Ch 9 Customer Management

Front 1

From an operations perspective, companies should strive to:

Back 1

Realize different customers management approaches may be appropriate for different customers

Front 2

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?

Back 2

94.5%

Front 3

With respect to lead-time performance, most logistics managers would prefer which of the following?

Back 3

A consistent 3 day lead-time

Front 4

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?

Back 4

66%

90% x 90% x 90% x 90% = 66%

Front 5

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?

Back 5

71.4%

90% x 90% x 90% x 98% = 71.4%

Front 6

Jones Company makes everyeffort to consistently meet the expectations of all of its customers. It isclear that Jones company is focused on:

Back 6

Customer satisfaction

Front 7

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?

Back 7

communication gap

Front 8

Alpha Company has aperformance standard of 97% fill rate. Last month it achieved a 94% fill rate.This is an example of:

Back 8

performance gap

Front 9

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?

Back 9

Access

Front 10

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

Back 10

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.

Front 11

The difference between a"customer success" focus and a "customer satisfaction"focus is that:

Back 11

Customer satisfaction dealswith expectations, customer success deals with requirements.

Front 12

Which customer managementapproach requires a comprehensive supply chain perspective on the part ofoperations executives?

Back 12

Customer Sucess

Front 13

Customer relationship management attempts to:

Back 13

ensure development of strategically appropriate relationships with customers

Front 14

Commitment to "customer success" is likely the best approach for a firm to use with:

Back 14

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.

Front 15

Customers which are bothlow revenue generators and low profit generators for a firm should be:

Back 15

Reviewed for possibletermination or continuation.