supply chain chapter 9-12 quizzes

Finding a new customer costs 5-10 times as much as keeping an existing customer a. True b. False

a. True

Which one of the following is NOT a transportation pricing consideration? a. Implicit Service b. Value of Service c. Cost of Service d. Terms of Sale

a. Implicit Service

Foreign and domestic merchandise may be moved into Foreign Trade Zones (unless prohibited by law), for activities such as storage, exhibition, assembly, manufacturing, and processing. a. True b. False

a. True

Service capacity is typically measured as the number of customers the service operation can serve in a given time period a. True b. False

a. True

The US Department of Homeland Security is responsible for preventing the entry of terrorists and the instruments of terrorism, and ensuring the efficient flow of lawful traffic and commerce a. True b. False

a. True

The length of time that customers are willing to wait for service before leaving, or before lowering their perception of the quality of the service company is directly related to the effectiveness of the queueing system being used by the service company to manage customers. a. True b. False

a. True

Themed restaurants such as the ESPN zone, Rainforest Café, and Chuck E. Cheese, are all examples of Eatertainment facilities a. True b. False

a. True

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

a. True

The greater the desired customer service level is, the more warehouses the company may need to have, but the tradeoff is maintaining a higher inventory level a. true b. false

a. true

An import can only occur inside the borders of your home country and an export can only occur outside the borders of your home country a. True b. False

b. False

Because government taxes and incentives can vary from country-to-country, they should not be factored into a global location decision. a. True b. False

b. False

Companies should invest time and effort in developing CRM programs for every customer a. True b. False

b. False

Keeping an existing customer costs 5-10 times as much as finding a new customer a. True b. False

b. False

The average arrival rate of the customer in a service supply chain does not influence the management of the actual waiting time or the perceived waiting time by the service company. a. True b. False

b. False

The logistics practice of unloading materials from an incoming truck or railcar and loading these materials directly onto outbound trucks or railcars, with little or no storage in between, is known as consolidation. a. True b. False

b. False

The process of analyzing customers who have stopped buying to determine why is known as customer behavior modification. a. True b. False

b. False

Transportation regulation and deregulation both have their supporters. Proponents of regulation consider it to be good since it encourages competition and allows price negotiations a. True b. False

b. False

When using a Level Demand Strategy to manage service capacity, the service provider varies their capacity to match demand so that they can handle fluctuations in customer demand. a. True b. False

b. False

When websites suggest other items for purchase based on already purchased items, this is an example of Clickstream selling a. True b. False

b. False

Which one of the following is NOT a Global Location Decision Factor a. Labor Issues b. Franchising c. Business Clusters d. Quality of Life Issues

b. Franchising

All of the following are dimensions of service quality, EXCEPT? a. Empathy b. Insurance c. Responsiveness d. Tangibles

b. Insurance

Sales Force Automation tools are used for documenting field sales activities, communications with the home office, and retrieving sales history. Which one of the following is NOT one of those tools? a. Sales Territory Management b. Queuing System Management c. Knowledge Management d. Lead Management

b. Queuing System Management

Which of the following is a required element of an effective CRM initiative? a. All of these answer choices are correct b. Segmenting customers c. Sending out promotional materials by e-mail to a large random group of a potential customers d. Preserving a traditional sales force that communicates with the supply-chain via a traditional paper document/contract system e. None of the other answer choices are correct

b. Segmenting customers

Persuading a customer to buy a more expensive product or service, than they are already planning to buy, is known as? a. Consumer Scam b. Up-Selling c. Cross-Selling d. Telemarketing

b. Up-Selling

The international agency that administers trade agreements, facilitates trade negotiations, and helps to resolve trade disputes, is? a. Regional Trade Association b. World Trade Organization c. Foreign Trade Commission d. International Trade Federation

b. World Trade Organization

Owning a private warehouse provides a manufacturing company with control and flexibility without presenting a financial risk. a. true b. false

b. false

The transportation industry continues to be heavily regulated to protect consumers from monopoly pricing, provide safety, and hold carriers liable for their actions a. True b. False

b. false

What is the common name of the warehouse network that is configured with a centralized warehouse which holds most of the inventory linked to a series of smaller geographically dispersed warehouses which hold only a small amount of inventory to support their local area in the immediate time frame? a. consolidation b. hub and spoke c. break-bulk d. decentralized

b. hub and spoke

Which one of the following would NOT be considered an acceptable strategy for managing capacity when the available service capacity exceeds the demand? a. Shift demand from peak demand periods into non-peak periods b. Do training or cross training c. Hire more people to provide the service d. Do other jobs, i.e., find other uses for available capacity

c. Hire more people to provide the service

Which one of the following is NOT a Quality of Life issue used to help make global location decisions? a. Economy b. Culture c. Infrastructure (e.g., roads, ports, utilities, institutions, etc.) d. Mobility (i.e., the ability to easily move around in a country, city, community, etc.)

c. Infrastructure (e.g., roads, ports, utilities, institutions, etc.)

Which one of the following is NOT one of the Five Dimensions of Service Quality? a. Empathy b. Tangibles c. Serviceability d. Assurance

c. Serviceability

Which type of services involve things owned by the customer? a. Self-Services b. End Product Services c. State Utility Services d. Pure Services

c. State Utility Services

Considering everything discussed in class about Transportation. Which statement BEST describes what Transportation Management involves? a. Managing all the carriers that ship your products and/or materials to and from your suppliers and customers. b. Deciding how to ship your products. c. Trade-off decisions between cost & timing of delivery, decisions about how to ship and negotiations regarding freight rates, terms and conditions. d. Determining the cheapest way to deliver your good to your customer.

c. Trade-off decisions between cost & timing of delivery, decisions about how to ship and negotiations regarding freight rates, terms and conditions.

Companies need a Customer Relationship Management program in order to? a. Retain their Existing Customers b. Acquire New Customers c. Meet the Changing Expectations of Customers d. All of these answer choices are correct e. None of the other answer choices are correct

d. All of these answer choices are correct

Which of the following would be considered a "quality-of-life" issue in making a global location decision? a. Access to Suppliers b. Currency Stability c. Proximity to Markets d. Community Safety

d. Community Safety

The transfer of goods from an inbound carrier to an outbound carrier, without the goods being put away into storage is known as? a. Piggy Backing b. Trans Shipping c. Customs Brokering d. Cross Docking

d. Cross Docking

Which type of global logistics intermediary moves global shipments through customs and handles the documentation? a. Non-Vessel-Operating Common Carrier (NVOCC) b. Transportation Broker c. Shippers' Association d. Customs Broker e. Freight Forwarder

d. Customs Broker

Which type of services offer very few or no tangible products to customers? a. End Product Services b. Self-Services c. State Utility Services d. Pure Services

d. Pure Services

Which of the following BEST describes the services provided by Third-Party Logistics (3PL) companies? a. They negotiate with overseas suppliers for movement of good in that country. b. They negotiate prices and terms with your suppliers for the parts that you use in your products and then ship them to you. c. They bundle transportation volumes to leverage negotiations. d. They warehouse and distribute your products, and potentially perform some other value-added processes.

d. They warehouse and distribute your products, and potentially perform some other value-added processes.

Which global facility type manufactures products at low cost but with skilled workers and significant managerial resources? a. Offshore Factory b. Server Factory c. Lead Factory d. Outpost Factory e. Contributor Factory f. Source Factory

f. Source Factory