Discuss APICS CPIM-Part-2 Exam Topic 4 Question 36

The most relevant measure of customer service performance is:

Aservice perceived by the customer against service expected by the customer.

Bservice promised to the customer against service measured by the supplier.

Ccustomer complaints received as a percentage of orders shipped.

Dpositive customer feedback as a percentage of customer feedback.

Suggested Answer: C

The approved output of the distribution requirements planning (DRP) process is an input to the master production planning (MPS) process.The DRP process determines the quantity and timing of finished goods to be delivered to each distribution center or warehouse to meet customer demand1.The output of the DRP process is a distribution schedule that specifies the planned delivery dates and quantities of products2.The distribution schedule is then used as an input to the MPS process, which determines the quantity and timing of end items to be produced at each manufacturing facility3.The MPS process balances the demand from the distribution schedule with the available capacity and resources of the production system3.The output of the MPS process is a master production schedule that specifies the planned production dates and quantities of end items3.

Get Premium CPIM-Part-2 Questions as Interactive Web-Based Practice Test or PDF Real Exam Format Detailed Explanations Instant Access Get Your Practice Test

36 comments · newest first

Reuben 10 months ago

D is interesting, but it might not tell the whole story.

Lenna 11 months ago

Wait, are we really measuring service by complaints? Seems off.

Doretha 11 months ago

B is more about what the company thinks, not the customer.

Eulah 11 months ago

Totally agree, customer perception is key!

Ilene 11 months ago

I think A makes the most sense.

Merilyn 12 months ago

I’m leaning towards D because positive feedback is important, but I wonder if it really captures the full picture of customer service performance.

Lucille 12 months ago

I feel like option C could be relevant too, especially if we consider how complaints can indicate service issues, but it seems a bit narrow.

Leonora 12 months ago

I'm not entirely sure, but I remember a practice question that emphasized the importance of service promised versus service delivered. That might relate to option B.

Sheldon 1 year ago

I think option A makes the most sense since it focuses on customer perception, which is crucial for service performance.

German 1 year ago

Definitely going with A. Focusing on the customer's perception versus their expectations is the truest indicator of how well the company is delivering on customer service. The other choices are more indirect measures.

Noel 1 year ago

I'm a little confused by this question. I'm not sure which one is the "most relevant" measure. They all seem like they could be useful in different ways. I'll have to re-read the options carefully.

Raylene 1 year ago

A seems like the best choice to me. Measuring the gap between customer expectations and their actual experience is really the heart of customer service performance. The other options don't seem as directly relevant.

Freeman 1 year ago

Hmm, I'm not sure about this one. I was thinking maybe B or C could also be good measures. I'll have to think it through a bit more.

Timothy 1 year ago

I think the answer is A. The key here is that the question is asking for the "most relevant" measure, and service perceived by the customer against expected service seems like the most direct and meaningful way to assess customer service performance.

Hillary 1 year ago

Hmm, this is a tricky one. Maybe we should just ask the customers to rate the service on a scale of 1 to 10. That would be the most honest approach.

Johna 1 year ago

D looks promising, but positive feedback alone doesn't tell the whole story. You need to consider all customer feedback.

Skye 1 year ago

↳ replying to Johna

D) positive customer feedback as a percentage of customer feedback.

Ruthann 1 year ago

↳ replying to Johna

B) service promised to the customer against service measured by the supplier.

Susy 1 year ago

↳ replying to Johna

A) service perceived by the customer against service expected by the customer.

Sherell 1 year ago

C seems like a good indicator of customer service quality. Complaints are hard to ignore!

Elfrieda 1 year ago

↳ replying to Sherell

I agree, A and C both play a crucial role in measuring customer service performance.

Janna 1 year ago

↳ replying to Sherell

I think A is also important. It's all about meeting customer expectations.

Brunilda 1 year ago

↳ replying to Sherell

C seems like a good indicator of customer service quality. Complaints are hard to ignore!

Clorinda 1 year ago

I'm going with B. The supplier's own measurements are more reliable than just customer feedback, which can be biased.

Meaghan 1 year ago

↳ replying to Clorinda

I see your point, C could be a good measure too. It shows where things are going wrong.

Kayleigh 1 year ago

↳ replying to Clorinda

I'm leaning towards C. Customer complaints can indicate areas for improvement.

Janet 1 year ago

↳ replying to Clorinda

I agree with you, A makes sense. Customer perception is key.

Tequila 1 year ago

↳ replying to Clorinda

I think A is the most relevant measure. It's all about meeting customer expectations.

Sanda 2 years ago

I believe C) customer complaints received as a percentage of orders shipped is also important, as it shows areas for improvement.

Annice 2 years ago

A sounds like the most relevant measure to me. It's all about how the customer perceives the service, not just what the supplier claims to be delivering.

Brunilda 1 year ago

↳ replying to Annice

That's true, but ultimately it's the customer's perception that matters most.

Tawny 1 year ago

↳ replying to Annice

I think B could also be important, to ensure that the supplier is delivering on their promises.

Chanel 1 year ago

↳ replying to Annice

Yeah, it's all about meeting or exceeding customer expectations.

Delsie 1 year ago

↳ replying to Annice

I agree, A seems like the most important measure of customer service performance.

Willetta 2 years ago

I agree with Catalina, because meeting customer expectations is crucial for customer satisfaction.

Catalina 2 years ago

I think the most relevant measure is A) service perceived by the customer against service expected by the customer.

APICS CPIM-Part-2 Exam - Topic 4 Question 36 Discussion