QUESTION 13 Scores on 9 and 10 on a simple feedback system used to measure the net promoter score (NPS) represent customers who are detractors neutral promoters none of the above QUESTION 14 A computer manufacturer assembles finished computer systems by configuring standardized components and modules based on customer preferences. The technique the computer manufacturer is using is called specialization technology innovation process benchmarking mass customization QUESTION 15 ATM machines often require users to retrieve their ATM cards before they are given their cash withdrawals so as to prevent people from forgetting their cards. This is an example of using what tool to prevent service falures? Kanban Poka yoko Kaizen Jidoka QUESTION 16 Customers at a fine dining restaurant often leave dissatisfied because in their opinion, the water took too long to present their bill. This demonstrates the fact that customers often provide their own specifications customers are often the quality inspectors customers are often the cause of service failures customers are often the output of a service process