Miscellaneous topic in the CRM
Miscellaneous topic in the CRM
Q.1 Define CRM ?
Ans. CMR stand for Customer Relationship Management. Customer Relationship Management is a Comprehensive approach for creating, maintaining and expanding relationship.
Q.2 Enlist type of CRM?
Ans. The following are the types of CRM
(i) Operating CRM
(ii) Collaborative CRM
(iii) Analytical CRM
Q.3 What is total quality management?
Ans. TQM is defined as an intensive, long term effort to transform all the parts of the organisation in order to produce the best product and service possible to meet customer needs.
Q.4 SQC stands for
Ans. Statistical Quality Control.
Q.5 Define statistical quality control.
Ans. Statistical quality control is a method of analysis statistical technique to the collection and analysing inspection and other data in order to achieve maxium economy in the manufacturing process.
Q.6 What is IPR.
Ans. The exclusive right that a person enjoys with respect to his intellectual property are his intellectual property right (IPRS).
Q.7 Enlist types of IPRS.
Ans. (i) Patents
(ii) Trade marks
(iii) Design
(iv) Copyrights
Q.8 Define patents
Ans. A patent is a grant made by the governments to an invertor that excludes other form manufacturing, using or selling the invention.
Q.9 Define trademark.
Ans. Trademark is any work, slogan, picture and symbol used to identify a specific product from other of the same nature offered in the market.
Q.10 Define Copyright.
Ans. Copyright isa form of protection provided to the author of original works of authorship ingluding dramatic, musical, books.both published and unpublished.
Q.11 Define JIT.
Ans. Just in time (JIT) is defined as a philosophy of manufacturing based on planned elimination of all wastes and of continuous improvement of productivity.
Q.12 Define total employee involvement. Ans. The direct participation of employee to help an organisation fulfil its mission and meet its objectives by applying their own idea and effort towards solving problem and making decision is called total employee involvement.
Q.13 Discuss Customer Relationship Management (CRM)?
Ans. It may be defined as the business purpose of intelligently finding, marketing, selling and providing service to customer CRM is a broadly used term that covers concept used by companises and stakeholders. CRM helps business houses to use technology and human resources to gains insight into the behaviour of customer an the value of those customer.
Q.14 What are the needs of customer relationship management (CRM)?
Ans. (i) Growth for customer'
(ii) Lower cost of marketing
(iii) Stronger customer loyality
(iv) Better customer relation.
(v) Growth for companies
(vi) Improved customer satisfaction
Q.15 List the advantages of statistical process control.
Ans. (i) Reduce the variability and scrap.
(ii) Reduce costs hence increasing productivity.
(iii) Uncover hidden process personalities.
(iv) Make real time decision on the shop floor in process changes.
Q.16 List the advantages of total employee involvement.
Ans. (i) Employee feel that they having ownership of problem and authority to find solution of their own.
(ii) Improved organisational decision making capability.
(iii) Reduced cost through elimination of waste and reduced product cycle times.
(iv) Enrichment of job.
(v) Generate feeling of personal worth and esteem among employee.
Q.17 List the advantages of just in time (JIT).
Ans. (1) It is requires lower shock holding causing reduction in storage space which saves rant and insuracne cost.
(ii) As stock is only obtained when it is needed, less working captial is tied up in stock
(iii) It avoids the built up of unsold finished product that can occur with sudden change in demand.
(iv) Less time is spent on checking the product as the emphasis is on getting the work right first time.
Q.18 Explain infringment of copyright.
Ans. Infringement o copyright is the commercial exploitation of the work in any form by a person without authority. The copyright act provides certain exception to infringement.
(i) Reproduction for use in judicial proceedings and for use of member of the legislature.
(ii) Making of records under license from copyright board on payment of royality.
Q.19 Explain the infringement of a trademark.
Ans. Infringment of a trademark occurs if a person other than the registered proprietor in the course of trade, in relation to the same goods or services for which the mark is registered, uses the same work. The proprietor of a trademark has a right to fill a suit for infringement of his right and obtain.
(i) Injuction
(ii) Damages
(iii) Accounts of profit.
Q.20 Explain the meaning, characteristics and improtance of IPRS.
Ans. The exclusive right that a person enjoys with respect of his intellectual property are his intellectual property right. Patents, design and trademark and industries property as they are used in some from of business. Improtance of IPRS : It allow the creator's or owners to avail the benefit from the their works when these are produced commercially. These rights are safeguard for creators.
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