SUPPLY CHAIN FINAL EXAM
Which global facility type is focused on product development and engineering for products that they manufacture?
Contributor Factory
A tool used to graph how a process changes over time
Control Charts
U.S. Customs and Border Protection is part of what U.S. Federal Department?
Department of Homeland Security
True or False: A 4PL, commonly referred to as a lead logistics provider, is a trucking company that also provides tracking services
False
True or 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
True or 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
True or False: Themed restaurants such as the ESPN zone, Rainforest Café, and Chuck E. Cheese, are all examples of Entertainment facilities
False
A tool used to sequence the movements or actions of people or things involved in a complex system or activity
Flow Diagrams
What is the term for the type of service distribution channel the helps to build market share and facilitate business when the owners have limited financial resources?
Franchising
Which one of the following is NOT a Global Location Decision Factor
Franchising
Which of the following is NOT one of the key tools and components of CRM?
Generalizing Customer Communications
What is not a function of the World Trade Organization?
Helping to combat emergencies, such as worldwide pandemic
A tool to graphical display data grouped into ranges
Histograms
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
What is not a transportation pricing consideration?
Implicit service
The owner or purchaser of imported goods is known as the ?
Importer of Record
All of the following are dimensions of service quality, EXCEPT?
Insurance
Name the operating philosophy discussed in Chapter 8 that is used to help manage operations in the supply chain.
Lean (or) Lean Production
The goals and benefits of a good Customer Relationship Management program include all of the following EXCEPT?
Lower inventory levels.
Which type of queueing system can be described as being formed virtually using technology?
Mobile queue
Which queueing system design involves multiple sets of multiple servers acting in a series such as in a fast food restaurant
Multiple channels, Multiple phases
Which global facility type is set up in an area with an abundance of advance suppliers, competitors, and research facilities?
Outpost Factory
A tool used to organize and present process problems from most to least severe
Pareto Analysis
Withdrawing components from stock to make assemblies or finished goods, or to ship to a customer, is known as?
Picking
What's the most reliable mode of transportation?
Pipeline
Name five (5) keys to a successful strategic partnership
1) Building trust 2) Sharing vision and objectives 3) change management 4) capabilities 5) performance metrics
Which of the following would NOT be considered an acceptable option in managing capacity when demand exceeds available service capacity?
Utilizing fewer facilitating products
Reneging
getting in a queue and leaving
Lead Management
sales reps can follow prescribed tactics when dealing with prospects to aid in closing the deal
why is customer lifetime value important?
some customers are worth more to your supply chain than others
customer lifetime value
the value of the entire stream of purchases a customer makes
What are the requirements for intermodal shipment?
using more than one modes of transportation
Sales Force Automation tools are used for documenting field sales activities, communications with the home office, and retrieving sales history. Which one of the following is NOT one of those tools?
Queuing System Management
The mode of transportation that has the most capability is
Rail
Name the five modes of transportation
Railway, road, air, pipeline, container ship
All of the following are included in the five dimensions of service quality EXCEPT?
Reasonability
Which of the following is NOT one of the twelve pillars of competitiveness?
Recreation
Your companies marketing efforts allow customers to "opt out" of receiving email ads. This is referred to as?
Relationship Marketing
Which one of the following is NOT one of the Five Dimensions of Service Quality?
Serviceability
Which of the following is NOT one of the ways that service products are different from physical products?
Services are generally tangible
Name the quality management process discussed in Chapter 8.
Six Sigma
What are the primary functions of a warehouse
Storage Packing Shipping Picking Receiving
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.
facilitating goods
The material purchased by the buyer or the items provided to the customer
What is "Cross-Docking"?
The practice of unloading goods from inbound delivery vehicles and loading them onto outbound vehicles.
What does 3PL stand for
Third Party Logistics
A right-to-work law allows employees to decide for themselves whether or not they want to join or financially support a union
True
Companies work very hard to reduce the number of their present customers which never return. This customer defection is often referred to as?
Customer Churn
Which type of global logistics intermediary moves global shipments through customs and handles the documentation?
Customs Broker
Which of the following is not consistent with a decentralized warehousing system?
