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business
total quality management
Total Quality Management 3rd Edition Poornima M. Charantimath - Solutions
Define the term FMEA.
Name the eight pillars of TPM.
What is total productive maintenance? Enumerate the benefits of maintenance management?
Name the types of FMEA.
What are the six big losses?
Explain the eight pillars of TPM.
Mention the various steps involved in the process of conducting FMEA?
Define OEE.
Discuss the objectives of TPM.
Explain the term OEE.
Name the eight pillars of TPM.
Name the 16 major losses identified in an organization.
How are the losses in the organization classified?16 How does office TPM support plant TPM?
Name the various steps involved in the successful implementation of TPM.
Discuss TPM awards in detail.
What are the myths in the implementation of TPM?
What is the function of the CII-TPM club of India?
Bharti Tele-ventures is one of India’s leading private sector telecom operators. Its cellular business, Airtel, is a leading mobile telephony brand. Like any telecom organization, Bharti considers information technology as a key business enabler. According to Amrita Gangotra, vice-president of
Define customer focus.
Explain customer-driven quality.
For a specific output of your department in an organization, sketch a simple flow diagram of the journey of the output throughout the organization. Then, prepare a list of the internal and external customers.
Define the term customer.
Mention the factors responsible for customer satisfaction.
Compute your CLV at McDonald’s, indicating all components and considerations.
Draw and explain a schematic diagram of Kano’s model of customer satisfaction.
Distinguish between internal customers and external customers.
What is the significance of developing partnership with suppliers?
Name the three dimensions of customer requirements.
Explain the guidelines for establishing a long-term partnership with suppliers.
Prepare a list of companies for which CRM systems would be extremely valuable. Also prepare a list of companies for which a CRM system would not have much value.
Prepare a list of companies for which CRM systems would be extremely valuable. Also prepare a list of companies for which a CRM system would not have much value.
Identify three dimensions of customer requirements.
Define CRM.
“CRM is concerned with managing one’s current customer base and is not concerned with the process of acquiring new customers.” Comment.
Identify a loyalty programme in a company and prepare a report on the impact of loyalty and benefits derived by the customer from this programme.
What do you mean by customer satisfaction?
Name the various schools of thought on CRM.
What are the main challenges that companies encounter when trying to implement a CRM system?
Select an organization, where you purchase products/services from and identify organization’s touch points. Are they effective? Can they be improved? If so, why?
Define CRM.
What is the purpose of CRM?
How can companies develop various bonds with their customers?
Define customer lifecycle.
Discuss the evolution of CRM.
In a B2B environment, how is CRM seen as the foundation of the sales function.
What are the various schools of thought on CRM?
Mention the various steps for implementing the customer lifecycle.
What are the objectives of CRM?
Name the various types of CRM applications.
What do you mean by the term customer lifecycle?
Define ladder of loyalty.
What are the various steps in the customer lifecycle?
Name the series of stages of ladder of loyalty.
Mention the various applications of CRM.
Which are the four levels of bonding for CRM?
Define the term ladder of loyalty.
Define customer defections.
Name the various stages of the ladder of loyalty.
Define zero defections.
Name the four levels of bonding for CRM.
Name the various types of defectors.
Define the terms customer defection and zero defection.
What do you understand by the term customer retention programme?
Classify the different types of defectors.
Distinguish between “market share” and “wallet share.”
What do you mean by customer retention programmes? Mention the various steps.
What is the equation for calculating the customer lifetime value?
Distinguish between market share and wallet share.
Define customer value management.
Explain the terms CLV and CVM.
Which are the four ways in which customers behave?
Which are the four ways in which customers behave?
How are customers classified based on profitability and loyalty?
How are customers classified based on profitability and loyalty?
Define the terms—CAM and CLM.
Define the terms—CAM and CLM.
Which are the various psychological stages in CRM?
Which are the various psychological stages in CRM?
Name the various models in the implementation of CRM.
Name the various models in the implementation of CRM.
Name the types of companies that benefit from implementing CRM.
What are the types of companies that benefit from implementing CRM?
Distinguish between CRM in the B2C world and CRM in the B2B world.
Distinguish between CRM in the B2C world and CRM in the B2B world.
Which are the three key elements of IT in CRM?
How is the effectiveness of CRM measured?
Define the term e-CRM.
Which are the three key elements of IT in CRM?
Name the different levels of e-CRM.
Define the term e-CRM.
Name the different levels of e-CRM.
What is a CRM scorecard?
Discuss the benefits of CRM.
Explain the relevance of TQM in the service industry.
Hotel Valuation Services (HVS) was founded in 1980 by Steve Rushmore. It is the world’s leading consulting and services organization focused on the hotel, restaurant, shared ownership, gaming and leisure industries. Rushmore began his career as a consultant in the hospitality division of a
Define service quality.
Differentiate between manufacturing and service industry.
Apply the SERVQUAL instrument and measure the service quality of your institute and prepare a report.
Discuss the differences between manufacturing and service industries.
Mention the four categories of service quality.
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