OSCM 3340 a) eliminate variation in the production processes b) eliminate errors
ID: 348063 • Letter: O
Question
OSCM 3340 a) eliminate variation in the production processes b) eliminate errors caused by production workers c) eliminate scrap or wasted resources d) raise the morale of the production workers e) none of these According to the logic of the text, the three strategies for mistake-proofing processes are intended to Quality management systems, such as ISO 9001, become truly beneficial to product/service quality through a) mandatory gage calibration procedures b) auditing c) strict adherence to job descriptions d) skilled labor e) none of these According to the text, customer satisfaction only drives profitability only in the short-term because it guarantees that no customer will receive a defective product. once a customer is satisfied, they will be loyal. the long-run cost of marketing are greater than the costs of maintaining satisfaction. it can easily be lost. none of these a) b) c) d) e) NPVC can be used to segment customers into categories such that a) customers with a low value are favored because they are less risky. b) customers with a high value are favored because they are more profitable. c) the geographic (or demographic) properties can be easily identified d) the geographic (or demographic) properties can be assigned a numerical value. e) none of these It is important for companies to understand customer segmentation in order to better identify the specific requirements of a target group. design the best workplace for quality production. define a strategy to satisfy all potential customers. know the best way to chop them up. none of these a) b) c) d) e) According to the Kano Model, the group f requirements referred to as "dissatisfiers" are features that a) will dissatisfy the customers if present. b) will dissatisfy the customers if not present. c) customers did not expect and really made them angry. d) are defective e) none of these customer comment cards at the point of purchase (eg. on the table of a restaurant) can be useful if the compan want to know a) the most important issue is to their customer base. b) how the average customer feels about their product/service. c) what the average customer would suggest to improve their experience. d) who their customers are e) none of theseExplanation / Answer
7. (b) eliminate errors caused by production workers
Because mistake proofing is used where a process step is identified where the chances of occurrence of mistakes are high
8. (C) strict adherence to job description
Because it provides standardized requirements and make sure that all the departments are focused on following those requirements
9. (b) once a customer is satisfied, they will be loyal
Because initially, the company need to put more efforts to understand the need efficiently and then satisfy the customers effectively in the cost of the profitability but once the customer becomes loyal then the gain is much higher in the long term for the company
10. (b) Customers with a high value are favored because they are more profitable
NPVC means Net Present Value Concept, so the company nowadays are segmenting the market on this basis and target these high NPVC customers to enjoy more profit
11. (a) To better identify the specific requirements of the target group
because in the customer segmentation the company will segment the entire market into different segments and then understand their need and then make an internal analysis to understand what are their target audience and what are their needs
12. (b) will dissatisfy the customers if not present
for example if a customer wants to buy a car, then he expects that brakes must be present in the car if the brakes are not present then it will be a dissatisfier
13. (a) the most important issue is to their customer base
Because that comment card is a feedback
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