Brainscape's Knowledge GenomeTM

Browse over 1 million classes created by top students, professors, publishers, and experts.


See full index

MGMT 4340 Quality > Chapter 7 > Flashcards

Chapter 7 Flashcards

1
Q

Business performance

A

TO BE ANSWERED…

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
2
Q

Communicating with customers

A

TO BE ANSWERED…

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
3
Q

Customer

A

TO BE ANSWERED…

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
4
Q

Customer-defined quality

A

TO BE ANSWERED…

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
5
Q

Customer focus

A

TO BE ANSWERED…

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
6
Q

Customer loyalty model

A

TO BE ANSWERED…

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
7
Q

Customer profitability

A

TO BE ANSWERED…

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
8
Q

Customer satisfaction

A

TO BE ANSWERED…

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
9
Q

Customer value analysis

A

TO BE ANSWERED…

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
10
Q

External customers

A

TO BE ANSWERED…

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
11
Q

Financial outcomes

A

TO BE ANSWERED…

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
12
Q

Global perceptions

A

TO BE ANSWERED…

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
13
Q

Information-gathering plan

A

TO BE ANSWERED…

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
14
Q

Innovation partnership approach

A

TO BE ANSWERED…

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
15
Q

Internal customers

A

TO BE ANSWERED…

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
16
Q

Loyalty behaviors

A

TO BE ANSWERED…

17
Q

Quality function deployment (QFD)

A

TO BE ANSWERED…

18
Q

Registered complaints

A

TO BE ANSWERED…

19
Q

Reliable customers

A

TO BE ANSWERED…

20
Q

Supplier

A

TO BE ANSWERED…

21
Q

Test customers

A

TO BE ANSWERED…

22
Q

Unregistered complaints

A

TO BE ANSWERED…

23
Q

Explain the contemporary concepts of Customer and Supplier.

A

TO BE ANSWERED…

24
Q

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

A

TO BE ANSWERED…

25
Q

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

A

TO BE ANSWERED…

26
Q

What is a reliable customer?

A

TO BE ANSWERED…

27
Q

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

A

TO BE ANSWERED…

28
Q

How is customer satisfaction ensured?

A

TO BE ANSWERED…

29
Q

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

A

TO BE ANSWERED…

30
Q

How does an organization go about establishing a customer focus?

A

TO BE ANSWERED…

31
Q

Explain the six-step strategy for identifying customer needs.

A

TO BE ANSWERED…

32
Q

Describe how organizations should go about communicating with their customers.

A

TO BE ANSWERED…

33
Q

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

A

TO BE ANSWERED…

34
Q

Explain why it is important to measure customer retention.

A

TO BE ANSWERED…

35
Q

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

A

TO BE ANSWERED…

36
Q

Describe the customer loyalty model.

A

TO BE ANSWERED…

37
Q

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

A

TO BE ANSWERED…

MGMT 4340 Quality (9 decks)

Brainscape helps you reach your goals faster, through stronger study habits.
© 2024 Bold Learning Solutions. Terms and Conditions