Which

one of the following is the first step in supplier development?

Which

one of the following is a core activity in the value chain?

Which

one of the following terms is defined as being a systems-based approach to

performance improvement that leverages opportunities created by upstream and

downstream linkages with suppliers and customers?

Which of the following statements are correct?

a) 

One of the differences between services and manufacturing is

tangibility. This means that services cannot be inventoried or carried in stock

over long periods of time.

b) 

A services blueprint is a flowchart that isolates potential

fail points in a process. There are four steps to developing a service

blueprint, namely identify processes, isolate fail points, establish a time

frame, and analyse profits.

c) 

A customer benefits package consists of both intangibles

that define the service and

tangibles that make up the service

d) 

Component reliability is defined as the propensity of a part

to fail over a given time.

Which of the following statements are correct?

a) 

The goal of financial benchmarking is to perform financial analysis and

compare the results in an effort to assess overall competitiveness.

b) 

In benchmarking, it is important to understand only the target firm’s

key business factors.

c) 

Business process benchmarking is based on the concept of 5w2h. It is

labelled as such because a business process benchmarking project should result

in the answers to seven questions: who, what, when, where, why, how and how

much.

d) 

Benchmarking comprises 10 steps. Recalibrating the benchmark is one of

the steps, which means that benchmarking is a once-off process in the best

firms.

What is the first step in the product development

process?

Which

of the following determinants of service quality is related to trustworthiness,

believability, honesty and having the customer's best interests at heart?

Which

of the following steps of Xerox's 10-step benchmarking process helps companies to

prioritise which areas are the first candidates for change and improvement?

Which of the following statements are correct?

a) 

Internal customers are employees receiving goods or services

from within the same firm and are the ultimate people that must be satisfied by

the work done.

b) 

The first component of a complaint resolution process is

contrition. The firm should apologise for the mistake made and invoke Macy’s

mantra that “the customer is always right”.

c) 

To be effective, a guarantee should be unconditional,

meaningful, understandable, communicable and painless to invoke.

d) 

Gap 5 of the SERVQUAL model is the difference between

expected service and service delivery.

e) 

There are four steps in developing a useful survey:

identifying customer requirements, developing and validating the instrument,

implementing the instrument and analysing the results.

Calculate the ratio of prevention to failure costs,

based on the information provided below.