Lower total operating cost
What are two (2) manufacturing strategies that are most aligned with batch manufacturing.
Make-to-Order Assemble-to-Order
What is is the manufacturing strategy that has the shortest / fastest lead time (i.e., the manufacturing strategy that will provide product to customers the quickest).
Make-to-Stock
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?
Post-transaction customer service
Which one of the following carrier types generally transports goods for the company that owns the carrier?
Private carrier
Which of the following modes of transportation can be characterized as being inexpensive, very slow and inflexible, and good for transporting very heavy and bulky cargo?
Water
A company selected as the lead logistics partner charged with managing the activities of all the company's logistics partners, is known as?
fourth part logistics provider
source factory
a factory whose primary purpose is also to drive down costs in the global supply chain
What is not a quality of life issue used to help make global location decisions?
infrastructure
cross-selling
invites customers to buy related or complementary items
Customer Retention
maintain your customers and make sure they don't leave
Exporter of Record
person that takes responsibility for an export of goods from a country
Upselling
practice of encouraging customers to purchase a comparable higher-end product
Customer Service is?
A Philosophy An Activity A Performance Measure
Customs Broker
A person who manages the paperwork required for international shipping through the proper channels.
Which transportation mode is the fastest over a long distance?
Air
Which one of the following is NOT one of the dimensions of service quality?
Apathy
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?
Business Cluster
A tool used to aid in brainstorming and isolating the causes of a problem
Cause and Effect Diagrams
Service industry that combines learning with entertainment
Edutainment
True or False: Service capacity is typically measured as the number of customers the service operation can serve in a given time period
True
True or False: Tariffs or duties are taxes imposed by governments on imported goods
True
True or False: When a customer takes a automobile to a car wash, the car wash provides state utility to the vehicle
True
A tool used to identify the frequency of occurrence for each identified problem
Check Sheets
Name the five (5) key characteristics to consider in the development and implementation of a Supplier Relationship Management system
1) automation 2) integration 3) visibility 4) collaboration 5) optimization
Companies need a Customer Relationship Management in order to
1)Acquire New customers 2) Meet the changing expectations of customers 3)Retain their existing customers
Name five (5) services that a 3PL offers
1)Inbound Transportation 2)Outbound Transportation, 3)Warehousing Picking 4)Freight Forwarding 5)Customs Brokerage
What are the main objectives of the operating philosophy you identified above in Lean?
1)Waste Reduction, 2)Value Enhancement 3)Improving Efficiency
What are the 4 major differences btwn goods and services?
1)services can't be inventoried 2) services are often unique to the customer 3) Services have more customer interaction 4) Services are decentralized
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 Transportation Company Classification is described as a person or company specializing in transporting commodities exempt from regulation by the Interstate Commerce Act?
Exempt Carrier
True or False: A Product Positioned Strategy would involve locating a company's warehouses close to the customers they serve in order to improve customer delivery.
False
True or False: A product positioned strategy would involve locating a company's warehouses close to the customers they serve in order to improve customer delivery
False
True or False: Companies should adopt a Customer Relationship Management (CRM) strategy for every customer
False
True or False: Insurance is a dimension of service quality
False
True or False: Keeping an existing customer costs 5-10 times as much as finding a new customer
False
True or False: Motor carrier is the most reliable mode of transportation
False
True or False: Regional Trade Agreements is one of the 12 pillars of competitiveness
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
What are the main objectives of the quality management process identified above in Six Sigma?
Identifying and reducing or removing the causes of defects
What are the five R's of Reverse Logistics?
Returns Recalls Repairs Repackaging Recycling
A tool used to plot the values of two variables along two axes in order to reveal any correlation present
Scatter Diagrams
True or False: 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
True or False: The term "private warehouse" refers to warehouses that are owned by the company that also owns the goods being stored.
True
Server Factory
a factory linked into the global supply chain for a global firm to supply regional markets around the globe
Offshore Factory
a factory that is developed and set up mainly for producing component parts or finished goods
Lead Factory
a factory that is intended to create new processes, products, and technologies
Entertailing
combines retail with entertainment elements
Balking
refusing to join the queue or waiting line
Eatertainment
theme restaurants where diner's experience is centered in entertainment
