Question 1

The foundation of trust which forms the basis of effective CSRs is what Juran describes as the "pattern of collaboration."

Accepted Answer

A) True 
 B)False

Question 2

Which of the following is not one of the guidelines for purchase decisions?

Accepted Answer

A)   Purchasing decisions should be based primarily on the product cost.
B)   Purchasing personnel traditionally have been rewarded primarily for negotiating low prices.
C)   Low purchase cost often does not equal low overall cost.
D)   Pressing suppliers for ever-lower prices will minimize their profits.

Question 3

List the similarities of the Resource Dependence Perspective and Total Quality.

Accepted Answer

The most important similarity between th...

Question 4

One way to ensure that measurement is appropriate is to collect information on both the importance and the performance of key quality characteristics.

Accepted Answer

A) True 
 B)False

Question 5

Briefly describe the Resource Dependence Perspective.

Accepted Answer

The Resource Dependence Perspective (RDP), developed by Jeffrey Pfeffer and Gerald Salancik, is the organizational theory most directly comparable to the TQ view of customer-supplier relations. This perspective deals with how organizations manage to get the resources they need from their environment.

Question 6

Many companies in Japan do not inspect items purchased from other companies in Japan.

Accepted Answer

A) True 
 B)False

Question 7

According to Gersuny and Rosengren, customers have four distinct roles. Which of the following is not one of them?

Accepted Answer

A)   Worker (or coworker) 
B)   Buyer
C)   Supplier
D)   Beneficiary (or user)

Question 8

What are moments of truth?

Accepted Answer

In services, customer satisfaction or di...

Question 9

The key ideas of integrative bargaining are all of the following except:

Accepted Answer

A)   separate the people from the problem.
B)   focus on interests, not positions.
C)   invent options for mutual gain.
D)   insist on using subjective criteria. D

Question 10

Which of the following is not a popular method of collecting information?

Accepted Answer

A)   Getting workers involved in collecting information.
B)   Top managers acting as customers of their own organization.
C)   Inviting customers to inspect plant and operational facilities.
D)   Monitoring the Internet.

Question 11

Quality customer-supplier relationships are seen from the Resource Dependence Perspective as consisting of mutually beneficial partnerships.

Accepted Answer

A) True 
 B)False

Question 12

The first and most obvious practice to achieve performance excellence is that purchasing decisions should be based on the product's cost.

Accepted Answer

A) True 
 B)False

Question 13

Customer-supplier relationships under total quality are based on all of the following principles except:

Accepted Answer

A)   observing standard operating procedures and maintaining rigid job-boundaries.
B)   development of win-win relationships between customers and suppliers.
C)   establishing relationships based on trust.
D)   recognition of the strategic importance of customers and suppliers.

Question 14

Juran recommends joint quality planning between customers and suppliers, featuring the exchange of quality-related information.

Accepted Answer

A) True 
 B)False  True

Question 15

Kano's model of customer requirement identifies three classes of customer needs. Which of the following is not one of them?

Accepted Answer

A)   Essentials
B)   Dissatisfiers
C)   Satisfiers
D)   Exciters/Delighters

Question 16

List some of the methods of collecting information.

Accepted Answer

Some of the most popular ways to collect...

Question 17

TQ advocates enlarging the concept of customers to include all those who have a stake in the organization and that satisfying customers alone will not necessarily guarantee continued success.

Accepted Answer

A) True 
 B)False

Question 18

Maintaining clarity in job descriptions is an essential part of building effective customer-supplier relationships.

Accepted Answer

A) True 
 B)False

Question 19

The RDP shares with TQ similar views on the management methods of interdependence between organizations.

Accepted Answer

A) True 
 B)False

Question 20

The following statements reflect observations on RDP and TQ. Which of the following statements is not correct?

Accepted Answer

A)   Pfeffer and Salancik point out that much organization theory gives less emphasis to the organization's environment:
B)   The RDP recognizes that organizations must satisfy the demands of the society as a whole.
C)   The RDP concept of effectiveness and the TQ concept of quality are quite similar.
D)   RDP shares with TQ the idea that managing interdependencies with other organizations is a key to success.

Exam 6: Quality in Customer-Supplier Relationships

The foundation of trust which forms the basis of effective CSRs is what Juran describes as the "pattern of collaboration."

Correct Answer
verified

Which of the following is not one of the guidelines for purchase decisions?

Correct Answer
verified

List the similarities of the Resource Dependence Perspective and Total Quality.

Correct Answer
verified
The most important similarity between th...
View Answer

One way to ensure that measurement is appropriate is to collect information on both the importance and the performance of key quality characteristics.

