Supply Chain Exam 3
Which transportation mode is the fastest over a long distance?
Air
A tool used to graph how a process changes over time
Control Charts
Which new service distribution channel can be described as combining retail with entertainment elements?
Entertailing
Companies should adopt a Customer Relationship Management (CRM) strategy for every customer
False
A tool used to sequence the movements or actions of people or things involved in a complex system or activity
Flow Diagrams
Which global facility type describes a factory set-up primarily to produce products at a low cost with minimal technical and managerial resources?
Offshore Factory
Companies need a Customer Relationship Management program in order to?
All of these answer choices are correct
Customer Service is?
All of these answer choices are correct
Which one of the following is NOT one of the dimensions of service quality?
Apathy
When a number of interconnected companies and institutions from a particular field are located in a single geographic location; that location is referred as?
Business Cluster
Which one of the following is NOT a Sales Force Automation tool?
Call Center Management
Penalties for international trade violation can be substantial. Which of the following is NOT a typical penalty for these types of violations?
Capital Punishment
A tool used to aid in brainstorming and isolating the causes of a problem
Cause and Effect Diagrams
A tool used to identify the frequency of occurrence for each identified problem
Check Sheets
Which Transportation Company Classification is described as a person or company who transports freight for a fee and can be hired by anyone to transport goods?
Common Carrier
Which of the following would be considered a "quality-of-life" issue in making a global location decision?
Community Safety
Which Transportation Company Classification is described as a person or company who transports freight under contract to limited number of shippers?
Contract Carrier
Which ownership type provides the advantage of providing the client with specialized services tailor-made to suit their needs without the disadvantages of high startup costs?
Contract Warehouse
Which global facility type is focused on product development and engineering for products that they manufacture?
Contributor Factory
The transfer of goods from an inbound carrier to an outbound carrier, without the goods being put away into storage is known as?
Cross Docking
Which warehousing process is considered a Lean concept because it eliminates the need to store inventory, and reduces transportation?
Cross Docking Warehousing
Companies work very hard to reduce the number of their present customers which never return. This customer defection is often referred to as?
Customer Churn
Which type of global logistics intermediary moves global shipments through customs and handles the documentation?
Customs Broker
The release of technology (or the source code for technology) which is subject to Export Administration Regulation, to a foreign national (i.e., non-US citizen) located within the United States, is known as?
Deemed Export
U.S. Customs and Border Protection is part of what U.S. Federal Department?
Department of Homeland Security
Which one of the following is NOT an activity typically performed by a company's call center?
Determining inventory levels of critical products.
The three general service strategies are?
Differentiation, Focus, and Cost Leadership
Which type of services offer tangible components along with the service component?
End Product Services
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
Which Transportation Company Classification is described as a person or company specializing in transporting commodities exempt from regulation by the Interstate Commerce Act?
Exempt Carrier
Which of the following statements is true?
FTL is used when you have enough volume to fill a truck or you don't want any other company's goods on the truck with your product.
Which of the following is NOT one of the four primary activities of Service Response Logistics?
Facilitating Goods
A Deemed Export is the release of technology or source code that is subject to the Export Administration Regulations, to a US citizen located in the United States?
False
A retailer with two cash register lines/checkout stations open is an example of a single-channel, multiple-phase queuing system.
False
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
False
Break-Bulk is the term used to describe when a warehouse operation receives products from different plants or suppliers, stores them, and then combines them with similar shipments from other plants or suppliers for further distribution
False
Companies should invest time and effort in developing CRM programs for every customer
False
Consolidation is the term used to describe when a warehouse receives a single large shipment and then separates that shipment into individual deliveries going to multiple destinations
False
Eatertailing is the term used to describe the new service distribution channel which combines restaurant and entertainment elements
False
Edutailing is the term used to describe the new service distribution channel which combines retail and entertainment elements
False
Keeping an existing customer costs 5-10 times as much as finding a new customer
False
Keeping an existing customer costs 5-10 times as much as finding as new customer
False
Material that is imported through the use of a Foreign Trade Zone (FTZ) must be removed from the FTZ within 1 year to avoid fines or sanctions being imposed by US Customs and Border Protection on the Importer of Record.
