SCM 3

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

US Customs and Border Protection is part of what US Federal Deparment?

Department of Homeland Security

the difference between FTL (full truckload) and LTL (less than truckload) is?

FTL is used when you have enough volume to fill a truck, or you don't want any other companies on the truck with your product

a person or company who transports freight for a fee and can be hired by anyone to transport goods is known as what?

common carrier

which one of the following terms refers to a service industry distribution channel that combines learning with entertainment to appeal to customers looking for substance along with play

edutainment

Motor carrier is the most reliable mode of transportation

false

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

false

material that is imported through the use of a Foreign Trade Zone must be removed from the FTZ within 1 year to avoid fines or sanctions being imposed by US Customs and Border Protection on the Importer of Record

false

the process of analyzing customers who have stopped buying to determine why, is known as Predicting Customer Behaviors

false

the transportation term of sale known as Free on Board Origin requires that the seller legally retain ownership of the product from the point of origin until it reaches the buyer's destination

false

third party logistics companies are primarily used in the domestic market and rarely used for international business

false

which one of the following would NOT be considered an acceptable strategy for managing capacity when the available service capacity exceeds demand?

hire more people to provide the service

which one of the following is not a transportation pricing consideration

implicit service

the goals and benefits of a good Customer Relationship Management program include all of the following EXCEPT

lower inventory levels

a customer joins the queue at a typical fast-food restaurant where there are several orders supported by a kitchen staff preparing the food orders. what type of queuing system is being used at this restaurant>

multiple channel, multiple phase, multiple servers in parallel

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

permission marketing

which mode of transportation has the lowest per-unit cost?

pipeline

salesforce automation (SFA) tools are used for documenting field activities, communications with the home office, and retrieving sales history in the field. which one of the following is not one of those tools?

queuing system management

which mode of transportation has the most capability?

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

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

reneging

which one of the following is not one for the five dimensions of service quality

serviceability

when an international shipment reaches the US, the importer of record must file entry document at the port of entry, and the goods are not legally entered into US commerce until all of the following criteria are met, except?

the shippers

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

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 destination

true

Customer Relationship Management includes such key components as, customer defection analysis, target marketing, and personalizing customer communications

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

a company selected as the lead logistics partner charged with managing the activities of all the company's logistics partners is known as?

4PL

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

WTO

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 Citizens) located within the United States, is known as?

deemed exports

which one of the following is not an activity typically performed by a company's call center

determining inventory level of critical products

which one of the following is not one of the four primary activities of service response logistics

facilitating goods

a Product Positioned Strategy would involve locating a company's warehouses close to the customers they serve in order to maximize distribution services and improve customer delivery

false

because government taxes and incentives can vary from country-to-country, they should not be considered when making a global location decision

false

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

false

the average arrival rate of customers in a service supply chain does not influence the management of the actual waiting time or the perceived waiting time by the service company

false

the logistics practice of unloading materials from an incoming truck or railcar and loading these materials directly into outbound trucks or railcars with little or no storage in between to reduce inventory investment and storage space requirements is known as consolidation

false

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

false

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

which one of the following is NOT a Global Location Decision Factor

franchising

which one of the following is not a quality of life issue used to help make global location decisions?

infrastructure

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

intermodal transportation

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

server factory

which of the following best described the services provided by the 3PL companies?

they warehouse and distribute your products, and potentially perform some value-added processes

considering everything discussed in class about transportation. which statement best describes what transportation management involves?

trade-ff decisions between cost and timing of delivery, decision about how to ship and negotiations regarding freight rates, terms, and conditions

foreign and domestic merchandise may be moved into Foreign Trade Zones (unless prohibited by law), for activities such as storage, exhibition, assembly, manufacturing, and processing

true

pre-transaction elements of customer service include such aspects as establishing customer service policies, a mission statement, organizational structure, and system flexibility

true

the Weighted-Factor Rating Model is one of the methods used to compare the attractiveness of several global locations along a number of quantitative and qualitative dimensions

true

the length of time that customers are willing to wait for a 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

persuading a customer to buy a more expensive product or service, than they are already planning to buy is known as

up-selling