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

The most relevant measure of customer service performance is:
C) customer complaints received as a percentage of orders shipped.
A) service perceived by the customer against service expected by the customer.
B) service promised to the customer against service measured by the supplier.
D) positive customer feedback as a percentage of customer feedback.

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

Actual exam question for APICS's CPIM-Part-2 exam
Question #: 36
Topic #: 4
[All CPIM-Part-2 Questions]

The most relevant measure of customer service performance is:

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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.


by Carissa at Feb 11, 2025, 10:52 PM

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Reuben
7 months ago
D is interesting, but it might not tell the whole story.
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Lenna
7 months ago
Wait, are we really measuring service by complaints? Seems off.
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Doretha
8 months ago
B is more about what the company thinks, not the customer.
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Eulah
8 months ago
Totally agree, customer perception is key!
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Ilene
8 months ago
I think A makes the most sense.
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Merilyn
8 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.
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Lucille
9 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.
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Leonora
9 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.
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Sheldon
9 months ago
I think option A makes the most sense since it focuses on customer perception, which is crucial for service performance.
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German
9 months 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.
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Noel
9 months 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.
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Raylene
9 months 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.
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Freeman
9 months 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.
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Timothy
9 months 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.
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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.
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Johna
1 year ago
D looks promising, but positive feedback alone doesn't tell the whole story. You need to consider all customer feedback.
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Skye
1 year ago
D) positive customer feedback as a percentage of customer feedback.
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Ruthann
1 year ago
B) service promised to the customer against service measured by the supplier.
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Susy
1 year ago
A) service perceived by the customer against service expected by the customer.
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Sherell
1 year ago
C seems like a good indicator of customer service quality. Complaints are hard to ignore!
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Elfrieda
1 year ago
I agree, A and C both play a crucial role in measuring customer service performance.
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Janna
1 year ago
I think A is also important. It's all about meeting customer expectations.
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Brunilda
1 year ago
C seems like a good indicator of customer service quality. Complaints are hard to ignore!
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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.
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Meaghan
1 year ago
I see your point, C could be a good measure too. It shows where things are going wrong.
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Kayleigh
1 year ago
I'm leaning towards C. Customer complaints can indicate areas for improvement.
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Janet
1 year ago
I agree with you, A makes sense. Customer perception is key.
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Tequila
1 year ago
I think A is the most relevant measure. It's all about meeting customer expectations.
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Sanda
1 year ago
I believe C) customer complaints received as a percentage of orders shipped is also important, as it shows areas for improvement.
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Annice
1 year 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.
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Brunilda
1 year ago
That's true, but ultimately it's the customer's perception that matters most.
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Tawny
1 year ago
I think B could also be important, to ensure that the supplier is delivering on their promises.
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Chanel
1 year ago
Yeah, it's all about meeting or exceeding customer expectations.
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Delsie
1 year ago
I agree, A seems like the most important measure of customer service performance.
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Willetta
1 year ago
I agree with Catalina, because meeting customer expectations is crucial for customer satisfaction.
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Catalina
1 year ago
I think the most relevant measure is A) service perceived by the customer against service expected by the customer.
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