The Customer Meeting (Scenario)Kelly, a production supervisor, is ...

[chandani]

The Customer Meeting (Scenario)
Kelly, a production supervisor, is responsible for 10 employees who assemble components into a finished product sold to distributors. Kelly reports to Sam, a production manager, who in turn reports to Pat, a general manager, who reports to Chris, a vice-president of operations. Recently, Chris asked Pat to have a meeting with Kelly and Sam regarding some recent customer concerns in the production area. The focus of the meeting was to judge the validity of the customer concerns and to develop a specific plan to address these concerns.


What do Kelly, Sam, Pat, and Chris all have in common?
◦ They all produce the same product.
◦ They all report to top management.
◦ They all have the same job content.
◦ They all are managers.
◦ They all have the same vision.

[heinisk01]

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[scienceeasy]

The Customer Meeting (Scenario)
Kelly, a production supervisor, is responsible for 10 employees who assemble components into a finished product sold to distributors. Kelly reports to Sam, a production manager, who in turn reports to Pat, a general manager, who reports to Chris, a vice-president of operations. Recently, Chris asked Pat to have a meeting with Kelly and Sam regarding some recent customer concerns in the production area. The focus of the meeting was to judge the validity of the customer concerns and to develop a specific plan to address these concerns.


Kelly is at what level of management?
◦ division manager
◦ first-line manager
◦ top manager
◦ managing director
◦ middle manager

[cdmart10]

first-line manager

[Deast7027]

The Customer Meeting (Scenario)
Kelly, a production supervisor, is responsible for 10 employees who assemble components into a finished product sold to distributors. Kelly reports to Sam, a production manager, who in turn reports to Pat, a general manager, who reports to Chris, a vice-president of operations. Recently, Chris asked Pat to have a meeting with Kelly and Sam regarding some recent customer concerns in the production area. The focus of the meeting was to judge the validity of the customer concerns and to develop a specific plan to address these concerns.


Sam and Pat are both at what level of management?
◦ managing director
◦ top management
◦ first-line management
◦ supervisory level
◦ middle management

[popopong]

middle management

[audragclark]

The Customer Meeting (Scenario)
Kelly, a production supervisor, is responsible for 10 employees who assemble components into a finished product sold to distributors. Kelly reports to Sam, a production manager, who in turn reports to Pat, a general manager, who reports to Chris, a vice-president of operations. Recently, Chris asked Pat to have a meeting with Kelly and Sam regarding some recent customer concerns in the production area. The focus of the meeting was to judge the validity of the customer concerns and to develop a specific plan to address these concerns.


Chris is most likely at what level of management?
◦ first-line management
◦ top management
◦ supervisor
◦ regional management
◦ middle management

[perkiness]

top management

[lindiwe]

The Customer Meeting (Scenario)
Kelly, a production supervisor, is responsible for 10 employees who assemble components into a finished product sold to distributors. Kelly reports to Sam, a production manager, who in turn reports to Pat, a general manager, who reports to Chris, a vice-president of operations. Recently, Chris asked Pat to have a meeting with Kelly and Sam regarding some recent customer concerns in the production area. The focus of the meeting was to judge the validity of the customer concerns and to develop a specific plan to address these concerns.


The meeting that Chris has asked Pat to have with Sam and Kelly reflects the growing recognition that ________.
◦ customer concerns are important only to first-line managers
◦ customer responsiveness must be effectively delegated in order to succeed in today's competitive marketplace
◦ focusing on the customer is the sole responsibility of the marketing department
◦ employee attitudes and behaviours do not significantly impact customer responsiveness
◦ customer responsiveness is important throughout the organization, not only in the marketing department

[Heffejeff]

customer responsiveness is important throughout the organization, not only in the marketing department