Supply Chain Chapter 12 Quiz, scm chapter 11 quiz, Mami

A person or company who transports freight/cargo for a fee and can be hired by anyone to transport goods is known as a -private carrier -contract carrier -exempt carrier -common carrier

Common Carrier

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

Customer lifetime value

The release of technology, which is subject to EAR, to a foreign national within the US is

Deemed Exports

US Customs is part of what federal department?

Department of Homeland Security

Which of the following refers to a service industry distribution channel that combines learning with entertainment to appeal to customers looking for substance along with play? Entertainment Franchising Edutainment Entertailing

Edutainment

Which of the following is NOT one of the 4 primary activities of Service Response Logistics Waiting times Service quality facilitating goods Distribution Channels

Facilitating Goods

T/F Material that is imported through the use of a foreign trade zone (FTZ) must be removed from the FTZ within 1 year to avoid fines/sanctions being imposed by US customs and border protection on the importer of record

False

T/F The average arrival rate of customers in a service supply chain does NOT influence the management of the actual waiting line or perceived waiting time by the service company

False

The major benefits of transportation regulation are that regulation encourages competition in the industry, which allows shippers to negotiate prices directly with carriers

False

The optimal capacity utilization for a service organization is 100%.

False

T/F A product positioned strategy would involve locating a company warehouse close to the customers they serve in order to maximize distribution services + improve delivery

False market position= close to customers product position=close to shippers

Motor Carrier/trucking is the most reliable mode of transportation

False (trucking = the most flexible) pipeline=most reliable

T/F The transportation term of sale known as Free on Board (FOB) origin requires that the seller legally retains ownership of the product from the point of origin until it reaches the buyers destination

False - FOB origin = ownership given to buyer at origin

T/F The process of analyzing customers who have stopped buying to determine why is known as predicting customer behavior

False - customer detection analysis

T/F When using a Level demand strategy to manage service capacity, a service provider varies their capacity to match demand so that the service provider can handle fluctuations in the volume of customer demand

False - that would be a chase demand strategy

Because gov't taxes and incentives can vary from country-country they should NOT be considered when making a global location decision

False - they should be

T/F Third party logistics (3PL) companies are primarily used in the domestic market and rarely used for international business

False - used significantly for international business/logistics

A company selected as the lead logistics partner changed with managing the activities of all the company's logistics partners is known as,

Fourth party logistics

Which of the following is NOT a global location decision factor? -Franchising -Quality of life issues -Business Clusters -Labor Issues

Franchising

Which of the following would NOT be considered an acceptable strategy for managing capacity when the available service capacity exceeds demand -Do training/cross training -hire more people to provide the service -shift demand from peak to non-peak hours -do other jobs

Hire more people to provide the service

Which of the following is NOT a transportation pricing consideration? Cost of Service Value of Service Terms of Sale Implicit Service

Implicit service

Which of the following is NOT a quality of life issue used to help make global location decisions Economy Culture Infrastructure Mobility

Infrastructure

What is the term for the use of multiple modes of transportation to execute a single transport shipment

Intermodal Transport

A customer joins the queue of a typical fast food restaurant where there are several order takers ready to take food orders supported by a kitchen staff preparing the food. What type of queuing system is this?

Multiple channel, multiple phase in parallel

Your company's marketing efforts allow customers to opt-out of receiving emails ads, this is referred to as -event-based marketing -customer-appreciation marketing -target marketing -permission marketing

Permission marketing

which mode of transportation has the lowest per unit cost

Pipeline

Reverse logistics involves the process of moving product from one point of customer receipt back to the point of origin. Which one of the following is NOT one of the 5 R's -Recycling -Repairs -Recalls -Reconciliation

Reconciliation

Which global facility type involves a factory set up to take advantage is government incentives and/or reduced tax/tariff barriers to meet regional / local market needs?

