CUSTOMER SATISFACTION QUIZ

NAME (DELACRUZ, JUAN P.)

SECTION

• MKTG 2A
• MKTG 2B

What is the first step Jane should take in applying the PDCA cycle to improve customer satisfaction?

• Implement changes to reduce wait times immediately.
• Analyze customer complaints about product quality.
• Identify and define the problems affecting customer satisfaction.
• Hire additional staff to handle increased demand.

After identifying the issues, what is the next step in the PDCA cycle for Jane?

• Launch a new marketing campaign to attract more customers.
• Implement changes to address the identified problems.
• Evaluate the effectiveness of the changes made.
• Increase the prices of bakery products to cover expenses.

To reduce wait times, Jane decides to hire more staff and streamline the ordering process. Which phase of the PDCA cycle does this action represent?

• Plan
• Do
• Check
• Act

Upon analyzing customer feedback, Jane notices that while wait times have decreased, some customers are still unhappy with the product quality. What phase of the PDCA cycle does this realization prompt?

• Plan
• Do
• Check
• Act

Jane decides to improve product quality by sourcing higher-quality ingredients and implementing stricter quality control measures. What phase of the PDCA cycle does this decision represent?

• Plan
• Do
• Check
• Act

After implementing the changes to improve product quality, Jane closely monitors customer feedback and conducts taste tests to ensure consistency. Which phase of the PDCA cycle is Jane currently in?

• Plan
• Do
• Check
• Act

Despite the improvements, Jane receives feedback from some customers about limited variety in the bakery's offerings. Which phase of the PDCA cycle does this feedback prompt Jane to revisit?

• Plan
• Do
• Check
• Act

Upon evaluating the results, Jane finds that both wait times and product quality have significantly improved, leading to higher customer satisfaction levels. What should Jane do next based on the PDCA cycle?

• Continue with the current practices without any further changes.
• Implement additional changes to further enhance customer satisfaction.
• Revert to the previous processes to compare results.
• Disregard the improvements and focus on unrelated bakery operations.