Intro To Supply Chain Management Quizzes Chapters 9-12

A

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

C

The concept of predicting the net profit which could be attributed to the entire future relationship with a specific customer is known as? A. Customer Segmentation B. Customer Relationship Management C. Customer Lifetime Value D. Customer Retention

B

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

B

Motor carrier (i.e, trucking) is the most reliable mode of transportation. A. True B. False

A

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

A

Pre-transaction elements of the customer service include things such as establishing customer service policies, agreeing on a mission statement, and developing an organizational structure. A. True B. False

B

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. A. True B. False

A

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. A. True B. False

B

Companies should adopt a Customer Relationship Management (CRM) strategy for every customer. A. True B. False

B

Companies should invest time and effort in developing CRM Programs for every customer. A. True B. False

D

Customer Service is? A. A Philosophy B. An Activity C. Performance Measure D. All of the above answer choices are correct E. None of the other answer choices are correct

A

Which transportation mode is the most reliable? A. Pipeline B. Air C. Truck D. Water E. Rail

B

A customer joins one of 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 Queueing System is being used at this restaurant? A. Multiple Channel, Single Phase, Single Server B. Multiple Channel, Multiple Phase, Multiple Servers acting in Parallel C. Single Channel, Multiple Phase, Multiple Servers acting in Series. D. Single Channel, Single Phase, Single Server

B

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

Edutailing is the term used to describe the new service distribution channel which combines retail and entertainment elements.

B

FOB Destination requires that ownership of the goods passes to the buyer when the public carrier accepts the goods from the seller. A. True B. False

C

Global location decisions involve all of the following EXCEPT? A. Defining each facility's strategic role B. Determining the location for each facility C. Determining how the facility will operate D. Identifying which market(s) each facility will serve

D

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? A. Repairs B. Recalls C. Recycling D. Reconcilitation E. Repackaging F. Returns

B

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. A. True B. False

A

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 websites. A. True B. False

A

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

The WTO is the only global international organization dealing with the rules of trade between nations A. True B. False

A

The term used to describe when a potential customer decides to leave the queue or waiting line is? A. Reneging B. Waiting Time Management C. Balking D. Queue Arrival

B

The term used to describe when a potential customer refuses to join the queue or waiting line is? A. Reneging B. Balking C. Queue Arrival D. Waiting Time Management

B

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

A

What is the term for the type of service distribution channel that helps to build market share and facilitate business when the owners have limited financial resources? A. Franchising B. Eatertainment C. Entertailing D. International Expansion E. Edutainment

B

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

E

Which transportation mode has the most accessibility? A. Pipeline B. Water C. Rail D. Air E. Truck

A

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? A. The Shippers Export Declaration (SED) has been submitted to CBP. B. The estimated tariffs or duties have been paid. C. Delivery to the shipping destination has been authorized by CBP following submission and review of required documentation. D. The shipment has arrived within the port of entry.

E

Which global facility type is described as the source of product and process innovation and competitive advantage across the entire organization? A. Source Factory B. Outpost Factory C. Server Factory D. Contributor Factory E. Lead Factory F. Offshore Factory

A

Which global facility type is set up in an area with an abundance of advance suppliers, competitors, and research facilities? A. Outpost Factory B. Lead Factory C. Server Factory D. Source Factory E. Contributor Factory F. Offshore Factory

C

Which of the following is NOT one of the twelve pillars of competitiveness? A. Goods Market Efficiency B. Technological Readiness C. Regional Trade Agreements D. Infrastructure

B

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)? A. Air B. Rail C. Pipeline D. Truck

B

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? A. Quality is assessed differently in the service industry B. There is a lower ratio of labor to materials in the service industry C. Services are generally not tangible D. Customers are much more directly involved in the service industry.

C

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

B

Which queueing system design involves multiple sets of multiple servers acting in a series such as in a fast food restaurant? A. Multiple channels, single phase B. Multiple channels, multiple phase C. Single channel, multiple phase D. Single channel, single phase

E

Which type of global logistics intermediary moves global shipments through customs and handles the documentation? A. Shippers' Association B. Freight Forwarder C. Non-Vessel-Operating Common Carrier (NVOCC) D. Transportation Broker E. Customs Broker

A

Which type of queueing system can be describe as being formed virtually using technology? A. Mobile queue B. Structured queue C. Unstructured queue. D. Stationary Queue

A

Which warehouse location strategy would most likely be used if a company has many more suppliers than customers? A. Product Positioned Strategy B. Intermediately Positioned Strategy C. Dynamically Positioned Strategy D. Market Positioned Strategy

B

Your company's marketing efforts allow customers to "opt-out" of receiving email advertisements. This is referred to as? A. Customer Appreciation Marketing B. Relationship Marketing C. Event-Based Marketing D. Target Marketing