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15 Cards in this Set
- Front
- Back
From an operations perspective, companies should strive to: |
Realize different customers management approaches may be appropriate for different customers |
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Johnson Company has the following Data about customer orders fir the month of June: Orders Received: 5,000ordersTotal Units Ordered: 40,000 unitsTotal Units Delivered: 37,800Total Orders Delivered Complete: 4,600 What was Johnson's Unit Fill Rate? |
94.5% |
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With respect to lead-time performance, most logistics managers would prefer which of the following? |
A consistent 3 day lead-time |
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A firm has found that itprovides a 90% order fill rate (orders shipped complete), 90% on time delivery,90% of its orders arrive at customers destination in perfect condition, and 90%of the time all documentation is correct. These are all of the elements of aperfect order for this company's customers. What is the best estimate of it'sperfect order performance? |
66% 90% x 90% x 90% x 90% = 66% |
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A firm has found that itprovides a 90% order fill rate (orders shipped complete), 90% on time delivery,90% of its orders arrive at customers destination in perfect condition, and 90%of the time all documentation is correct. These are all of the elements of aperfect order for this company's customers. If the firm improves itsperformance in on-time delivery to 98%, what is its new perfect order performance? |
71.4% 90% x 90% x 90% x 98% = 71.4% |
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Jones Company makes everyeffort to consistently meet the expectations of all of its customers. It isclear that Jones company is focused on: |
Customer satisfaction |
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Jones Company promised acustomer that the customer would receive at least 98% of all items ordered. Infact, the customer received 95% of the items. This is an example of which"gap" in the customer satisfaction model? |
communication gap |
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Alpha Company has aperformance standard of 97% fill rate. Last month it achieved a 94% fill rate.This is an example of: |
performance gap |
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Zanda Company has told asupplier that it is difficult to contact people in the supplier's company tolearn the status of its orders and when they might arrive. Zanda is explainingwhich type of expectation it has of this supplier? |
Access |
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If a company has somecustomers who express that they are satisfied with the company's performance,the company can count on the fact that: |
A. Those customers arehappy. B. Those customers will continue to buy and be loyal. C. The company meets requirements of those customers. D. None of these options are correct. |
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The difference between a"customer success" focus and a "customer satisfaction"focus is that: |
Customer satisfaction dealswith expectations, customer success deals with requirements. |
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Which customer managementapproach requires a comprehensive supply chain perspective on the part ofoperations executives? |
Customer Sucess |
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Customer relationship management attempts to: |
ensure development of strategically appropriate relationships with customers |
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Commitment to "customer success" is likely the best approach for a firm to use with: |
A. All of itscustomers. B. Customers who represent a small source of revenue for the firm. C. Customers who have high expectations.D. None of these options are correct. |
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Customers which are bothlow revenue generators and low profit generators for a firm should be: |
Reviewed for possibletermination or continuation. |