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Total Quality Quiz

Customer churn refers to ____.

Frequency programs (FP's) are designed to provide rewards to _____.

Through _____ marketing statisticians can extract useful information about individuals, trends, and segments from the mass of data.

One problem that can deter a firm from effectively using CRM is _____.

Services differ from the production of tangible goods in which of the following ways:

Companies have utilized the Malcolm Baldrige National Quality Award mostly for the purpose of:

A user-based definition of quality is usually highly meaningful for people who work in:

Which of the following is false regarding inspection under the Deming philosophy?

The cost to gain a new customer is about ____ times more costly than retaining an existing one.

In the context of total quality, companies need to make long term commitments to which of the following stakeholders?