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Free CTSC Exam Braindumps (page: 12)

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During the digital transformation planning process, a company distributed surveys and found that customers wanted a more detailed order status process. The company added online status information capability to their website and sent a customer satisfaction survey to customers after they received the product. This addition helped increase their customer base and repeat business.
This is an example of the successful use of:

  1. data mining.
  2. voice of the customer (VOC).
  3. balanced scorecard.
  4. customer service.

Answer(s): B

Explanation:

voice of the customer (VOC) is the process of gathering and implementing information about your customers' expectations, needs and hopes2. Businesses use VOC programs to efficiently collect detailed market research about their customers and to improve their products or services based on the customer feedback2. This is an example of the successful use of VOC, as the company distributed surveys to understand what customers wanted, added online status information capability to their website to meet the customer demand, and sent a customer satisfaction survey to measure the impact of the improvement. This addition helped increase their customer base and repeat business, which shows the value of listening to the voice of the customer.
1: Voice of the Customer: Definition, Benefits and How-To Guide | Indeed.com 2: What is the Voice of the Customer (VoC)? - Qualtrics



In new product development, which concurrent engineering technique helps ensure efficient production process to meet customer requirements?

  1. Failure mode effects analysis (FMEA)
  2. Early supplier involvement (ESI)
  3. Quality function deployment (QFD)
  4. Statistical process control (SPC)

Answer(s): C

Explanation:

quality function deployment (QFD) is a concurrent engineering technique that helps ensure efficient production process to meet customer requirements. QFD is defined as "a method to transform user demands into design quality, to deploy the functions forming quality, and to deploy methods for achieving the design quality into subsystems and component parts, and ultimately to specific elements of the manufacturing process"2. QFD uses a matrix called the House of Quality to translate customer needs into technical specifications, prioritize design features, and identify potential trade- offs3. QFD helps to reduce development time and cost, improve product quality and performance, and enhance customer satisfaction4.
1: Concurrent Engineering - Product Development - Grist Project Management 2: Quality Function Deployment (QFD) and House of Quality - ASQ 3: Quality Function Deployment (QFD) - What is Six Sigma 4: Quality Function Deployment (QFD) - an overview | ScienceDirect Topics



What is the purpose of using value at risk (VAR) in supply chain risk management?

  1. To establish a common language to quantify supply chain risk in terms of currency
  2. To prioritize supply chain risks based on their likelihood of occurrence
  3. To assess the financial impacts of supply chain risks
  4. To measure the effectiveness of supply chain mitigation efforts

Answer(s): A

Explanation:



Explore the purpose of using value at risk (VAR) in supply chain risk management is to establish a common language to quantify supply chain risk in terms of currency. VAR is defined as "a statistical technique used to measure and quantify the level of financial risk within a firm or investment portfolio over a specific time frame"2. VAR can help to estimate the potential loss that a supply chain may face due to various sources of disruption, such as demand fluctuations, supplier failures, natural disasters, or cyberattacks13. By expressing supply chain risk in monetary terms, VAR can help to communicate the risk exposure to different stakeholders, compare the risk profiles of different supply chain scenarios, and allocate resources for risk mitigation13. VAR can also help to link supply chain risk management with corporate financial performance and strategy14.



Which organizational structure would be most appropriate for a small start-up company?

  1. Centralized structure
  2. Decentralized structure
  3. Matrix structure
  4. Flat structure

Answer(s): D

Explanation:

a flat structure is the most appropriate organizational structure for a small start-up company. A flat structure is defined as "a type of organizational structure that has few or no levels of middle management between the employees and the executives"1. A flat structure allows for more direct communication, collaboration, and decision-making among the employees and the leaders, which can enhance innovation, agility, and responsiveness in a start-up environment12. A flat structure also reduces bureaucracy, hierarchy, and overhead costs, and empowers the employees to take more ownership and initiative in their work12. A flat structure is suitable for a small start-up company that has a simple and flexible business model, a lean and cross-functional team, and a customer-centric and value-driven culture12.






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