Attack Plan Power Point PresentationJanuary 8, 2018
List and discuss professional certifications related to IT ControlsJanuary 8, 2018
For each item listed below, know the definition of the term (or phrase) as well as the purpose of the idea (what is the point the author is making by discussing this issue?).
- Measuring customer satisfaction versus customer loyalty
- The driver(s) of long-term financial performance
- The (incorrect ) beliefs widely held by managers
- The relationship between customer satisfaction and customer loyalty
- The key to securing customer loyalty
- The wrong customers
- Causes of false loyalty
- The role of product or service quality
- The recovery process
- How to listen to customers
- Recommended measures of loyalty
- Using customer satisfaction information
- Interpreting levels of satisfaction & how to decide what actions to take
- House of Quality and QFD
- Conceptual map & perception map
- What’s so hard about design?
- What do customers want?
- Customer Attribute bundles
- What is measured, and how?
- What does a customer mean by “quiet?”
- Are all preferences equally important?
- Will delivering perceived needs yield a competitive advantage?
- How can we change the product?
- Interpretation of Engineering Characteristics (ECs)
- How much do engineers influence customer perceived qualities?
- Objective measures versus targets
- How does one engineering change affect other characteristics (relationship matrix)?
- Impute relative weights
- How does the house of quality lead to the bottom line?
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