W1-2-60-1-6
JOMO KENYATTA UNIVERSITY
OF
AGRICULTURE AND TECHNOLOGY
University Examinations 2014/2015
FOURTH YEAR FIRST SEMESTER EXAMINATION FOR THE DEGREE
OF BACHELOR OF PURCHASING AND SUPPLIES MANAGEMENT
HPS 2405: MANAGEMENT OF CUSTOMER SERVICE
DATE: AUGUST 2014 TIME: 2 HOURS
INSTRUCTIONS: ANSWER QUESTION ONE (COMPULSORY) AND ANY OTHER TWO QUESTIONS
Question One (30 Marks)
a) Differentiate between:
Customer Relationship Management and Customer Delivered Value. (4 Marks)
b) (i) Activities of the order cycle are at the heart of customer service. What is your
understanding of “order cycle time”? (2 Marks)
(ii) List any five activities that can form part of order processing. (5 Marks)
(iii) Are there any disadvantages to using bar codes and scanners for order entry? (6 Marks)
c) (i) Organizations have a number of needs including on occasion, the need to
purchase capital assets. What is a capital asset? Explain and give a relevant example. (3 Marks)
(ii) State four risks that are associated with procuring capital assets. (4 Marks)
(iii) Other than the need mentioned above, list three other need categories, together with an example for each. (6 Marks)
Question Two (20 Marks)
a) Illustrate in the form of a diagram, a simple purchaser – supplier satisfaction matrix. Indicate the area that is most desirable, and further explain the relationship between supplier satisfaction, purchases satisfaction and customer satisfaction. (12 Marks)
b) Explain four tools that organizations can use to track and measure customer satisfaction. (8 Marks)
Question Three (20 Marks)
a) Customer service elements are grouped into categories. State each category and discuss the elements that form each of the categories. (15 Marks)
b) How does effective listening impact customer service? (5 Marks)
Question Four (20 Marks)
a) As customer needs and expectations change, so does the manner in which organizations deal with customer service issues? Discuss five major trends in customer service. (10 Marks)
b) Discuss some of the strategies that an organization can pursue in order to improve responsiveness to their customers. (10 Marks)
Question Five (20 Marks)
a) Assume you are a Customer Service Manager faced with a difficult situation involving a customer. State the situation and then explain how you would proceed to deal with it. (10 Marks)
b) In your opinion, would corporate ethics influence customer satisfaction? Explain. (10 Marks)