Server Factory

Which one of the following is NOT one of the Five Dimensions of Service Quality Assurance Reliability Empathy Responsiveness Tangibles Service

Service

Considering everything discussed in class about transportation, which statement BEST describes what Transportation Management involves -Managing the carriers that ship your product -Deciding how to ship your products -Negotiation with trucking companies -Trade off b/w cost +timing, shipping rates -Determining the cheapest delivery

Trade-off b/w cost + timing + shipping rates

Foreign Domestic Merchandise may be removed into foreign trade zones (FTZ) for activities such as storage, exhibition, assembly, manufacturing and property

True

T/F Break-Bulk is the term used to describe when a warehouse receives a single large shipment and then separates that shipment into individual shipments/deliveries to multiple destinations

True

T/F Customer Relationship Management (CRM) includes such key components as customer detection analysis, target marketing, and personalizing customer communication

True

T/F Pre-transaction elements of customer service include such aspects as establishing customer service policies, mission statement, organizational structure and system flexibility

True

T/F 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 queuing system being used by the service company to manage customers

True

T/F The weighted factor railing model is one of the methods used to improve the attractiveness of several global locations along a number of quantitative and qualitative dimensions

True

When a repair service company performs repairs on a customer's broken fridge, the service company is said to be providing the type of service known as state utility

True

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

World trade organization (WTO)

Customer service is? A philosophy an activity a performance measure all of the above

all of the above

The three general service strategies are?

cost leadership, differentiation, and focus

Companies work very hard to reduce the number of their present customers which never return. This customer defection is often referred to as? balking customer churn customer retention revenue exodus

customer churn

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 segmented selling holiday marketing extreme segmentation marketing

event-based marketing

Themed restaurants such as the ESPN zone (sports theme), Rainforest Cafe (jungle theme), and Chuck E. Cheese (kids theme) are all examples of Entertailment facilities.

false

true or false: Companies should adopt a Customer Relationship Management (CRM) strategy for every customer.

false

true or 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

true or false: When websites suggest other items for purchase based on already purchased items, this is an example of Clickstream selling.

false

All of the following are included in the five dimensions of service quality EXCEPT?

reasonability

Which of the following items would be considered a facilitating product?

the tools used to fix your car at an auto shop

Which of the following best describes the services provided by 3PL companies? -They bundle transportation volumes -they handle your ocean freight -they negotiate with overseas suppliers -they warehouse and distribute your products -they negotiate prices + terms with your suppliers for the parts that you use in your products and then ship them to you

they warehouse and distribute your products

A service bundle includes the explicit service, the supporting facility, the facilitating goods, as well as the implicit services.

true

True or False: 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.

true

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

true

true or false: Some of the ways 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 difference between FTL and LTL is -FT: is only used for short distances -LTL is generally a faster delivery method -FTL is used when you have enough volume -LTL is less costly per unit

-FTL is used when you have enough volume

Sales Force automation tools are used for documenting field activities, communications with the home office and retrieving sales history in the field, which is NOT one of those tools? -Lead management -knowledge management -queuing system management -sales territory management

-queuing system management

Which of the following is a required element of an effective CRM initiative? -sending of promotional materials by email to a large group of potential customers -segmenting customers -preserving a tradional sales force that communicates with the supply chain via a traditional paper document/contract system -all of the above

-segmenting customers

When an international shipment reaches the US the importer of record must file entry documents at the port of entry and the goods are not legally entered in the US Commerce until all the following criteria are met, EXCEPT -the estimated tariffs or duties have been paid -the shippers export declaration has been submitted to CBP -delivery to the shipping destination has been authorized -the shipment has arrived within the port of entry

-the shippers export declaration has been submitted to CBP

Which of the following statements describing how SCM in the service industry differs from SCM in manufacturing is NOT correct -there is a lower ratio of labor to material -quality is assessed differently -customers are more involved -services aren't tangible

-there is a lower ratio of labor to material

Which of the following is NOT an activity typically performed by a company's call center? -Providing input to forecast demand -increasing customer satisfaction -determining inventory levels of critical products -determining average resolution time

-determining inventory levels of critical products

T/F The logistics practice of unloading materials from incoming truck or railcar and loading these materials directly onto outbound trucks or rail cars with little or no storage between to reduce inventory investment and storage space requirements is known as Consolidation

False - should be cross docking

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

False - would be multiple channel, single phase

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

False-risky start up cost

The goals and benefits of a good customer relationship program include all the following EXCEPT: -Increased customer satisfaction -lower inventory levels -Increase sales effectiveness -Growth of the customer base through referrals -Automation of repetitive tasks

Lower inventory levels

Which mode of transportation has the most capability?

Rail

The term used to describe when a potential customer decides to leave the queue

Reneging

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

Up-Selling

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

false

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? customer churn post-transaction customer service customer management pre-transaction customer service

post-transaction customer service

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?

service capacity

Which of the following would NOT be considered an acceptable option in managing capacity when demand exceeds available service capacity?

utilizing fewer facilitating products