Exam 3- Intro to Supply Chain Rutgers (Professor Taitt)

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

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

U.S. Customs and Border Protection is part of what U.S. Federal Department?

Department of Homeland Security

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?

Hub and Spoke

What 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 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 queueing system design involves multiple servers acting in a series such as in a formal sit-down restaurant.

Single channel, multiple phase

Customer Relationship Management includes such key tools and components as, customer segmentation, target marketing, and personalized customer communications. T/F?

TRUE

Explicit services involve such aspects as the availability and access to the service, consistency of service performance, comprehensiveness of the service, and training of service personnel. T/F?

TRUE

Tariffs or duties are taxes imposed by governments on imported goods. T/F?

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. T/F?

TRUE

The WTO is the only global international organization dealing with the rules of trade between nations. T/F?

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. T/F?

TRUE

Themed restaurants such as the ESPN zone, Rainforest Café, and Chuck E. Cheese, are all examples of Entertailment facilities. T/F?

FALSE

When websites suggest other items for purchase based on already purchased items, this is an example of Clickstream selling. T/F?

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. T/F?

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. T/F?

FALSE

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

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. T/F?

FALSE

A Product Positioned Strategy would involve locating a company's warehouses close to the customers they serve in order to improve customer delivery. T/F?

False

A retailer with two cash register lines/checkout stations open is an example of a single-channel, multiple-phase queuing system. T/F?

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. T/F?

False

The international agency that administers trade agreements, facilitates trade negotiations, and helps to resolve trade disputes, is?

World Trade Organization

Which one of the following is NOT a Sales Force Automation tool? -Knowledge Management -Lead Management -Sales Territory Management -Call Center Management

-Call Center Management

Which of the following is NOT one of the key tools and components of CRM? 1. Cross Selling and Up-Selling 2. Event Based Marketing 3. Target Marketing 4. Predicting Supplier Behaviors

4. Predicting Supplier Behaviors

Which of the following is a required element of an effective CRM initiative? 1. All of these answer choices are correct 2. Sending out promotional materials by e-mail to a large random group of a potential customers. 3. Preserving a traditional sales force that communicates with the supply-chain via a traditional paper document/contract system. 4. Segmenting customers 5. None of the other answer choices are correct

4. Segmenting customers

The number of customers per day an organization's service delivery system is designed to serve within a certain time frame, is referred to as? 1. Capacity Utilization 2. Service Throughput 3. Productivity Potential 4. Service Capacity

4. Service Capacity

Which one of the following is NOT an activity typically performed by a company's call center? 1. Determining the average resolution time. 2. Increasing customer satisfaction levels. 3. Providing input to forecast future demand. 4. Determining inventory levels of critical products.

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

Persuading a customer to buy a more expensive product or service, than they are already planning to buy, is known as?

Up-Selling

If a company wanted to import materials duty-free, for use in the production of their end items, and then export them to other countries, they would most likely utilize? 1. International Processing Center 2. Foreign Trade Zone 3. Duty-free Territory 4. International Cross Docking Zone

2. Foreign Trade Zone

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

Motor carrier (i.e., trucking) is the most reliable mode of transportation. T/F?

FALSE

Your company's marketing efforts allow customers to "opt-out" of receiving email advertisements. This is referred to as?

Relationship Marketing

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. T/F?

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. T/F?

TRUE

All of the following are dimensions of service quality, EXCEPT? 1. Empathy 2. Responsiveness 3. Insurance 4. Tangibles

3. Insurance

Companies need a Customer Relationship Management program in order to? 1. All of these answer choices are correct 2. Acquire New Customers 3. Retain their Existing Customers 4. Meet the Changing Expectations of Customers 5. None of the other answer choices are correct

1. All of these answer choices are correct

Penalties for international trade violations can be substantial. Which of the following is NOT a typical penalty for these types of violations? 1. Capital Punishment 2. Criminal Penalties 3. Statutory Sanctions 4. Civil Penalties

1. Capital Punishment

Which of the following is NOT one of the four primary activities of Service Response Logistics? 1. Facilitating Goods 2. Distribution Channels 3. Waiting Times 4. Service Quality

1. Facilitating Goods

Which global facility type manufactures products at low cost but with skilled workers and significant managerial resources? 1. Source Factory 2. Offshore Factory 3. Server Factory 4. Lead Factory 5. Contributor Factory 6. Outpost Factory

1. Source Factory

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? 1. There is a lower ratio of labor to materials in the service industry 2. Services are generally not tangible 3. Quality is assessed differently in the service industry 4. Customers are much more directly involved in the service industry

1. There is a lower ratio of labor to materials in the service industry

Keeping an existing customer costs 5-10 times as much as finding a new customer. T/F?

