Chapter 13 Study Guide


QUIZ

1. What is an advantage in knowing the VOC?

a. you can train your people effectively
b. you can better serve your customer
c. you can expand your organization
d. you can attract more suppliers

2. A Squeaky Wheel Syndrome is

a. ignoring negative feedback from customers
b. addressing only the processes that need to be fixed
c. sticking to the traditional ways of doing business
d. focusing only on annoying customers

3. Which is not a traditional strategy of knowing the customer?

a. market study
b. focus groups
c. data storage
d. shopper promos

4. Service requirements determine the quality of your end-product. True or False?
5. A requirement statement is like

a. regulation
b. slogan
c. vision
d. aim

6. What does the “Kano analysis” model do?

a. identify VOC systems
b. categorize requirements
c. strategize customer requirements
d. link different core functions

ESSAY

  1. Why is having a Voice of the Customer (VOC) system so critical in business today?
  2. How do you identify and specify Output and Service requirements of your customers?
  3. How does better understanding of customer needs link up to your strategy and priorities?

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