Question 1

0 out of 1 points

From an operations perspective, companies should strive to:

Realize, different customer management approaches may be appropriate for different
customers

Question 2
0 out of 1 points

Which measure of basic service will most likely show poorest performance for a firm?
Perfect orders

Question 3
0 out of 1 points

Commitment to "customer success" is likely the best approach for a firm to use with:
Customer satisfaction deals with expectations, customer success deals with
requirements.

Question 4
0 out of 1 points

With respect to lead-time performance, most customers would prefer which of the
following from a supplier?
A consistent 3 day lead time

Question 5
1 out of 1 points

Johnson Company has the following data about customer orders for the month of June:
Orders Received: 5,000 orders
Total Units Ordered: 40,000 units
Total Units Delivered: 37,800
Total Orders Delivered Complete: 4,600
What was Johnson's unit fill rate?

94.5%

Question 6
0 out of 1 points

Refer to the following information. What is the order fill rate?

Units Ordered
# of Order Lines Units Delivered
Delivered Complete Orders Delivered Complete
2,000
30,000
6,000
28,500
5,600
1,820
Orders

Lines

Question 7
1 out of 1 points

Order-to-delivery lead time generally would be longest for which type of product?
One that is engineered to order

Question 8
1 out of 1 points

Customer relationship management attempts to:

ensure development of strategically appropriate relationships with

customers

Question 9
0 out of 1 points

If a company has some customers who express that they are satisfied with the
company's performance, the company can count on the fact that:

D. None of these options are correct.

Question 10
0 out of 1 points

The difference between a "customer success" focus and a "customer satisfaction"

focus is that
Customer satisfaction deals with expectations, customer success deals with
requirements