Quiz 4

Question 1

To be a benchmark, a target must be willing to allow competitors to view its operations and tour its facilities. A target would be willing to allow this because

Answer 1

openness to competitors provides an impetus for continual improvement within the benchmark firm.

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competitive advantage can be gained through creating psychological barriers to competition.

Question 2

Focusing benchmarking efforts on only one area of operations is termed:[On Cheat Sheet]

Answer 2

Functional.

Question 3

Which is true of total factor productivity measures vs. individual measures?

Answer 3

Individual measures offer only partial understanding of a company’s production efficiency.

Question 4

Per the closed-loop customer-relationship model[On Cheat Sheet]

Answer 4

effective guarantees given to the customer should be unconditional, meaningful, and understandable.

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complaint resolution typically involves acknowledging the customer’s loss of time, patience, and/or money.

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feedback pertains to both feedback to the customer that the problem has been resolved and feedback to the firm to support process improvements.

Question 5

Which of the following accurately describes focus groups? Focus groups

Answer 5

limit both topics and types of individuals within the group.

Question 6

The four steps to developing a useful customer service survey are:[On Cheat Sheet]

Answer 6

identify customer requirements, develop and validate the instrument, implement the survey, and analyze results.

Question 7

When analyzing survey data, using simple analysis techniques may be preferable because:

Answer 7

Simpler analysis is easier to communicate to managers and coworkers who will use the findings.

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Simple analysis of responses conveys the needed information, and more sophisticated techniques could be applied subsequently, if necessary.

Question 8

An example of passively-solicited customer feedback tool is:

Answer 8

Toll-free complaint line.

Question 9

Customer retention can be improved by offering.[On Cheat Sheet]

Answer 9

complaint mechanisms and corrective actions.

Question 10

Which of the following is not considered to be a key problem with benchmarking?[On Cheat Sheet]

Answer 10

Lack of employee involvement within the benchmarking firms.