Supply Chain Final Exam
churn reduction
All of the efforts companies develop to stop losing customers
Fourth Party Logistics (4PL)
Interface between the client company and multiple logistics service providers They manage the 3PLs
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
cross-selling
The company sells an additional related or complementary product or service to an existing customer after the initial purchase "Would you like fries with that?"
relationship or permission marketing
The customer explicitly agrees in advance to receive marketing information Permission marketing abt building an ongoing relationship of increasing depth w customers
Seven R's rule
The right: Product, quantity, quality, place, time, customer, costs
product positioned warehouse
Warehouses close to suppliers Use when have way more suppliers than customers
which of the following is NOT one of the twelve pillars of competitiveness?
regional trade agreements
Five Dimensions of Service Quality
reliability, responsiveness, assurance, empathy, tangibles
types of warehouse networks
single, multiple, hybrid
Types of Queuing Systems
structured, unstructured, mobile
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
modes of transportation
truck, rail, air, pipeline, water
Which of the following would NOT be considered an acceptable option in managing capacity when demand exceeds available service capacity?
utilizing fewer facilitating products
logistics management software systems
warehouse, transportation, and global trade management systems
balking
when customer refuses to join the queue
Reneging
when customers decide to leave the queue
up-selling
Involves persuading a customer to buy a more expensive item or upgrade a product or service to make the scale more profitable "Would you like to supersize your order?"
intermodal transportation
Multiple modes of transportation to execute a single transport shipment "Piggy-back" service
end product services
Offer tangible components along with the service component (restaurants)
pure services
Offer very few or no tangible products to customers (consulting, training, education)
Third Party Logistics (3PL)
Outsourced provider that manages all, or a significant part, of an organization's logistics requirements for a fee
Which of the following is NOT one of the key tools and components of CRM?
Predicting supplier behavior
customer lifetime value
Prediction of the net profit attributed to the entire future relationship with a particular customer
contribution factory
Product development and engineering for products that they manufacture
market positioned network
Putting warehouses next to customers
cross-docking warehouse
Unloading materials from an incoming truck or railcar and loading directly onto an outbound truck or railcar with little or no storage inbetween
intermediately positioned warehouse
Warehouses set up somewhere midway between suppliers and customers Used when distribution requirements are high and product comes from multiple supply locations
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 process of analyzing customers who have stopped buying to determine why is known as customer behavior modification
false
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 or sanctions being imposed by US customs and border protection on the importer of record
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
transportation regulation and deregulation both have their supporters. Proponents of regulation consider it to be good since it encourages competition and allows price negotiations
false
Which of the following is NOT one of the key tools and components of CRM?
generalizing customer communications
Which one of the following is NOT a transportation pricing consideration?
implicit service
which of the following is NOT a quality of life issue used to help make global location decisions?
infrastructure
Foreign Trade Zone (FTZ)
international "free trade zones", like an embassy
which global facility type is described as the source of product and process innovation and competitive advantage across the entire organization?
lead factory
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 phase
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 global facility type is set up in an area with an abundance of advance suppliers, competitors, and research facilities
outpost factory
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
Types of warehouse ownership
public, contract, private
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
primary functions of a warehouse
receiving, storage, picking, packing, shipping
Reverse Logistics 5 R's
returns, recalls, repairs, repackaging, recycling costs 4-5x as much as forward 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
A service bundle includes explicit services, facilities and equipment, facilitating goods, and implicit services
true
Because air transport is so expensive the best cargo candidates for air shipment are products with a high cost to weight ratio.
true
FOB origin requires that ownership of the goods passes to the buyer when the public carrier accepts the goods from the seller
true
Finding a new customer costs 5-10 times as much as keeping an existing customer
true
Pre-transaction elements of customer service include things such as establishing customer service policies, agreeing on a mission statement, and developing an organizational structure
true
Service capacity is typically measured as the number of customers the service operation can serve in a given time period
true
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
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
event-based marketing
Identifies key events in the customer and business lifecycle Cyber Monday, Christmas, Halloween
off shore factory
In a country where labor and/or raw materials are less expensive
service delivery system
Can be expressed a continuum with mass-produced, low-customer contact systems at one end and highly customized, high-customer contact systems at the other end
state utility services
Directly involve things owned by the customer (car repair, dry cleaning, haircut)
break-bulk warehouse
Divides full truckloads of items from a single source or manufactuer into smaller, more appropriate
warehouse
A facility used to store purchases, WIP, and finished goods inventory
customer defection analysis
Analyzing why customers who stopped buying to determine why
segmenting customers
Dividing a customer base into groups of individuals that are similar in specific ways relative to marketing
Which of the following statements is true?
FTL is used when you have enough volume to fill a truck or you don't want any other company's goods on the truck with your products
outpost factory
Factory set up in an area w an abundance of advanced suppliers, competitors, research facilities, etc
The average arrival rate of the customer 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
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
logistics
From the point of origin to point of consumption
warehousing
Function that allows a company to receive, store, breakdown, repackage and distribute items to a manufacturing location, or finished goods to a customer
consolidation warehouse
Receives products from different plants or suppliers, stores them, and them combines them with similar sihpments from other plants or suppliers for further distribution
lead factory
Source of product and process innovation and competitive advantage across the entire organization
server factory
Take advantage of gov't incentives and/or reduced tax/tariff barriers
Which one of the following is NOT a Sales Force Automation tool?
call center management
Source factory
develops and produces a part or a product for a company's global markets.
Which of the following is NOT one of the four primary activities of Service Response Logistics?
facilitating goods
A small LTL shipment that originates on a truck in Los Angeles and is moved to Phoenix where it is unloaded and put onto another truck for final shipment to Denver would be considered an intermodal shipment since it utilizes more than one vehicle during shipment.
false
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
Companies should adopt a Customer Relationship Management (CRM) strategy for every customer
false
Keeping an existing customer costs 5-10 times as much as finding a new customer
false
