Chapter 9 Flashcards

1
Q

Customer Service Management

A

the design and execution of the processes that provide customers with products and services they desire

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

Three Levels of Customer Commitment

A

Customer Success
Customer Satisfaction
Basic Service

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

Six Basic “Rights”

A
amount 
product
place
time
condition 
information
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
4
Q

Basic Service

A

a suppler’s ability to provide product availability, lead-time performance, and service reliability

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

Product Availability

A

the capacity to have inventory present when and where it is desired by a customer

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

Fill Rate

A

a measure of the impact of stock-outs over time or over multiple orders from customers

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

Unit Fill Rate

A

total units delivered / total units ordered

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

Line Fill Rate

A

number of order lines delivered complete / total order lines

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

Order Fill Rate

A

total complete orders delivered / total orders

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

Order-to-Delivery (OTD) Lead Time

A

the time that passes from the instant the customer places an order to the instant that the customer receives the product

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

Four Market Orientations

A

Engineer to Order (ETO)
Make to Order (MTO)
Assemble to Order (ATO)
Make to Stock (MTS)

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

Service Reliability

A

a firm’s ability to perform all order-related activities error-free

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

Perfect Order

A

the notion that an order should be delivered without failure in any attribute

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

Knowledge Gap

A

the gap between customers’ real expectations and managers’ perceptions of those expectations

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

Standards Gap

A

the gap that exists when internal performance standards do not adequately or accurately reflect customer expectations

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

Performance Gap

A

the difference between standard and actual performance

17
Q

Communications Gap

A

the difference between a company’s actual performance and what a company communicates about its performance

18
Q

Perception Gap

A

the gap that exists when customers perceive performance to be different than actually provided

19
Q

Satisfaction Gap

A

the difference between perceived performance and the customer’s expectation regarding performance

20
Q

Customer Success

A

helping customers to meet their real business requirements

21
Q

Customer Relationship Management (CRM)

A

a software and information technology based approach used to collect and analyze consumer data from numerous sources for the purpose of developing strategically appropriate relationships with customers

22
Q

Customer Success Chart is a function of:

A

profit (x) and revenue (y)

23
Q

10 Consumer Expectations

A
Reliability
Responsiveness 
Access
Communication 
Credibility
Security
Courtesy
Competence
Tangibles
Knowing the Customer
24
Q

Five Lead-Times

A
Product Design (engineer to order) 
Procurement (Make to order) 
Production (Assemble/make to order)
Delivery (Make to stock)
Order (Make to stock)
25
Q

Components of Customer Expectations (3)

A

Word-of-Mouth Communication
Requirements
Past Experience