Mkt-460 test 1

_____ (ESI) is a key element of innovation strategies at industry leaders like cannon, Honda, and EM. a. early supplier involvement b. enterprise source information c. environmental strategy implementation d. export sourcing interface

a. early supplier involvement

which of the following are the top four causes of customer fulfillment dissatisfaction? a. employee training, measurement, empowerment and policies b. employee training, measurement, polices and customer service c. employee training, budget constraints, policies and customer expectations d. employee training, budget contrasts, customer expectations and polices

a. employee training, measurement, empowerment, and polices

one major purchasing objective achieved through the supplier selection process is to _____ to. a. identify high quality supplier candidates b. maximize use of the ERP system c. determine candidates for future purchased material d. establish the make cost of the purchased material

a. identify high quality supplier candidates

all of the following are opportunity considerations for businesses to create customer value except _____. a. location b. cost c. quality d. flexibility

a. location

_____ is often used instead of a purchase order for small- dollar purchases that the end-customer can use to purchase material and is similar to credit card. a. P-card b. MRP directive c. verbal authorization d. purchase index card

a. p-card

"transaction management" a part of the purchasing process includes which of the following tasks. a. price determination b. monitoring supplier improvement c. evaluation d. approval

a. price determination

identifying specific customer needs and then matching the company's _____ to those needs is the key to implementing a successful customer fulfillment strategy. a. promises and capabilities b. delivery c. core competencies d. synergies

a. promises and capabilities

in a well managed purchasing, department, expediting a purchase order occurs typically on a ________ percentage of material shipments. a. small b. routine c. moderate d. large

a. small

one of Garvin's 8 factors that comprise quality as viewed by the customer is serviceability. Serviceability refers to the ______. a. speed of repair when quality problems arise b. customer viewed dependability of the product or service c. the frequency of repair d. product or service characteristics where it can be counted up to not fail

a. speed of repair when quality problems arise

______ is a phenomenon that occurs when demand variations are exaggerated as decisions are made up the chain a. CPFR b. bullwhip effect c. SCM d. contingency theory

b. bullwhip effect

supplier cerfification suggests that the supplier____. a. meets government regulations for the commodity b. is capable of consistently shipping high quality material c. meets the requirements of an international standard d. has achieved on time delivery requirements

b. capable of consistently shipping high quality material

assuming you are the manufacturer of a product, from your perspective a distributor is an example of a _____ member of the value chain. a. upstream b. downstream c. not a member of the value chain d. internal

b. downstream

the text suggest that customers can be segmented by percent of sales into A,B, and C categories. applying this segment is defined as the A segment. what statement below best characterizes the relationship? a. dedicated customer account teams are used to establish a consistent point of contact and personal touch. b. frequent communication occurs between two firms at many levels, including marketing, engineering, logistics, and senior management c. the business operation provides high levels of standardized service excellence d. members of this group often become tomorrow's customer of choice

b. frequent communication occurs between 2 forms at many levels include market, engineering, logistics, an senior management

questions that supply chain strategist must ask in the development of supply chain strategy are? a. how can we do the job better than anyone else? b. how does the company uniquely help the chain deliver on its value proposition? c. what is the overall supply chain proposition? d. what valued capabilities do other members of the chain possess?

b. how does our company uniquely help the chain deliver on its value proposition

an effective customer service feedback system addresses all of the following questions except: a. would an improvement in our performance rally be valued by our customers? b. how do important customers define quality, on-time delivery, responsiveness, and other key value areas? c. does our current performance meet our customers requirements? d. are customers' performance measurements adequate?

b. how important customers define quality, on time delivery, responsiveness and other key value areas?

the function of ______ is to transport and store goods, assuring that inbound materials are available for operations and that outbound finished products are available to the customer a. purchasing b. logistics c. production d. material planning

b. logistics

before SC processes can be managed effectively up and down the supply chain, they must be ______. a. supported adequately with supply chain expert staffing b. managed well within the focal firm c. evaluated for efficiency and effectiveness d. documented as a value chain process

b. managed well within the focal firm

"relationship management" a part of the purchasing process includes which of the following tasks. a. placement of the purchase order b. performance monitoring c. communication d. supplier payment

b. performance monitoring

one of Garvin's 8 factors that comprise quality as viewed by the customer is performance. Performance is defined as ____. a. delivery speed of the product or service b. primary operating characteristics of the product or service c. customer viewed dependability of the product or service d. number of product or service features

b. primary operating characteristics of the product or service

a _____ is used to clearly describe and communicate needs to sourcing and includes vital information such as item description, purchase quantity, and delivery date. a. supplier selection form b. purchase requisition c. purchase order d. MRP

b. purchase requisition

_____ theory regarding strategic thinking focuses on building organizational skills and processes that enable a company to deliver distinctive products and services. a. industrial organization b. resource-based c. contingency d. business model

b. resource-based

the term "outsource" is used frequently in the text. Outsourcing is defined as _____. a. relying on the customer to add-value to the product or service b. disqualifying a supplier for a procured product or service c. a decision to have certain components in the value chain provided outside of one's business d. reducing the number of suppliers of a product or service to only one source

c. a decision to have a certain components in the value chain provided outside of ones business

