Chapter 7

Question 1

Business performance

Answer 1

TO BE ANSWERED…

Question 2

Communicating with customers

Answer 2

TO BE ANSWERED…

Question 3

Customer

Answer 3

TO BE ANSWERED…

Question 4

Customer-defined quality

Answer 4

TO BE ANSWERED…

Question 5

Customer focus

Answer 5

TO BE ANSWERED…

Question 6

Customer loyalty model

Answer 6

TO BE ANSWERED…

Question 7

Customer profitability

Answer 7

TO BE ANSWERED…

Question 8

Customer satisfaction

Answer 8

TO BE ANSWERED…

Question 9

Customer value analysis

Answer 9

TO BE ANSWERED…

Question 10

External customers

Answer 10

TO BE ANSWERED…

Question 11

Financial outcomes

Answer 11

TO BE ANSWERED…

Question 12

Global perceptions

Answer 12

TO BE ANSWERED…

Question 13

Information-gathering plan

Answer 13

TO BE ANSWERED…

Question 14

Innovation partnership approach

Answer 14

TO BE ANSWERED…

Question 15

Internal customers

Answer 15

TO BE ANSWERED…

Question 16

Loyalty behaviors

Answer 16

TO BE ANSWERED…

Question 17

Quality function deployment (QFD)

Answer 17

TO BE ANSWERED…

Question 18

Registered complaints

Answer 18

TO BE ANSWERED…

Question 19

Reliable customers

Answer 19

TO BE ANSWERED…

Question 20

Supplier

Answer 20

TO BE ANSWERED…

Question 21

Test customers

Answer 21

TO BE ANSWERED…

Question 22

Unregistered complaints

Answer 22

TO BE ANSWERED…

Question 23

Explain the contemporary concepts of Customer and Supplier.

Answer 23

TO BE ANSWERED…

Question 24

How does the contemporary view of customers and suppliers differ from the more traditional view?

Answer 24

TO BE ANSWERED…

Question 25

Explain the role of the customer in a total quality setting.

Answer 25

TO BE ANSWERED...

Question 26

What is a reliable customer?

Answer 26

TO BE ANSWERED...

Question 27

What role does customer satisfaction play in the development of reliable customers?

Answer 27

TO BE ANSWERED...

Question 28

How is customer satisfaction ensured?

Answer 28

TO BE ANSWERED...

Question 29

Briefly describe what is meant by an organization that has customer focus.

Answer 29

TO BE ANSWERED...

Question 30

How does an organization go about establishing a customer focus?

Answer 30

TO BE ANSWERED...

Question 31

Explain the six-step strategy for identifying customer needs.

Answer 31

TO BE ANSWERED...

Question 32

Describe how organizations should go about communicating with their customers.

Answer 32

TO BE ANSWERED...

Question 33

Explain briefly the concept of QFD and how it relates to customer satisfaction.

Answer 33

TO BE ANSWERED...

Question 34

Explain why it is important to measure customer retention.

Answer 34

TO BE ANSWERED...

Question 35

Explain why just meeting customer specifications might not produce customer satisfaction.

Answer 35

TO BE ANSWERED...

Question 36

Describe the customer loyalty model.

Answer 36

TO BE ANSWERED...

Question 37

Explain the concept of customers as innovation partners and how to implement the concept.

Answer 37

TO BE ANSWERED...