Customer Centricity Quiz 1
- 1.Customer Centricity is one of the five pillars of Direction 13-18. The key elements of Customer Centricity pillar are…….
- A.
Responsible, Leverage & alignment
- B.
Responsible, sensing & development
- C.
Responsible, sensitive & partnership
- D.
Responsible, synergy & uniqueness
- 2.Customer Centricity initiative was started in year 2010 at APL. It focuses on…
- A.
Keeping the customer happy
- B.
Do job as per customer requirements
- C.
Understanding the consumer’s perception
- D.
All options
- 3.Why Customer Centricity is required?
- A.
Key to a Sustainable Business
- B.
Point of differentiation from competitors
- C.
Increase consumer repurchase intentions and loyalty
- D.
All options
- 4.Customer Centricity Cycle has three steps. What is the chronological order of these steps?
- A.
Understand The Customers ---> Review & Reinvent Process/Product --> Identify Clear Action Areas
- B.
Identify Clear Action Areas -- > Understand The Customers ---> Review & Reinvent Process/Product
- C.
Understand The Customers ---> Identify Clear Action Areas -->Review & Reinvent Process/Product
- D.
Review & Reinvent Process/Product--> Identify Clear Action Areas--> Understand The Customers
- 5."Understand the Customer" is the first step of Customer Centricity Cycle. What does it signifies
- A.
Meet and understand the needs and expectations of customers
- B.
Review of process
- C.
Improve the design
- D.
Increase sensitivity
- 6."Identify Clear Action Areas" in Customer centricity cycle signifies --
- A.
Change the design of product
- B.
Change the process
- C.
Identification of areas to be improved
- D.
Identification of customers to be met
- 7.Based on Customer Centricity Cycle, CC deployment model for manufacturing is derived. What are the various steps of CC deployment model:
- A.
Customer Insight, Understand the customer, Improve process and Reward & recognize
- B.
Customer Insight, Increase Sensitivity, Identify Clear Action Areas and Reward & recognize
- C.
Customer Insight, Increase Sensitivity, Improve process and Review & Reinvent Process/Product
- D.
Customer Insight, Increase Sensitivity, Improve process and Reward & recognize
- 8."Increase Sensitivity" is an important step of Customer Centricity Deployment model. It relates with the following -
- A.
Training & Awareness
- B.
Quality Events
- C.
Interaction with Customer Centricity Cell
- D.
All Options
- 9."Improve process" step of Customer Centricity Deployment model signifies -
- A.
Understand the voice of customers
- B.
Collection of inputs from customers
- C.
Completion of Improvement Projects
- D.
All Options
- 10.How many customer centricity projects are taken by Kasna Plant for FY 2014-15?
- A.
Eight
- B.
Five
- C.
Nine
- D.
Two
- 11.As part of "Customer Insight" step of Customer Centricity deployment model, Kasna plant team visited market to meet the dealers / customers to capture Customer Voice. Kasna plant team completed 27 visits by --------employees till Dec 2014 in FY 2014-15 and captured VOC of ------dealers, 10 project sites & ------ depots. Chose the correct option to fill the blank
- A.
77 employees , 100 dealers,10 depots
- B.
77 employees , 102 dealers, 9 depots
- C.
70 employees , 95 dealers, 3 depots
- D.
90 employees , 112 dealers, 6 depots
- 12.In case our customers are not satisfied with the product and services provided by Asian Paints, they can share the feedback or raise complaints through toll free number:
- A.
1800 210 5678
- B.
1800 209 5668
- C.
1800 209 5678
- D.
1800 210 5668
- 13.Short tin complaints were major concern area for Kasna plant. To achieve the objective of zero short tin complaints an initiative was rolled out in DC. What is the name of this initiative-
- A.
Lakshya Zero Complaint
- B.
Sustainability
- C.
Swatch Kasna Plant
- D.
TPM
- 14.Kasna plant celebrated Quality Week under the theme of "Customer Centricity" in FY 2014-15. On which dates Kasna plant celebrated Quality Week-
- A.