False
Reverse Logistics involve the process of moving a product from the point of origin to the point of consumption to recapture value or ensure proper disposal
False
Segmenting customers on the basis of things like product purchased, sales history, demographic information, and desired product features can dilute the results of a CRM program
False
The greater the desired customer service level is, the more warehouses the company may need to have, but the tradeoff is maintaining a lower inventory level
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.
False
The major benefits of transportation regulation are that regulation encourages competition in the industry and allows shippers to negotiate prices directly with carriers
False
The process of analyzing customers who have stopped buying to determine why is known as customer behavior modification
False
The transportation industry continues to be heavily regulated to protect consumers from monopoly pricing, provide safety, and hold carriers liable for their actions
False
The transportation term of sale known as Free on Board (F.O.B) Origin requires that the seller retain ownership of the product from the point of origin until it reaches the buyer's destination
False
Two models that utilize quantitative data, to help determine the attractiveness of one location versus another, are the Break-Even Model and the Extrapolated Average Cost
False
When websites suggest other items for purchase based on already purchased items, this is an example of Clickstream selling
False
If a company wanted to import material duty-free, for use in the production of their end items, and then export them to other countries, they would likely utilize?
Foreign Trade Zone
A company selected as the lead logistics partner charged with managing the activities of all the company's logistics partners, is known as?
Fourth Party Logistics provider
Which one of the following is NOT a Global Location Decision Factor
Franchising
Which of the following is NOT one of the key tools and components of CRM?
Generalizing Customer Communications
Which one of the following is NOT one of the functions of the World Trade Organization?
Helping to combat emergencies, such as the worldwide pandemic
A tool to graphical display data grouped into ranges
Histograms
Global location decisions involve all of the following EXCEPT?
How: Determining how the facility will operate
What are the main objectives of the quality management process you identified above in Six Sigma?
Identifies and removes the cause of defects (errors) and minimizing variability in manufacturing and in business processes. Six Sigma improves the supply chain "process" by reducing variation
The owner of purchaser of imported goods is known as the...?
Importer of Record
What are the main objectives of the operating philosophy you identified above in LEAN?
Improves the supply chain "flow" by eliminating waste and enhancing value
Which one of the following is NOT a Quality of Life issue used to help make global location decisions?
Infrastructure (e.g., roads, ports, utilities, institutions, etc.)
Which type of warehouse network strategy would you be using if you positioned your warehouses somewhere midway between the supply sources and the customers to try to balance costs, inventory, and customer service?
Intermediately Positioned
What is the term for the use of multiple modes of transportation to execute a single transport shipment?
Intermodal
Name the operating philosophy discussed in Chapter 8 that is used to help manage operations in the supply chain.
LEAN
Which global facility type is described as the source of product and process innovation and competitive advantage across the entire organization?
Lead Factory
The goals and benefits of a good Customer Relationship Management program include all of the following EXCEPT?
Lower inventory levels.
Which of the following is NOT consistent with a decentralized warehousing system?
Lower total operating costs
If the demand for the service exceeds the capacity of the service operation to perform the service, the alternatives include all of the following EXCEPT?
Make service workers wait for the customers
Which manufacturing strategies are most aligned with batch manufacturing?
Make-to-Order Assemble-to-Order
Which type of queueing system can be described as being formed virtually using technology?
Mobile queue
A customer joins one of the several available lines at a typical fast-food restaurant where there are several counter staff members ready to take orders, supported by a common kitchen staff preparing the food. What type of Queuing System is being used at this restaurant?
Multiple Channel, Multiple Phase, Multiple Servers acting in Parallel
Which queueing system design involves multiple sets of multiple servers acting in a series such as in a fast food restaurant
Multiple channels, multiple phase
Which global facility type is set up in an area with an abundance of advance suppliers, competitors, and research facilities?
Outpost Factory
A tool used to organize and present process problems from most to least severe
Pareto Analysis
Withdrawing components from stock to make assemblies or finished goods, or to ship to a customer, is known as?
Picking
Which transportation mode has the lowest per-unit cost?
Pipeline
Which transportation mode is the most reliable?
Pipeline
You are a manager at Sunnydale Appliances. A customer who recently purchased a dishwasher contacts you with a problem and requests warranty information. This is an example of?
Post-transaction customer service
Which of the following is NOT one of the key tools and components of CRM?
Predicting Supplier Behaviors
What type of warehouse network strategy would you be using if you positioned your warehouses close to supply sources to collect goods and consolidate before shipping products out to customers?
