Supply Chain Quiz & HW (Ch 9-12)

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

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

What is the term for the use of multiple modes of transportation to execute a single transport shipment? a. Intermodal b. Combination Shipping c. Multi-Modal d. Trans-Modal

a. Intermodal

The term used to describe when a potential customer decides to leave the queue or waiting line is? a. Reneging b. Queue Arrival c. Waiting Time Management d. Balking

a. Reneging

When a number of interconnected companies and institutions from a particular field are located in a single geographic location; that location is referred to as? a. Metroplex b. Business Cluster c. Regional Business Center d. Industrial Point

b. Business Cluster

The three general service strategies are? a. Profit-based, Nonprofits, and Free Services b. Differentiation, Focus, and Cost Leadership c. Manufacturing, Service, and Retail d. Pure, End Product, and State Utility e. Mass-Production, Make-to-Order, and General Services

b. Differentiation, Focus, and Cost Leadership

The owner or purchaser of imported goods is known as the . . . ? a. Customs Broker b. Importer of Record c. Agent d. Exporter of Record

b. Importer of Record

Which of the following is NOT consistent with a decentralized warehousing system? a. Higher safety stocks required b. Lower total operating costs c. Lower transportation fees d. Shorter lead times

b. Lower total operating costs

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. Services are generally not tangible b. There is a lower ratio of labor to materials in the service industry c. Quality is assessed differently in the service industry d. Customers are much more directly involved in the service industry

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

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? a. Pipeline b. Motor/Truck c. Water d. Air

c. Water

Which global facility type manufactures products at low cost but with skilled workers and significant managerial resources? a. Outpost Factory b. Lead Factory c. Server Factory d. Offshore Factory e. Contributor Factory f. Source Factory

f. Source Factory

(T/F) When using a Level Demand Strategy to manage service capacity, the service provider varies their capacity to match demand so that they can handle fluctuations in customer demand.

False

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

False

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

True

Companies work very hard to reduce the number of their present customers which never return. This customer defection is often referred to as? a. Customer Churn b. Customer Retention c. Reneging d. Revenue Exodus e. Balking

a. 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? a. Customer Lifetime Value b. Customer Segmentation c. Customer Relationship d. Management Customer Retention

a. Customer Lifetime Value

Companies need a Customer Relationship Management program in order to? a. None of the other answer choices are correct b. Meet the Changing Expectations of Customers c. All of these answer choices are correct d. Acquire New Customers e. Retain their Existing Customers

c. All of these answer choices are correct

The transfer of goods from an inbound carrier to an outbound carrier, without the goods being put away into storage is known as? a. Piggy Backing b. Customs Brokering c. Cross Docking d. Trans Shipping

c. Cross Docking

Which global facility type is focused on product development and engineering for products that they manufacture? a. Source Factory b. Lead Factory c. Offshore Factory d. Server Factory e. Contributor Factory f. Outpost Factory

e. Contributor Factory

Which global facility type is described as the source of product and process innovation and competitive advantage across the entire organization? a. Outpost Factory b. Offshore Factory c. Contributor Factory d. Source Factory e. Lead Factory f. Server Factory

e. Lead Factory

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

False

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

False

(T/F) Edutailing is the term used to describe the new service distribution channel which combines retail and entertainment elements

False

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

True

(T/F) 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

(T/F) Tariffs or duties are taxes imposed by governments on imported goods

True

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

True

Which one of the following is NOT a Global Location Decision Factor a. Franchising b. Quality of Life Issues c. Labor Issues d. Business Clusters

a. Franchising

Which of the following BEST describes the services provided by Third-Party Logistics (3PL) companies? a. They negotiate with overseas suppliers for movement of good in that country. b. They warehouse and distribute your products, and potentially perform some other value-added processes. c. They negotiate prices and terms with your suppliers for the parts that you use in your products and then ship them to you. d. They bundle transportation volumes to leverage negotiations.

b. They warehouse and distribute your products, and potentially perform some other value-added processes.

Which one of the following carrier types generally transports goods for the company that owns the carrier? a. contract carrier b. private carrier c. exempt carrier d. common carrier

b. private carrier

A company selected as the lead logistics partner charged with managing the activities of all the company's logistics partners, is known as? a. Secondary Logistics Provider b. Primary Logistics Provider c. Fourth Party Logistics provider d. Third-Party Logistics Provider

c. Fourth Party Logistics provider

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

c. Generalizing Customer Communications

Your company's marketing efforts allow customers to "opt-out" of receiving email advertisements. This is referred to as? a. Customer Appreciation Marketing b. Target Marketing c. Relationship Marketing d. Event-Based Marketing

c. Relationship Marketing

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? a. Capacity Utilization b. Service Throughput c. Service Capacity d. Productivity Potential

c. Service Capacity

Which one of the following is NOT one of the Five Dimensions of Service Quality? a. Empathy b. Assurance c. Serviceability d. Tangibles

c. Serviceability

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

c. Up-Selling

Which of the following would be considered a "quality-of-life" issue in making a global location decision? a. Proximity to Markets b. Access to Suppliers c. Currency Stability d. Community Safety

d. Community Safety

All of the following are included in the five dimensions of service quality EXCEPT? a. Assurance b. Reliability c. Responsiveness d. Reasonability

d. Reasonability

(T/F) FOB Destination requires that ownership of the goods passes to the buyer when the public carrier accepts the goods from the seller.

False

(T/F) 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

(T/F) Third-party logistics providers are used extensively by companies in the domestic market and rarely ever used for international business.

False