Exam 2- Supply Chain Management

A cause-and-effect diagram is a useful tool for presenting data in an organized fashion, indicating process problems from most to least severe:

False

A lean system is also known as a push system

False

A list of quality-of-life factors would most likely include proximity to suppliers, tariff rates, and currency stability

False

A primary advantage for motor carriers is the weather

False

A small LTL shipment that originates on a truck in San Francisco and it moved from San Francisco to Las Vegas where it is unloaded and put onto another truck from final shipment to Phoenix would be considered an intermodal shipment since it utilizes more than one vehicle during shipment

False

A type of card called a kanban is used to signal when a process is out of control in a JIT production process.

False

A weakness of lean systems is that none of its practices are related to the environment or sustainability

False

Continuous connectivity is desired by many users of CRM applications, however this is still something the systems can't deliver yet

False

Customers of companies that use CRM applications should not be concerned with their personal information becoming compromised or being shared with other companies, because of the law.

False

Foreign-trade zones (FTZs) are secure sites within the European Union under the supervision of the EU Customs and Tarriffs

False

Generally speaking motor carriers are less expensive than rail carriers to haul goods

False

In a 2016 survey of 3Pl usage, 70 percent of shippers and 85 percent of 3PL services said the use of 3PLs contributed to a higher logistics costs

False

Only employees who will be entering CRM data should be involved in the CRM implementation plan

False

Organizations practicing lean production often increase their inventory levels in order to create a cushion against variability so that they can investigate and eliminate the weaknesses in their systems.

False

Segmenting customers on the basis of things like products purchased, sales history, demographic information, and desired product features can dilute the results of a CRM program

False

Since the deregulation of transportation in the U.S., negotiating transportation prices has become less common among business shippers and logistics providers

False

Some of Deming's 14 points actually conflict with many Six Sigma concepts.

False

The objectives of any CRM initiative should be focused on what the company can reasonable achieve.

False

The three inputs for calculating Customer Lifetime Value are Average Annual Sales, Expected Lifetime and Forecasted Profits

False

The use of small data makes CRM systems less successful

False

Third-party logistics (3PL) services cannot assist with customs clearance because of strict regulations

False

What does the term "Zombie Inventory" refer to?

Product returns that sit unsold in storerooms

_______ are for-profit organizations that contract out or lease a wide range of light manufacturing, warehousing, and distribution services to other companies.

Public warehouses

Which of the following secures the right of employees to decide whether to join or financially support a union?

Right-to-work laws

A system which allows sales managers to obtain current information and reporting capabilities regarding each salesperson's activities on each customer's account is referred to as a:

Sales territory management system

Which of the following is one of the most basic and important activities of CRM?

Segmenting customers

Which person was a key figure in developing the Toyota Production System and also developed the concept of poka-yoke?

Shingo

Which of the following can aggregate cargo and arrange for the domestic or international shipment of members' cargo at favorable volume rates?

Shippers' Associations

You work for a company that segments customers by demographic information, and then markets specifically to those customers who are located in the Los Angeles area. This is an example of:

Target marketing

Which of the following marked the end of the initial push by Congress to deregulate the entire U.S. transportation industry?

The Shipping Act of 1984

Which of the following is a U.S. law which requires compliance by all firms engaged in handling customer information?

The U.S. Patriot Act

CRM systems today require less training because:

They are designed to be more user-friendly

Which of the following international intermediaries helps foreign buyers and sellers find each other and then handles all the shipping arrangements and documentation preparation?

Trading company

In Europe, rail transportation tends to be much more prevalent and reliable than rail transportation in the U.S., because European track, facilities, and equipment are newer and better maintained

True

In many cases, reverse logistics is viewed as an unwanted activity of supply chain management

True

In the U.S. there is a trend to locate manufacturing facilities to sunny, incentive-friendly, nonunionized South.

True

International intermediaries can provide shipping, consolidation, and other import and export services. Some examples of these international intermediaries include: NVOCCs and trading companies.

True

It can be argued that transportation deregulation is good because it encourages competition and allows prices to adjust as supply, demand, and negotiations dictate

True

Lean thinking and Six Sigma quality are both concerned with achieving low cost and high quality throughout the supply chain.

True

The Malcolm Bridge National Quality Award recognizes firms for their quality achievements but is only given to U.S. firms

True

The primary design objective with lean layouts is to reduce wasted movements of workers, customers, and/or work-in-process.

True

When mistakes occur in the supply chain, which of the following things might happen?

All of the above

Which of the following is an example of how lean programs can help to protect the environment?

All of the above

Which of the following issues is (are) important to consider when trying to determine the location of a firm's facilities?

All of the above

Which of the following is a critical issue in sustainable development?

Climate change

_______carry the majority of the world's water-transported manufactured goods.

Containerships

When CRM applications are available 24/7 on smartphones, tablets, and desktops, this is referred to as:

Continuous connectivity

A practical independent measure firms can take to improve information security is:

Continuously monitor employee desktop applications, e-mails and phone calls

For integrated supply chains, logistics is considered:

Critically important

Which of the following quality gurus believed that companies should strive for zero defects and the quality was, in a sense, free since quality improvement programs invariably paid for themselves?

