As Compared to the ISO 9000 Standards, the American Customer

question 12

Multiple Choice

As compared to the ISO 9000 standards, the American Customer Satisfaction Index (ACSI) focusses on:

• A) differentiating a product based on its quality.
• B) quality based on leadership, strategic planning, and customer and market focus.
• C) the audit of a company's business processes in order to ensure quality.
• D) results, that is, quality as perceived by product and service users.
• E) the existence of a quality control system that can meet published quality standards.

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Definitions:

Internal Thought Patterns

The internal cognitive processes that guide an individual's thinking, perception, and decision-making.

Intended Receiver

The specific individual or group for whom a message, information, or communication is directed.

Effective Communication

The process of exchanging information in a way that the message is received and understood as intended, ensuring clarity and efficiency.

Employee Engagement

The emotional investment and commitment employees have towards their organization and its goals.