SCM Ch 4 SB

What will result from a firm achieving minimum industry service expectation?

Competitiveness

Who are not involved in an agreement when service providers are positioned to provide value-added services?

Competitors

Who will a firm need to meet customer satisfaction more than, in order to gain a competitive advantage?

Competitors

What is fundamental to effective logistics operations, as it becomes common for customers to actually specify a desired date and delivery appointment when placing orders.

Consistency

Which is not considered a customer's expectation that revolves around the supplier's logistical service platform?

Constraint

What type of plan is to take effect in order to accomplish recovery and measure compliance?

Contingency

Who does omnichannel have a significant appeal toward as it provides them with alternative combinations of the supply chain service outputs?

Customers

Whose perception perceives performance to be lower or higher than actually achieved?

Customers

The fill rate level of service to be offered on specific products can be used in which way to stand out?

Differentiate

A beneficial customer platform can be established without a thorough understanding of customer expectations, how they are prioritized, and how they are formed.

False

Existence of one or more gaps will not lead to customer perception that performance is not as good as expected.

False

The stipulation of attributes of reliability will involve the order-related activities to be in what type of performance status?

Flawless

What is the term used for a firm's ability to respond to special situations and unusual or unexpected customer requests?

Flexibility

With today's high level of communication and transportation technology, how fast can order cycles be?

Hours

If the customer does not have a desire for a product, what will a Stockout not have on the firm's performance?

Impact

What will eliminating a performance gap result in?

Improvement

What is considered during production for specific goods or services and is needed to satisfy the consumption needs?

Individualism

Which output refers to the number of units to be purchased in each transaction?

Lot size

In addition to the industry-acceptable practice, what is the other factor that firms use to establish their service platforms?

Marketing

Which of the following is a major cause of customer dissatisfaction?

Overcommitment

Which principle is used as a tool in helping a company target customers values?

Pareto

Regarding availability, in what manner are stock frequency, fill rate, and perfect orders shipped measured?

Performance

What must customer service do in addition to identifying all activities required to meet customers' logistical requirements?

Prioritize

Whether it is customer service, manufacturing support, or procurement, which of the following is not measured as operational performance?

Rigidness

Which output refers to the amount of shopping time and effort that will be required on the part of the customer?

Spatial Convenience

When customer expectations are not reflecting the internal performance accordingly, what must still exist?

Standard gap

What will the customers' shift from expectations to real requirements determine for a firm?

Success

According to business strategies, who do customers gear their requirements toward, which depends on their performance?

Suppliers

The perfect order is deliver complete, deliver on time, at the right location, in perfect condition, with complete and accurate documentation.

True

The program recognizes that customers vary in what metrics are most important to them, how those measures are defines, and what the levels of expectations are for each measure.

True

There should be no gap between what a firm is capable of doing and what customers are told about these capabilities.

True

True or false: A benefit of using CRM is it provides sales representatives and customers with current information regarding sales history, shipment history, order status, promotional summaries and shipment information.

True

True or false: An organization must develop an understanding of how it can use its own capabilities to enhance customer performance.

True

Which generic service output refers to the amount of time the customer must wait between ordering and receiving products?

Waiting time

Failure of complete shipment of a customer's order results with what rating?

Zero

The orders shipped complete views having everything that a customer orders as the standard of ___ performance.

acceptable

Customer relationship management technology has been used by many firms to describe their efforts to ___ better the needs and requirements of individual customers.

accommodate

Service reliability involves the combined attributes of logistics and concerns a firm's ability to perform all order-related ___, as well as provide customers with critical information regarding logistical operations and status.

activities

The marketing concept and relationship marketing that different customers are likely to require different ___ and strategies for customer accommodation.

approaches

To implement a logistics service platform, it is necessary to specify a commitment level to all customers in terms of ___ , operational performance, and reliability.

availability

Customer satisfaction has been a fundamental concept in marketing and ___ strategy.