one of Garvin's 8 factors that comprise quality as viewed by the customer is reliability. Reliability is defined as _____. a. how well a product or service matches established specifications b. the delivery speed of the product or service c. a product or service characteristic where it can be counted upon not to fail d. the difficulty of the product to be repaired

c. a product or service characteristic where it can be counted upon not to fail

the purpose of penalty clauses in purchasing agreements is to _____. a. require the supplier to comply with mandatory cots reduction efforts b. assure the financial stability of the supplier c. avoid supplier delivery problems d. stock inventory at the supplier

c. avoid supplier delivery problems

a ______ specifies the overall terms of agreement for a given time period, often 1 or more years and the total quantity purchased. a. expedite order b. selection approval c. blanket order d. limited purchase order

c. blanket order

____ theory regarding strategic thinking conceptualizes the relationship between a changing environment, managerial decision- making, and performance. a. industrial organization b. resource-based c. contingency d. business model

c. contingency

the real measure of quality is whether or not a product or service lives up to _____ expectations. a. design b. supply chain c. customer d. company

c. customer

all of the following are major steps in the supplier selection process except_______. a. identification b. monitoring c. development d. approval

c. development

______ provides an estimate of what products need to be produced and when they need to be produced. a. scheduling b. inventory control c. forecasting d. quality control

c. forecasting

_______ design is a manufacturing activity that refers to the technology selection and work design that is baed on production volumes, financial resources, and labor costs a. material b. product c. process d. facility

c. process

the 3 operations functions, _____, ______, and ______ are responsible for the "order fulfillment" process. a. material control, production, logistics b. purchasing, production and quality assurance c. purchasing, production and logistics d. material control, production, quality assurance

c. purchasing, production, logistics

dock to stock refers to ______. a. supplied material requires inspection that movement to the stock room b. the normal process flow of procured material c. supplied material is directed to stock and not the manufacturing floor d. a just-in-time material delivery process

c. supplied material is directed to stock and not the manufacturing floor

motorola established its 6-sigma quality improvement program more than a decade ago. the numerical value of a 6-sigma is ___. a. 1000 PPM b. 99.99% defect free c. 3.4 PPM d. 6PPM

d. 6PPM

A "PO" is a document that specifies the terms and condition of the purchase agreement and initiates supplier ______. a. notification of customer interest b. bidding c. selection d. action to proceed

d. action to proceed

there are four supply chain cost-reduction strategies employed by competent procurement functions as cited in the text. they include (1). productivity, enhancement, (2) _____ , (3) locating facilities in countries with low-cost inputs, (4) sourcing from the worlds most efficient suppliers. a. sourcing from past suppliers b. sourcing from local suppliers c. placing large quantity purchase orders d. adoption of advanced process technology

d. adoption of advanced process technology

a ____ is something that you company does so well that is provides the business a competitive advantage. a. pareto principle b. fulfillment strategy c. customer segmentation d. core competency

d. core competency

considering a competency-success factor alignment matrix, when customers success factors are high and competencies are high, this condition will most likely result in _____. a. resources expended here and wasted b. effort and resources dedicated to non-valued activities result in lower customer takeaway c. effective alignment results in profitable customer takeaway d. diminished focus and dissipated capabilities

d. diminished focus and dissipated capabilities

the theoretical ideal supply chain process collaboration is____. a. internal process integration b. forward process integration with valued first-tier customers c. backward process integration with valued first-tier suppliers d. forward and backward integration from the suppliers to the customers customer

d. forward and backward integration from the suppliers supplier to the customers customer

the term _______ was coined to signify that 15 to 40% of a firms capacity is used to find the fix poor-quality work. a. core competency b. pareto principle c. kaizen d. hidden plant

d. hidden plant

_______ determines how much and when to make specific products. a. quality control b. forecasting c. scheduling d. inventory control

d. inventory control

_____ creates value for customers by transforming capital, technology, labor and matters into more highly valued products and services. a. development management b. logistics mangement c. customer service management d. operation management

d. operation management

when managers emphasize efficient operations over appropriate customer satisfaction requirements, discrepancies in service quality can lead to _____. a. customer feedback b. higher operating costs c. higher fill rate targets d. service gaps

d. service gaps

assume for a moment you are a SC manager at Dell Computer. one of the commodities you plan and purchase is a microprocessor device from intel. Intel is therefore considered a (an) ___ member of the value chain a. internal b. not a member of the value stream c. downstream d. upstream

d. upstream

a goal of supply chain managers is to use technology and team work to build efficient and effective process that create _____ for the end customer. a. profit b. processes c. inventory d. value

d. value

True of false distribution management is concerned with the inbound movement and storage of raw materials, purchased components and subassemblies.

false

True or False "supply" chain and "value" chain are unrelated and in depend of each other.

false

true or false the america customer satisfaction index shows that companies have made great progress in recent years in living up to customer expectations.

false

True or False winning supply chain strategies should help a company do more than just beat the competition; they should help the company meet the real needs of their customers.

true

true or false it is typical for warehouses and distribution centers to perform light manufacturing or assembly.

true

true or false one of the major characteristics of today's customers is that they are empowered with a broad range of product and pricing information.

true