Supply Chain Final exam

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

Department of Homeland Security

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

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 - Turn customers away - Make customers wait for the service - Increase service capacity

Make service workers wait for the customers

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 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 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

Companies work very hard to reduce the number of their present customers which never return. This customer defection is often referred to as? Correct answer:

Customer Churn

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

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 Regulations, to a foreign national (i.e., non-US citizen) located within the United States, is known as?

Deemed Export

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

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

Balking occurs when customers decide to leave the queue after some length of waiting time in the queue

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 adopt a Customer Relationship Management (CRM) strategy 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

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

False

Keeping an existing customer costs 5-10 times as much as finding a new customer

False

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

False

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

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

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 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.

False

Themed restaurants such as the ESPN zone, Rainforest Café, and Chuck E. Cheese, are all examples of Entertailment facilities Incorrect answer:

False

When websites suggest other items for purchase based on already purchased items, this is an example of Clickstream selling

False

Which one of the following is NOT a Global Location Decision Factor - Labor Issues - Quality of Life Issues - Franchising - Business Clusters

Franchising

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

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

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

The owner or purchaser of imported goods is known as the . . . ?

Importer of Record

All of the following are dimensions of service quality, EXCEPT? - Empathy - Tangibles - Insurance - Responsiveness

Insurance

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

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 customers wait for the service -Make service workers wait for the customers -Turn customers away -Increase service capacity

Make service workers wait for the customers

Companies need a Customer Relationship Management program in order to?

Meet the Changing Expectations of Customers Retain their Existing Customers Acquire New Customers

Which type of queueing system can be described as being formed virtually using technology?

Mobile queue

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

Which transportation mode has the lowest per unit cost?

Pipeline

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

Pure Services

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)?

Rail

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)

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

Relationship Marketing

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

Reneging

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

Single channel, multiple phase

Which global facility type manufactures products at low cost but with skilled workers and significant managerial resources?

Source Factory

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.

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 - Services are generally not tangible - Quality is assessed differently in the service industry - Customers are much more directly involved in the service industry

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

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

True

Implicit services involve such aspects as the attitude of the servers, atmosphere, waiting time, and convenience, as well as other similar aspects

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

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

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

Utilizing fewer facilitating products

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

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

World Trade Organization

Customer Service is?

a philosophy an activity a performance measure

Which one of the following is NOT an activity typically performed by a company's call center?

Determining inventory levels of critical products.

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 of the following is NOT one of the four primary activities of Service Response Logistics? -Distribution Channels -Facilitating Goods -Service Quality -Waiting Times

Facilitating Goods

A Product Positioned Strategy would involve locating a company's warehouses close to the customers they serve in order to improve customer delivery.

False

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

False

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

Determining how the facility will operate