business

A ___ to satisfaction represents a step beyond a basic service platform in an organization's efforts to develop customer relationships.

commitment

Disruption in supply, one-time customization of basic service for specific for specific customers or segments and product modification or customization performed while in the logistics system are some ways that a firm's logistical ___ is directly related to accommodate such unexpected circumstances.

competency

In order to achieve goals, who must an organization be more effective than in identifying customer needs, and focusing resources and activities on these customer requirements?

competitors

The basic principles of customer-focused marketing have their roots in the marketing ___.

concept

The difference in the level of spatial convenience has major implications for the overall supply chain structure and for the logistics ___ incurred in the supply chain.

cost

Order cycle consistency is measured by the number of times that actual ___ meet the time planned for completion.

cycles

Although performance over a long time period has been very good, a late or incomplete or otherwise subpar delivery may result in a customer's expression of extreme ___ .

dissatisfaction

Although performance over a long time period has been very good, a late or incomplete or otherwise subpar delivery may result in a customer's expression of extreme ___.

dissatisfaction

Product variety and assortment refers to different supply chains offering different levels of variety and assortment to consumers and _______ users.

end

The real key to customer-focused marketing lies in a company using its performance capabilities to ___ the success of those customers.

enhance

When building a platform for delivering customer satisfaction, a firm must ensure that gaps do not ___.

exist

It is important to note that previous performance ___ with one supplier may also influence the customer's expectation regarding other suppliers.

expectations

What is customer satisfaction based on?

expectations

A customer success program involves a thorough understanding of individual customer requirements and a commitment to focus on long-term business relationships having high potential for ___ and profitability.

growth

The supply chain that allows customers to purchase in small quantities normally experiences higher cost and therefore demands ___ unit prices from customers.

higher

Adjustments can be ___ to prevent or accommodate special situations, thereby preventing malfunctions.

implemented

A continued escalation of customers' expectation concerning supplier capabilities is the result of continuous ___.

improvement

Availability is the capacity to have ___ when desired by a customer.

inventory

Supply chains generally incur lower costs and customers are rewarded in the form of ___ prices for their willingness to wait.

lower

Customer service represents logistics' role in fulfilling the ___ concept.

marketing

Omnichannel marketing is commonly agreed to be a _______ approach to sales that seeks to provide the customer with a seamless shopping experience whether the customer is shopping online from a desktop or mobile device, by telephone or in a brick-and-mortar facility.

multichannel

The fundamental gap that may exist is between customers' real expectations and managers' ___ of those expectations.

perceptions

Customers have numerous expectations such as availability, operational ___ , and service reliability.

performance

The ___ ___ is the difference between standard and actual performance.

performance gap

Speed is an essential ingredient in many just-in-time and quick-response logistical strategies, as fast performance cycles ___ customer inventory requirements.

reduce

From a strategic point of view, a company must determine which type of ___ approach is appropriate for which customers.

relationship

Which marketing strategy focuses on developing long-term relations with key supply chain participants such as consumers, intermediate customers, and suppliers in an effort to develop and retain long-term preference and loyalty.

relationship

Value-added services refer to unique activities that firms can jointly develop to enhance their efficiency and ___.

relevancy

Traditional marketing strategies focus on obtaining successful exchanges, or transactions with customers to drive increases in ___ and ___.

revenue, profit

Product variety and assortment are the fourth ___ output.

service

Firms must overcome three problems known as "discrepancy" pertaining to quantity, assortments, time and ___.

space

Even if full understanding of customer expectations exists, it is still necessary to establish ___ of performance for the organization.

standards

The probability that a firm will not have inventory available to meet a customer order is referred to as ___ frequency.

stockout

Fill rate measures the magnitude or impact of stockout over ___.

time

Operational performance deals with the ___ required to deliver a customer's order.

time

Logistics and supply chain executives have begun to focus attention on ___ or ___ performance.

zero-defect, six-sigma