Crosby

Which of the following is a factor in choosing a location?

Currency stability

Users in a company can retrieve and study a large amount of information about consumers by housing that information in a centralized database that is commonly referred to as a:

Data warehouse

If lot sizes are reduced by 50 percent, what impact will this have on average inventory levels?

Decrease by 50%

The following are all examples of lean warehousing capabilities EXCEPT:

Decreased assembly operations

Which of the following is NOT one of the Seven Wastes?

Environmental waste

When an organization attempts to offer the right products and services to customers at the right time through the offer of individual promotions tied to specific events like birthdays and anniversaries, this is referred to as:

Event-based marketing

All of the following are recommended for designing and implementing a successful CRM program EXCEPT:

Expect employees to 'learn on the job' and adapt their way of working

When web sites suggest other items for purchase based on already purchased items, this is an example of Clickstream Selling.

False

A customer's lifetime value is calculated by:

Finding the NPV of a customer's projected lifetime profits for the firm

Which company probably played the largest role in the development of the Toyota Production System?

Ford

A ______ consolidates large numbers of small shipments to fill entire truck trailers or rail cars to achieve truckload or carload transportation rates

Freight Forwarder

Efficient Consumer Response was initially developed in 1990's for the following industry:

Grocery

When compared to their U.S. counterparts, a benchmarking study found that Japanese auto manufacturers used:

Half the engineering hours to produce a new automobile model

Due to the success of NAFTA, the U.S._______

Has free trade agreements in 20 countries

The Five -Ss refer to:

Industrial housekeeping

It is argued that transportation deregulation is good because:

It encourages competition

The Quick Response program, developed in the 1980's, was an offshoot of the following supply chain concept:

Just-in-Time

Japanese manufacturing firms sometimes create cooperative coalitions with their suppliers in order to provide the suppliers with a certain degree of financial support. What are these cooperative coalitions called?

Keiretsu Networks

Lean production emphasizes all of the following EXCEPT:

Long production runs

The use of quick response codes (QR Codes) to retrieve marketing information is a type of:

Mobile Marketing

In the text, Table 9.1 shows that for-hire logistics expenditures in the U.S., have _______ in the past thirty-one years

More than quadrupled

Waste in Japan is also referred to as:

Muda

Which tool is useful for presenting data in an organized fashion, indicating process problems from most to least severe:

Pareto Charts

You are a manager at Sunnydale Appliances. A customer who recently purchased a dishwasher contacts you with a problem and requests warranty information. According to the text, this is an example of:

Posttransaction customer service

The element of a CRM program involved with the use of data-mining software and customer behavior analytics is:

Predicting customer behaviors

Accepting sampling is a statistical technique that enables a shipment reject or acceptance decision to be made based on information obtained from a representative sample drawn from the population

True

According to the text, customer relationship management refers to building and maintaining profitable long-term customer relationships

True

As customers navigate through a website, CRM software can record and analyze the customer's clickstream so website images and ads can be tailored to the needs and desires of that individual customer.

True

Con-way Multimodal and BNSF Logistics are both considered third-party logistics providers

True

Customer lifetime value is calculated as the net present value of annuity

True

Deming, Crosby, and Juran are all prominent quality professionals whose ideas were vital to Six Sigma.

True

Facility location decisions can affect the efficiency and effectiveness of managing supply chains, the level of services provided to customers, and a firm's overall competitive advantage

True

Locating research and development, component manufacturing, assembly operations, marketing, and other associated businesses in one area can improve the supply chain, technology sharing, and information sharing

True

Logistics is what creates the efficient flow of goods between supply chain partners, allowing profits and competitive advantage to be maximized

True

Manufacturing cells are often U-shaped to make operator and material movements easier within the cell

True

Poor logistics management can bring a supply chain to its knees, regardless of the quality of the products

True

Reverse logistics refers to the movement and storage of returned goods

True

Safeguarding customer information is a legal and ethical responsibility for any company collecting, processing, and transmitting sensitive customer data.

True

Small data is the data that was around before big data

True

Statistical process control (SPC) allows firms to compare process performance to desired levels or required standards.

True

Statistical process control uses control charts to monitor the outputs of a process to identify variations due to assignable causes and variations due to common causes

True

The term "lean production" essentially refers to the Toyota Production System in its entirety

True

Through the use permission marketing programs, customers are allowed to select the type of communications companies can make with them. Actually, customers can even choose to be completely eliminated from both e-mail and traditional mailing lists.

True

Toyota initially designed their JIT program on Ford's manufacturing system

True

When lean firms share their best practices with supply chain members, this is referred to as yokoten

True

When mistakes occur in deliveries along the supply chain, more safety stocks must be held, adversely impacting both customer service levels and costs

True

While a companies Internet presence may be desirable for finding information or conducting product transfers, toughing products and talking face-to-face with company representatives remains an integral part of the supplier-customer interface

True

All of the following are required elements for the development of an effective CRM initiative EXCEPT:

Utilization of MRP

Which of the following are among the MOST important elements of the lean production philosophy?

Waste reduction and continuous improvement

Which of the following modes of cargo transport can be characterized as being the most inexpensive and very slow, yet good for transporting very heavy goods a long-distance?

Water Carriers