Customer satisfaction is the result of the right combination of: a. Quality, time and product warranty b. Discounts, quality and customer support c. Cost, quality and time 18. Defective products per million produced is an example of a(n): a. Innovation process measure b. Service-after-sale process measure c. Operations process measure
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14. Customer satisfaction is the result of the right combination of:
a. Quality, time and product warranty
b. Discounts, quality and customer support
c. Cost, quality and time
18. Defective products per million produced is an example of a(n):
a. Innovation process measure
b. Service-after-sale process measure
c. Operations process measure
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- 3- Which one of the following options describes the process for determining what and how a customer wants a product to perform? a. Customer complains b. Needs identification c. After sales service d. Customer loyaltyProvide two examples for each element: A. Expected benefits. B. RisksAn important consideration in establishing a measure map includes determining the a. mission of the organization b. leading and lagging indicators c. standard costs of the products being manufactured d. net income of the company
- The three key philosophies of TQM are O a. Reducing cost, continuous improvement and involvement of all employees in the organization O b. Customer satisfaction, continuous improvement and involvement of all employees in the organization Oc. Reducing cost, customer satisfaction and involvement of all employees in the organization. O d. Customer satisfaction, supplier and quality improvement O e. None of theseBelow is a table of data collected over a six-month period in a local grocery store. Construct a Pareto analysis of the data and determine the percentage of total complaints represented by the two most common categories. Please round your answer to the nearest whole number and only submit the numerical answer & do not use any % symbols (e.g., enter 82, not 82% or .82). All Other 71 Checker 59 General 58 Service Level 55 Policy/Procedures 40 Price Marking 45 Product Quality 87 Product Request 105 Checkout Queue 33 Stock Condition 170Operating decisions can include: A.measuring performance against benchmarks B.deciding whether to add new products of drop existing ones C.developing benchmarks D.monitoring efficiency (such as raw material wastage on a production line）
- Which of the following theorists suggests “a reduction in variation of a product or process represents a lower loss to organization and its customers”?Which of the following are plan quality tools and techniques? (select all correct answers) Benchmarking Risk data quality analysis Flowcharting Cost-benefit analysis Cost of qualityThe following are true statements about quality systems except: a. The FDA’s quality systems regulations are highly prescriptive and subject to limited interpretation b. Senior executives have ultimate legal responsibility for the effectiveness of the company’s quality system c. Companies can implement their quality systems in a progressive manner, focusing on those elements most relevant to their stage of growth d. Quality systems can be a source of competitive advantage for a company
- Below is a table of data collected over a six-month period in a local grocery store. Construct a Pareto analysis of the data and determine the percentage of total complaints represented by the two most common categories. all other 71 checked 59 general 58 service level 55 policy/procedures 40 price marketing 45 product quality 87 product request 105 checkout que 33 stock condition 170 what is the percentage of total complaints?Q1. The elimination or minimisation of waste from activities within enterprises is an important element of most performance improvement methods. Explain then main types of waste and give examples of how these wastes can be hidden with the normal operations of a firm. Q2. A local manufacturing firm which produces make to stock high added value products for the pharmaceutical industry has recently been requested by its owner to provide a proposal on the benefits of a predictive performance model and methodology from a workshop that you have recently completed. You are requested to produce the following report:1. Review the current state of the practice of performance management and reporting within this category of firms.2. Suggest a suite of appropriate key performance measures.3. Explain the benefits and challenges of an Ex-Ante or PredictivePerformance Demand Model approach to enterprise performancemanagement.4. Recommend a methodology on how this type of Enterprise PerformanceModel…Q44 ___________ is based on the idea that customer expectations of the service they will receive shape their perception of the actual service encounter. Select one: a. Service recovery b. Service quality c. Service satisfaction d. Service action