01 November 2014 to 07 November 2014
- B.
17 November 2014 to 24 November 2014
- C.
10 November 2014 to 17 November 2014
- D.
15 November 2014 to 22 November 2014
- 15.Kasna plant celebrated Quality week in Nov 2014. During quality week, "Quality day" was celebrated at one of the Kasna linked OPCs. Select the OPC from the following:
- A.
Almega Paints
- B.
Harsh Paints
- C.
Punjab Paints
- D.
Veer Hues
- 16.There are 05 categories of packing complaints for which FMEA has been initiated by plants. Which of the following defect is not covered under FMEA category?
- A.
No Label on container
- B.
Short of Material in container / carton
- C.
Material Inside tin is different
- D.
Leakage of Container
- 17.Based on the requirements of customers Kasna plant took the initiative of introducing a new product shade. What is the name of that product shade?
- A.
PGE Truck Brown
- B.
PGE Wild Lilac
- C.
PGE Black
- D.
PGE Off White
- 18.Customer centricity is measured through a measurable indicator. What is the name of that indicator?
- A.
NPS = Net Product Score
- B.
NPS = Net Prime Score
- C.
NPS = Net Promoter Score
- D.
NPS = Net Process Score
- 19.What is NPS of APL in FY 2013-14?
- A.
77
- B.
67
- C.
63
- D.
59
- 20.One product complaint related to Kasna plant has been identified as 'actionable by manufacturing' in FY 2014-15. What is the product name, batch no. & defect of this complaint?
- A.
TE7 / K55 / Bad Odor
- B.
TE2 / K55 / Hard Settling
- C.
TE White / K55 / Shade Variation
- D.
TE Sup white / K105 / Bad Odor
- 21.Which of the following statements is part of Consumer Policy of APL?
- A.
Asian Paints will offer the finest products in its line of businesses and provide the best possible service to its customers.
- B.
We shall operate in an unethical manner treating customers as we ourselves would like to be treated.
- C.
We shall provide products and services that meet stated standards on time , every time
- D.
We accept zero defect as a quality absolute, and shall design and operate our quality system accordingly
- 22.Consumer Policy of Asian Paints was released on 07.04.2014 by……..
- A.
Managing Director and CEO
- B.
General Manager - Manufacturing
- C.
Vice President - Supply Chain
- D.
General Work Manager
- 23.Quality is integral part of Customer Centricity. Through our Quality Policy Asian Paints is committed to provide best quality product & services to its customers. Which of the following statement is part of APL Quality Policy?
- A.
Asian Paints will offer the finest products in its line of businesses and provide the best possible service to its customers.
- B.
We shall provide products and services that meet stated standards on time , every time
- C.
We shall operate in an unethical manner treating customers as we ourselves would like to be treated.
- D.
We shall operate in an ethical and transparent manner treating customers as we ourselves would like to be treated.
Questions: 5 | Attempts: 7404 | Last updated: Jan 22, 2013
-
Sample QuestionYour father bought life insurance and placed you as the nominee. Due to an unfortunate incident he passed away, entitling you to claim insurance. When you approached the insurance company, they deny you the insurance based on a technical error that they claim that your father made. Since your father bought the insurance and paid the premiums himself and you are only a nominee of the insurance claim, can you approach the consumer court as a wronged consumer?
Questions: 40 | Attempts: 1426 | Last updated: Dec 24, 2020
-
Sample QuestionA customer-based Service Level Agreement structure includes:
Questions: 32 | Attempts: 1391 | Last updated: May 30, 2018
-
Sample Question(Formative Exercise) During A1C Hall’s initial feedback, SSgt Irvin says, "When working the customer service desk, answer all phone calls before the third ring, politely identify yourself and this unit, and offer assistance to each caller. Furthermore, because our nation and other countries consider us professionals, we must strive for excellence in everything we do. Finally, if you fail to meet my expectations or to comply with all directives, you can expect a swift response from me." SSgt Irvin’s actions BEST illustrate _____________.
Back to top