Customer Centricity Quiz Questions And Answers

Customer centricity is required for several reasons. Firstly, it is the key to a sustainable business. By focusing on the needs and preferences of customers, businesses can ensure long-term success and growth. Secondly, customer centricity allows for a point of differentiation from competitors. By providing a superior customer experience, businesses can stand out in the market and attract more customers. Lastly, customer centricity helps increase consumer repurchase intentions and loyalty. When customers feel valued and their needs are met, they are more likely to continue doing business with a company and recommend it to others. Therefore, all of these options are valid reasons why customer centricity is required.

The first step of the Customer Centricity Cycle, "Understand the Customer", signifies the importance of meeting and understanding the needs and expectations of customers. This step involves gathering information about customers, their preferences, and their pain points in order to provide products or services that align with their requirements. By understanding the customer, businesses can tailor their offerings and improve customer satisfaction, leading to long-term customer loyalty and business success.

The Customer Centricity initiative at APL, started in 2010, aims to focus on all options mentioned - keeping the customer happy, doing the job as per customer requirements, and understanding the consumer's perception. This means that the initiative is designed to prioritize customer satisfaction by meeting their specific needs and expectations, as well as gaining insight into how customers perceive the company and its products or services.

The correct answer is "All Options." This means that "Increase Sensitivity" is related to all of the options mentioned in the question, including Training & Awareness, Quality Events, and Interaction with Customer Centricity Cell. These options are all important steps in the Customer Centricity Deployment model and contribute to increasing sensitivity towards customers.

The correct answer is "Managing Director and CEO." This suggests that the Consumer Policy of Asian Paints was released by the top executive of the company who holds the position of Managing Director and CEO. This individual is responsible for overseeing the overall operations and strategic direction of the company, making them the appropriate authority to release such policies.

In the customer centricity cycle, "Identify Clear Action Areas" refers to the process of identifying specific areas within the organization that need improvement in order to better serve the customers. This step involves analyzing customer feedback, identifying pain points, and determining which areas of the business require attention and enhancement. By focusing on these areas, the organization can make targeted improvements and adjustments to ensure a more customer-centric approach.

Net Promoter Score (NPS) is a widely used indicator to measure customer centricity. It assesses customer loyalty and satisfaction by asking customers how likely they are to recommend a company or product to others. NPS is calculated by subtracting the percentage of detractors (customers who are unlikely to recommend) from the percentage of promoters (customers who are highly likely to recommend). This score helps businesses understand their customers' perception and loyalty, enabling them to make improvements and drive growth.

The correct chronological order of the Customer Centricity Cycle is to first Understand The Customers, then Identify Clear Action Areas, and finally Review & Reinvent Process/Product. This order makes sense because in order to effectively identify clear action areas and make improvements to the process or product, it is necessary to first have a deep understanding of the customers' needs and preferences.

The initiative rolled out in the DC to achieve the objective of zero short tin complaints is called "Lakshya Zero Complaint". This initiative aims to address and resolve the major concern area of short tin complaints at the Kasna plant. By implementing this initiative, the plant strives to eliminate any complaints related to short tin, ensuring high quality and customer satisfaction.

The Kasna plant introduced the PGE Truck Brown shade in response to customer demand for a darker, more masculine color option. This shade offers a deep, rich brown hue with subtle red undertones, complementing a range of outdoor furniture and design styles. It provides a versatile and sophisticated choice for customers seeking a natural yet refined aesthetic

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During Quality week in Nov 2014, the Kasna plant celebrated "Quality day" at one of its linked OPCs. The OPC selected for this celebration was Veer Hues.

The key elements of the Customer Centricity pillar are responsible, sensitive, and partnership. This means that the organization is accountable and takes ownership of its actions towards customers. It is also sensitive to the needs and preferences of customers, ensuring that their experiences are positive and satisfactory. Additionally, the organization values partnerships with customers, fostering collaboration and mutual trust. This approach helps in building long-term relationships with customers and creating a customer-centric culture within the organization.

The correct answer is Eight. This suggests that the Kasna Plant took a total of eight customer centricity projects during the fiscal year 2014-15.

The correct answer is "Leakage of Container". This defect is not covered under FMEA category because FMEA (Failure Mode and Effects Analysis) focuses on identifying and analyzing potential failure modes and their effects on the overall system. Leakage of container is not considered a failure mode but rather a specific defect or issue related to the packaging.

The correct answer is 77 employees, 102 dealers, 9 depots. This is because the statement mentions that the Kasna plant team completed 27 visits by employees till Dec 2014 in FY 2014-15. Therefore, the number of employees should be 77. Additionally, it states that they captured VOC of dealers, project sites, and depots. Since the VOC of dealers is mentioned as 100, the number of dealers should be 102. Lastly, the number of depots is mentioned as 9.

Customers who are not satisfied with the product and services provided by Asian Paints can share their feedback or raise complaints by calling the toll-free number 1800 209 5678.

The correct answer is "Asian Paints will offer the finest products in its line of businesses and provide the best possible service to its customers." This statement is part of the Consumer Policy of APL because it emphasizes the company's commitment to providing high-quality products and excellent customer service. This aligns with the goal of meeting customer expectations and ensuring customer satisfaction.

The correct answer is 15 November 2014 to 22 November 2014. This is because the question states that the Quality Week was celebrated in FY 2014-15, and the given date range falls within that fiscal year.

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The correct answer is "We shall provide products and services that meet stated standards on time, every time." This statement aligns with the commitment to quality mentioned in the question. It emphasizes the importance of meeting the stated standards consistently and delivering products and services on time. This demonstrates Asian Paints' dedication to providing high-quality products and services to its customers.

The correct answer is Customer Insight, Increase Sensitivity, Improve process and Reward & recognize. This is because the Customer Centricity Cycle starts with gaining Customer Insight, which involves understanding customer needs and preferences. Then, the organization needs to Increase Sensitivity to these customer insights, by actively listening and responding to customer feedback. Next, the organization must Improve its processes based on these insights and sensitivity, to better meet customer expectations. Finally, it is important to Reward & recognize employees who contribute to the customer-centric approach, to incentivize and maintain a customer-focused culture.

The "Improve process" step of the Customer Centricity Deployment model signifies the completion of improvement projects. This step involves implementing the necessary changes and improvements to the processes based on the inputs and feedback received from customers. It is the final stage where the identified areas for improvement are addressed and the necessary actions are taken to enhance the customer experience and satisfaction.