SCHM 2301 _ Exam 3 | UPDATED Questions with 100%
Verified Answers
Q1: Customer Success
A: Assist Customers in meeting their objectives
Q2: Customer Satisfaction
A: Meet customer expectations
Q3: Basic Service
A: Product availability, Lead Time Performance, Service Reliability
Q4: Unit Fill Rate
A: Total units delivered / Total units ordered
Q5: Line Fill Rate
A: Number of order lines delivered complete / Total order lines
Q6: Order Fill Rate
A: Total complete orders delivered / Total Orders
Q7: Lead Time
A: Time between start and end of an activity
Q8: Factors of Lead Time
A: Product Design
Order
Procurement
Production
Delivery
Q9: Service Reliability
A: Performance of all order related activities error-free
Q10: The Perfect Order
A: Delivered without failure in any order attribute
Complete, On time, Damage Free, Correct Documentation
Q11: Customer Service
A: Specifying the firm's commitment to availability, operational performance and reliability
, Q12: Factors of Customer Satisfaction
A: Reliability
Responsiveness
Access
Communication
Credibility
Security
Courtesy
Competence
Tangibles
Knowing the Customer
Q13: Customer Satisfaction Model Gaps
A: Knowledge
Standards
Performance
Communication
Perception
Satisfaction
Q14: Knowledge Gap
A: Understanding of customer needs
Q15: Standards Gap
A: Internal performance and customer expectations
Q16: Performance Gap
A: Standard and actual performance
Q17: Communication Gap
A: Actual performance and communications about performance
Q18: Perception Gap
A: Customer's view of performance and actual performance
Q19: Satisfaction Gap
A: Customer's perceptions and expectations of performance
Q20: Limitations of Customer Satisfaction
A: A Happy customer does not equal a satisfied/loyal customer
Verified Answers
Q1: Customer Success
A: Assist Customers in meeting their objectives
Q2: Customer Satisfaction
A: Meet customer expectations
Q3: Basic Service
A: Product availability, Lead Time Performance, Service Reliability
Q4: Unit Fill Rate
A: Total units delivered / Total units ordered
Q5: Line Fill Rate
A: Number of order lines delivered complete / Total order lines
Q6: Order Fill Rate
A: Total complete orders delivered / Total Orders
Q7: Lead Time
A: Time between start and end of an activity
Q8: Factors of Lead Time
A: Product Design
Order
Procurement
Production
Delivery
Q9: Service Reliability
A: Performance of all order related activities error-free
Q10: The Perfect Order
A: Delivered without failure in any order attribute
Complete, On time, Damage Free, Correct Documentation
Q11: Customer Service
A: Specifying the firm's commitment to availability, operational performance and reliability
, Q12: Factors of Customer Satisfaction
A: Reliability
Responsiveness
Access
Communication
Credibility
Security
Courtesy
Competence
Tangibles
Knowing the Customer
Q13: Customer Satisfaction Model Gaps
A: Knowledge
Standards
Performance
Communication
Perception
Satisfaction
Q14: Knowledge Gap
A: Understanding of customer needs
Q15: Standards Gap
A: Internal performance and customer expectations
Q16: Performance Gap
A: Standard and actual performance
Q17: Communication Gap
A: Actual performance and communications about performance
Q18: Perception Gap
A: Customer's view of performance and actual performance
Q19: Satisfaction Gap
A: Customer's perceptions and expectations of performance
Q20: Limitations of Customer Satisfaction
A: A Happy customer does not equal a satisfied/loyal customer