FALSE

Which of the following is NOT one of the key tools and components of CRM? 1.Generalizing Customer Communications 2.Target Marketing 3.Predicting Customer Behaviors 4.Cross-Selling and Up-Selling

1.Generalizing Customer Communications

Which type of global logistics intermediary moves global shipments through customs and handles the documentation? 1. Shippers' Association 2. Customs Broker 3. Freight Forwarder 4. Transportation Broker 5. Non-Vessel-Operating Common Carrier (NVOCC)

2. Customs Broker

Global location decisions involve all of the following EXCEPT? 1. Determining the location for each facility 2. Determining how the facility will operate 3. Defining each facility's strategic role 4. Identifying which market(s) each facility will serve

2. Determining how the facility will operate

The owner or purchaser of imported goods is known as the . . . ? 1. Exporter of Record 2. Importer of Record 3. Customs Broker 4. Agent

2. Importer of Record

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? 1. Make customers wait for the service 2. Make service workers wait for the customers 3. Turn customers away 4. Increase service capacity

2. Make service workers wait for the customers

Which global facility type describes a factory set-up primarily to produce products at a low cost with minimal technical and managerial resources? 1. Source Factory 2. Offshore Factory 3. Server Factory 4. Lead Factory 5. Contributor Factory 6. Outpost Factory

2. Offshore Factory

Which of the following modes of transportation has the most capability (i.e. can handle the most different kinds of freight in terms of volume, variety, and weight)? 1. Truck 2. Rail 3. Pipeline 4. Sea 5. Air

2. Rail

Which of the following is NOT one of the ways that service products are different from physical products? 1. Services are largely provided very near where customers are located 2. Services are generally tangible 3. Customers are much more directly involved in the service industry 4. There is a much higher ratio of labor to materials in the service industry

2. Services are generally tangible

Which of the following items would be considered a facilitating product? 1. The automobiles washed by the car wash 2. The tools used to fix your car at an automobile repair shop 3. The suits being cleaned by the dry cleaner

2. The tools used to fix your car at an automobile repair shop

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? 1. Air 2. Water 3. Rail 4. Pipeline 5. Truck

2. Water

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? 1.Pre-transaction customer service 2.Post-transaction customer service 3.Customer churn 4.Customer management

2.Post-transaction customer service

Which one of the following is NOT a Global Location Decision Factor 1. Labor Issues 2. Quality of Life Issues 3. Franchising 4. Business Clusters

3. Franchising

Which one of the following is NOT one of the functions of the World Trade Organization? 1. Helping to resolve trade disputes 2. Monitoring trade policies 3. Helping to combat emergencies, such as the worldwide pandemic 4.Providing aid for developing countries

3. Helping to combat emergencies, such as the worldwide pandemic

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? 1. Source Factory 2. Offshore Factory 3. Server Factory 4. Lead Factory 5. Contributor Factory 6. Outpost Factory

3. Server Factory

Customer Service is? 1. None of the other answer choices are correct 2. A Philosophy 3. An Activity 4. All of the above answer choices are correct 5. A Performance Measure

4. All of the above answer choices are correct

Which type of queueing system can be described as being formed virtually using technology? 1. Structured queue 2. Unstructured queue 3. Stationary queue 4. Mobile queue

4. Mobile queue

Which transportation mode has the lowest per unit cost? 1. Air 2. Water 3. Rail 4. Pipeline 5. Truck

4. Pipeline

Which of the following would NOT be considered an acceptable option in managing capacity when demand exceeds available service capacity? 1. Sharing cross-trained employees 2. Utilizing technological tools like computers and automated systems 3. Using customers to provide services 4. Utilizing fewer facilitating products

4. Utilizing fewer facilitating products

Owning a private warehouse provides a manufacturing company with control and flexibility without presenting a financial risk. T/F?

FALSE

Which one of the following is NOT a Quality of Life issue used to help make global location decisions? 1. Mobility (i.e., the ability to easily move around in a country, city, community, etc.) 2. Culture 3. Economy 4.Infrastructure (e.g., roads, ports, utilities, institutions, etc.)

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

Which global facility type is focused on product development and engineering for products that they manufacture?

Contributor Factory

The concept of predicting the net profit which could be attributed to the entire future relationship with a specific customer is known as?

Customer Lifetime Value

The release of technology (or the source code for technology) which is subject to Export Administration Regulations, to a foreign national (i.e., non-US citizen) located within the United States, is known as?

Deemed Export

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

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. T/F?

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. T/F?

FALSE

Balking occurs when customers decide to leave the queue after some length of waiting time in the queue. T/F?

FALSE

Because government taxes and incentives can vary from country-to-country, they should not be factored into a global location decision. T/F?

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. T/F?

FALSE

Companies should adopt a Customer Relationship Management (CRM) strategy for every customer. T/F?

FALSE

Companies should invest time and effort in developing CRM programs for every customer. T/F?

FALSE

Implicit services involve such aspects as the availability and access to the service, consistency of service performance, comprehensiveness of the service, and training of service personnel. T/F?

FALSE

Which type of services offer very few or no tangible products to customers?

Pure Services

Reverse logistics involves the process of moving a product from the point of customer receipt back to the point of origin. Which one of the following is NOT one of the Five R's of Reverse Logistics?

Reconciliation(5 R's include: Repairs, Recalls, Repackaging, Recycling, Returns)

The term used to describe when a potential customer decides to leave the queue or waiting line is?

Reneging

Implicit services involve such aspects as the attitude of the servers, atmosphere, waiting time, and convenience, as well as other similar aspects. T/F?

TRUE

Reverse Logistics involves the process of moving a product from the point of consumption back to the point of origin to recapture value or ensure proper disposal T/F?

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. T/F?

TRUE

When a customer takes their automobile to a car wash, the car wash provides state utility to the vehicle. T/F?

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. T/F?

TRUE

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.