Tristan Conducts Service and Installation Visits for a Cable Company

question 98

Multiple Choice

Tristan conducts service and installation visits for a cable company. He uses an online system to access a client's history and updates the system with results from all interactions. This is an example of using ________ to be responsive and build loyalty.

• A)business-level strategy
• B)process reengineering
• C)customer relationship management
• D)self-managed work teams
• E)total quality management

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Definitions:

Order Cycle Time

The total time that elapses from when a customer order is placed until it is received, covering all stages of the order processing.

Line Fill Rate

A measure in supply chain management indicating the percentage of customer orders fulfilled from stock available at the time the order is placed.

Customer Service

Customer service is the assistance and advice provided by a company to those people who buy or use its products or services, aimed at ensuring customer satisfaction.

Logistics

The detailed organization and implementation of a complex operation involving the procurement, transportation, and storage of goods and materials.