customers, regardless of the technology used.

Question 17

Most companies use CRM to establish and maintain high standards of customer service.

Accepted Answer

Customer Relationship Management (CRM) software enables companies to manage customer interactions and provide personalized service, which leads to customer satisfaction, loyalty and trust. Therefore, most companies use CRM to establish and maintain high standards of customer service.

Question 18

Customer Relationship Management (CRM) strategically tries to build lasting relationships with customers.

Accepted Answer

CRM is all about building strong and lasting relationships with customers through effective communication and meeting their needs and expectations.

Question 19

Process value analysis identifies and evaluates core processes for their performance contributions.

Accepted Answer

Process value analysis is a methodology that identifies and analyzes a company's core processes to determine their performance and contribution to the company's success. It involves evaluating the efficiency, effectiveness, and cost of each process and identifying opportunities for improvement.

Question 20

The four key terms in Hammer's definition of "work process" are "group," "together," "result," and "organization."

Accepted Answer

Michael Hammer's definition of a "work process" emphasizes the terms "inputs," "outputs," "value," and "customer," focusing on how work processes transform inputs into outputs that have value for the customer.

Quiz 19: Operations and Services Management