Correct Answer
verified

Briefly describe the Resource Dependence Perspective.

Many companies in Japan do not inspect items purchased from other companies in Japan.

Correct Answer
verified

According to Gersuny and Rosengren, customers have four distinct roles. Which of the following is not one of them?

Correct Answer
verified

What are moments of truth?

Correct Answer
verified
In services, customer satisfaction or di...
View Answer

The key ideas of integrative bargaining are all of the following except:

Correct Answer
verified
D

Which of the following is not a popular method of collecting information?

Correct Answer
verified

Quality customer-supplier relationships are seen from the Resource Dependence Perspective as consisting of mutually beneficial partnerships.

Correct Answer
verified

The first and most obvious practice to achieve performance excellence is that purchasing decisions should be based on the product's cost.

Correct Answer
verified

Customer-supplier relationships under total quality are based on all of the following principles except:

Correct Answer
verified

Juran recommends joint quality planning between customers and suppliers, featuring the exchange of quality-related information.

Correct Answer
verified
True

Kano's model of customer requirement identifies three classes of customer needs. Which of the following is not one of them?

Correct Answer
verified

List some of the methods of collecting information.

Correct Answer
verified
Some of the most popular ways to collect...
View Answer

TQ advocates enlarging the concept of customers to include all those who have a stake in the organization and that satisfying customers alone will not necessarily guarantee continued success.

Correct Answer
verified

Maintaining clarity in job descriptions is an essential part of building effective customer-supplier relationships.

Correct Answer
verified

The RDP shares with TQ similar views on the management methods of interdependence between organizations.

Correct Answer
verified

The following statements reflect observations on RDP and TQ. Which of the following statements is not correct?

Correct Answer
verified

Exam 6: Quality in Customer-Supplier Relationships

The foundation of trust which forms the basis of effective CSRs is what Juran describes as the "pattern of collaboration."

Correct AnswerverifiedShow Answer

Which of the following is not one of the guidelines for purchase decisions?

Correct AnswerverifiedShow Answer

List the similarities of the Resource Dependence Perspective and Total Quality.

Correct AnswerverifiedThe most important similarity between th...View AnswerShow Answer

One way to ensure that measurement is appropriate is to collect information on both the importance and the performance of key quality characteristics.

Correct AnswerverifiedShow Answer

Briefly describe the Resource Dependence Perspective.

Many companies in Japan do not inspect items purchased from other companies in Japan.

Correct AnswerverifiedShow Answer

According to Gersuny and Rosengren, customers have four distinct roles. Which of the following is not one of them?

Correct AnswerverifiedShow Answer

What are moments of truth?

Correct AnswerverifiedIn services, customer satisfaction or di...View AnswerShow Answer

The key ideas of integrative bargaining are all of the following except:

Correct AnswerverifiedD

Which of the following is not a popular method of collecting information?

Correct AnswerverifiedShow Answer

Quality customer-supplier relationships are seen from the Resource Dependence Perspective as consisting of mutually beneficial partnerships.

Correct AnswerverifiedShow Answer

The first and most obvious practice to achieve performance excellence is that purchasing decisions should be based on the product's cost.

Correct AnswerverifiedShow Answer

Customer-supplier relationships under total quality are based on all of the following principles except:

Correct AnswerverifiedShow Answer

Juran recommends joint quality planning between customers and suppliers, featuring the exchange of quality-related information.

Correct AnswerverifiedTrue

Kano's model of customer requirement identifies three classes of customer needs. Which of the following is not one of them?

Correct AnswerverifiedShow Answer

List some of the methods of collecting information.

Correct AnswerverifiedSome of the most popular ways to collect...View AnswerShow Answer

TQ advocates enlarging the concept of customers to include all those who have a stake in the organization and that satisfying customers alone will not necessarily guarantee continued success.

Correct AnswerverifiedShow Answer

Maintaining clarity in job descriptions is an essential part of building effective customer-supplier relationships.

Correct AnswerverifiedShow Answer

The RDP shares with TQ similar views on the management methods of interdependence between organizations.

Correct AnswerverifiedShow Answer

The following statements reflect observations on RDP and TQ. Which of the following statements is not correct?

Correct AnswerverifiedShow Answer

Correct Answer
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Correct Answer
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Correct Answer
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The most important similarity between th...
View Answer

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Correct Answer
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Correct Answer
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Correct Answer
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In services, customer satisfaction or di...
View Answer

Correct Answer
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D

Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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True

Correct Answer
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Correct Answer
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Some of the most popular ways to collect...
View Answer

Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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