Chapter 13: Supply Chain Process Integration

The SCM Integration Model

Align SC strategies with key SC process objectives... 8 key SC processes: 1. customer relationship management 2. customer service management 3. demand management 4. order fulfillment 5. manufacturing flow management 6. supplier relationship management 7. product development and commercialization 8. returns management

T/F: Demand forecasting is the most critical element in supply chain management.

True

process

a set of activities designed to produce a product or service for an internal or external customer

According to the text, all of the following are considered key supply chain business processes EXCEPT: a. Knowledge management process b. Manufacturing flow management process c. Supplier relationship management process d. Returns management process

a. Knowledge management process

(5) manufacturing flow management process

activities required to make the actual product, determining manufacturing process requirements to enable the right mix of flexibility and velocity to satisfy demand

(3) demand management process

balancing customer demand with the firm's output capacity; forecasting demand and coordinating with production, purchasing and distribution

Which of the following identifies the key customers, determines their needs, and then develops products and/or services to meet those needs? a. Customer Service Management b. Product Development and Commercialization c. Customer Relationship Management d. Demand Management

c. Customer Relationship Management

Which of the key supply chain business processes refers to meeting customer requirements by synchronizing the firm's marketing, production and distribution plans: a. Customer relationship management process b. Customer demand organization process c. Order fulfillment process d. Supply chain synchronization process

c. Order fulfillment process

A customer approaches you with a question regarding her order status and shipping date; the information you provide is an example of which of the eight key supply chain business processes: a. Supply management process b. Demand management process c. Order management process d. Customer service management process

d. Customer service management process

According to the text, customer feedback mechanisms are developed as part of which supply chain business process: a. Customer relationship management process b. Knowledge management process c. Customer service management process d. Product development and commercialization process

d. Product development and commercialization process

Which of the following is NOT one of the eight key supply chain business processes? a. Product Development and Commercialization b. Customer Relationship Management c. Order Fulfillment d. Strategic Management

d. Strategic Management

(7) product development and commercialization process

developing new products frequently and getting them to market effectively; integrating suppliers and customers into the process to reduce time to market

T/F: According to the textbook, there are four key supply chain business processes: Purchasing, Manufacturing, Distribution, and Returns.

false

T/F: The phrases "customer relationship management" and "customer service management" are interchangeable supply chain terms.

false

T/F: Manufacturing flow management is the key process that helps balance customer demand and the firm's output capabilities.

false - demand management does this

T/F: The order fulfillment process relies on forecasting and techniques used to smooth demand variabilities when disparities exist between demand and supply.

false - demand management does this

(6) supplier relationship management process

how the firm manages its relationship with suppliers; managing product and service agreements with suppliers; developing close working relationships with key suppliers

(8) returns management process

managing used product disposition, product recalls, packaging requirements; and minimize future returns

(4) order fulfillment process

meeting customer requirements by synchronizing the firm's marketing, production and distribution plans

(1) customer relationship management process

provides the firm with the structure for developing and managing customer relationships: identifying key customer segments, tailoring product and service agreements to meet their needs, measuring customer profitability and firm's impact on customers

(2) customer service management process

what imparts information to customers while also providing ongoing management of any product and service agreements between the firm and its customers: providing information to customers such as product availability, shipping dates and order status; and administering product and service agreements