Product Positioned
Which warehouse location strategy would most likely be used if a company has many more suppliers than customers?
Product Positioned Strategy
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?
Queuing System Management
The mode of transportation that has the most capability is
Rail
What are the five R's of Reverse Logistics?
Recalls Repairs Returns Repackaging Recycling
Which of the following is NOT one of the twelve pillars of competitiveness?
Recreation
Which of the following is NOT one of the twelve pillars of competitiveness?
Regional Trade Agreements
Your company's marketing efforts allow customers to "opt-out" of receiving email advertisements. This is referred to as?
Relationship Marketing
A tool used to plot the values of two variables along two axes in order to reveal any correlation present
Scatter Diagrams
Which global facility type is described as a factory set up to take advantage of government incentives, and/or reduced tax/tariff barriers, to meet regional or local market needs?
Server Factory
Which of the following is NOT one of the ways that service products are different from physical products?
Services are generally tangible
Which queueing system design involves multiple servers acting in a series such as in a formal sit-down restaurant
Single channel, multiple phase
Name the quality management process discussed in Chapter 8.
Six Sigma
Which type of services involve things owned by the customer?
State Utility Services
What are the primary functions of a warehouse
Storage Receiving Packing Shipping Picking
When an international shipment reaches the US, the Importer of Record must file entry documents at the port of entry. The goods are not legally entered into US commerce until all of the following criteria are met, EXCEPT?
The Shippers Export Declaration (SED) has been submitted to CBP
What is "Cross-Docking"?
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 to reduce inventory investment and storage space requirements
Which of the following items would be considered a facilitating product?
The tools used to fix your car at an automobile repair shop
Which of the following statements describing how supply chain management in the service industry differs from supply chain management in the manufacturing industry, is NOT correct?
There is a lower ratio of labor to materials in the service industry
What does 3PL stand for?
Third Party Logistics
Because air transport is so expensive the best cargo candidates for air shipment are products with a high cost to weight ratio
True
Break-Bulk is the term used to describe when a warehouse receives a single large shipment and then separates that shipment into individual deliveries going to multiple destinations.
True
Customer Relationship Management includes such key tools and components as, customer segmentation, target marketing, and personalized customer communications.
True
FOB Destination requires that the supplier legally retain ownership of the product being shipped until it reaches the destination.
True
Service capacity is typically measured as the number of customers the service operations can serve in a given time period
True
Some of the way's customers evaluate the customer service capabilities of an organization are through their experiences with human response call centers, automated response call centers, and consumer web sites
True
Tariffs or duties are taxed imposed by governments on imported goods
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
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
True
The WTO is the only global international organization dealing with the rules of trade between nations
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
True
When a customer takes their automobile to a car wash, the car wash provides state utility to the vehicle
True
When a repair service company performs repairs on a customers' broken refrigerator, the service company is said to be providing the type of service known as state utility
True
Persuading a customer to buy a more expensive product or service, than they are already planning to buy, is known as?
Up-Selling
Which of the following modes of transportation can be characterized as being inexpensive, very slow and inflexible, and good for transporting very heavy, very bulky, and containerized cargo?
Water
Name the five modes of transportation.
1) Truck 2) Air 3) Rail 4) Pipeline 5) Water
is the manufacturing strategy that has the shortest / fastest lead time (i.e., the manufacturing strategy that will provide product to customers the quickest).
Make-to-Stock
Name the five (5) key characteristics to consider in the development and implementation of a Supplier Relationship Management system
1) Automation 2) Integration 3) Visibility 4) Collaboration 5) Optimization
Name five (5) keys to a successful strategic partnership
1) Building a Trust 2) Having a Shared Vision and Objective 3) Developing Personal Relationships 4) Establishing Mutual Benefits and Needs 5) Gaining Commitment from Top Management
Name five (5) services that a 3PL offers.
1) Inbound Transportation 2) Outbound Transportation 3) Warehousing 4) Pick and Pack 5) Freight Forwarding
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.
True
Implicit services involve such aspects as the attitude of the servers, atmosphere, waiting time, and convenience, as well as other similar aspects
True
Pre-transaction elements of customer service include things such as establishing customer service policies, agreeing on a mission statement, and developing an organizational structure
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
True
