Questions from Total Quality Management

Q: What is the Kano model, and what are its implications for

What is the Kano model, and what are its implications for quality management?

Q: What is the voice of the customer? List the major listening

What is the voice of the customer? List the major listening and learning approaches used to gather voice of the customer information. What are the advantages and disadvantages of each?

Q: Describe how affinity diagrams are used to organize and work with customer

Describe how affinity diagrams are used to organize and work with customer-related information.

Q: Explain the gap model shown in Figure 3.5. What

Explain the gap model shown in Figure 3.5. What do expected quality, actual quality, and perceived quality mean, and how do they relate with one another? Figure 3.5:

Q: What is a moment of truth, and how can this concept

What is a moment of truth, and how can this concept be used to improve quality?

Q: What is the Zero Moment of Truth? How does it influence

What is the Zero Moment of Truth? How does it influence customer purchasing decisions and, ultimately, satisfaction

Q: Explain the importance of commitments to building customer relation

Explain the importance of commitments to building customer relation

Q: In the context of a fast-food restaurant, make a

In the context of a fast-food restaurant, make a list of different characteristics that might describe “freshness.” Classify them by means of an affinity diagram. What does your response mean for meas...

Q: Who are customer contact employees? Why are they critical to an

Who are customer contact employees? Why are they critical to an organization?

Q: Explain the role of training and empowerment of customer-contact employees

Explain the role of training and empowerment of customer-contact employees in achieving customer satisfaction.