Creating a customer-focused business includes all of the following steps EXCEPT:

• A.redefine company mission
• B.identify customer needs
• C.implement CRM program
• D.align business to customer focus
• E.create customer map

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What are the steps in the supplier relationship process?

• A.Measure, fulfill, document, model
• B.Source, document, manage
• C.Measure, procure, fulfill, model
• D.Source, procure, fulfill, manage

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Quality function deployment (QFD) is a methodology designed to ensure that:

• A.customer requirements are understood and met.
• B.quality is maintained at all levels of the organization.
• C.defective products do not reach customers.
• D.suppliers providing high-quality parts are certified.

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Value stream mapping provides the most benefit when:

• A.analyzing customer requirements.
• B.identifying nonvalue-added activities.
• C.implementing an information technology strategy.
• D.planning kaizen events.

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Variability in product design can best be reduced by:

• A.initiating 100% product inspection.
• B.outsourcing the design process.
• C.broadening design specifications.
• D.applying Six Sigma principles.

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