9-12 Supply Chain
Which of the following is NOT one of the key tools and components of CRM? Generalizing Customer Communications
Generalizing Customer Communication's
he World Trade Organization (WTO) is the only global international organization dealing with the rules of trade between nations. At its heart are the WTO agreements, negotiated and signed by the bulk of the world's trading nations and ratified in their parliaments. The goal is to help producers of goods and services, exporters, and importers conduct their business. Location: Geneva, Switzerland
Geneva, Switzerland
Firms reduce costs by eliminating wait times, inventories, material and people movement, processing steps, variability, and any other non-value-adding activity. Waste Reduction
Waste Reduction
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?
Water
True FOB Destination requires that the supplier legally retain ownership of the product being shipped until it reaches the destination
True
Six sigma is the quality management process discussed in chapter 8
Six sigma
False when using a Level Demand Strategy to manage advice capacity, the service provider varies their capacity to match demand so that they can handle fluctuations in customer demand
False
False Segmenting customers on the basis of things like products purchased, sales history, demographic information, and desired prices features can dilute the results of a CRM
False
False companies should adopt a customer Relationship Management (CRM) strategy for every customer
False
A tool used to organize and present process problems from most to least severe. Pareto Analysis
Pareto analysis
What are Foreign Trade Zones (FTZ)? Physical areas inside the US supervised by U.S. Customs and Border Protection that are considered to be outside of the U.S. territory. Usually located at or near a port of entry.
Physical areas inside the US supervised by U.S. Customs and Border Protection that are considered to be outside of the U.S. territory. Usually located at or near a port of entry.
Which mode of transportation is the most reliable and lowest per-unit cost?
Pipeline
Which of the following is NOT a sales Force Automation tool? Call center management
Call center management
True Customer Relationship Managment includes such key tools and components as, customer segmentation, target marketing, and personalized customer communications
True
True When a customer takes their automobile to a car wash provides state utility to the vehicle?
True
A tool to graphical display data grouped into ranges. Histograms
Histograms
What are the four (4) major differences between goods and services? 1. Services cannot be inventoried (in most cases). 2. Services are often unique to the customer 3. Services have high customer interaction 4. Services are decentralized.
1. Services cannot be inventoried (in most cases). 2. Services are often unique to the customer 3. Services have high customer interaction 4. Services are decentralized.
What is Customer Lifetime Value? A prediction of the net profit attributed to the entire future relationship with a particular customer.
A prediction of the net profit attributed to the entire future relationship with a particular customer.
U.S. Customs and Border Protection is part of what U.S. Federal Department? Department of Homeland Security
Department of Homeland Security
Which manufacturing strategy involves designing, engineering, and building a unique product every time an order is placed? Engineer to order
Engineer to order
Which of the following is NOT one of the four primary activities of Service Response Logistics? Facilitating goods
Facilitating foods
Make to order and Assemble to order are manufacturing strategies that are most aligned with batch manufacturing
Make to order and assembly to order
Making arrangements to repair a defective item sold to a customer. = Post-Transaction
Post-Transaction
Which of the following is NOT one of the twelve pillars of competitiveness? Regional trade agreements
Regional trade agreements
An approach to selling products and services in which a customer explicitly agrees in advance to receive marketing information. = Relationship Marketing
Relationship Marketing
Lean is the operating philosophy discussed in chapter 8 that is used to help manage operations in the supply chain.
Lean
Establishing a website self-service portal so customers can enter/maintain their profile information. = Pre-Transaction
Pre-Transaction
If an Automobile Service Repair Shop, that operates for eight (8) hours per day, has a total of seven (7) workstations available, and the average automobile repair job takes two (2) hours to complete, what is their daily Service Capacity (i.e., how many cars/customers can this service operation accommodate per eight (8) hour day)? = 28 (8 hours a day x 7 work stations = 56 / 2 hours per repair = 28)
28 (8 hours a day x 7 work stations = 56 / 2 hours per repair = 28)
Which mode of transportation is the fastest over a long distance? Air
Air
Which manufacturing strategy requires that the basic parts for the product are already manufactured but not yet assembled? Assemble to order
Assemble to order
Automation, integration, visibility, collaboration, and optimization are key characteristics to consider in the development and implementation of a supplier Relationship management system
Automation, integration, visibility, collaboration, and optimization
A tool used to organize and present process problems from most to least severe
Cause and effect Diagrams
A tool used to aid in brainstorming and isolating the causes of a problem. Cause and effect Diagrams
Cause and effect diagrams
A tool used to identify the frequency of occurrence for each identified problem. Check sheets
Check sheets
A system involving every employee that is based on making little changes on a regular basis, anywhere changes can be made, to reduce process, delivery, and quality problems. Continuous improvement
Continuous improvement
Focused on product development and engineering for products that they manufacture. = Contributor Factory
Contributor Factory
A tools used to graph how a process changes over time. Control charts
Control charts
Cross docking is the logistics practice of unloading materials from an incoming truck or rail car and loading these materials directly onto outbound trucks or rail cars, with little or no storage in between to reduce inventory investment and storage space requirements
Cross docking
Which type of global logistics intermediary moves global shipments through customs and handles the documentation? Customs broker
Customs broker
Instead of eliminating excess capacity during times when capacity exceeds demand, service providers can take which of the following actions? Do other jobs Doing training or cross-training of employees Use demand management techniques to shift demand from peak demand periods into non-peak periods.
Do other jobs Doing training or cross-training of employees Use demand management techniques to shift demand from peak demand periods into non-peak periods.
False Companies should invest time and effort in developing CRM programs for every customer
False
False Consolidation is the term used to describe when a warehouse receives a single large shipment and then separates that shipment into individual deliveries going to multiple destinations.
False
False FOB destination requires that ownership of the goods passes to the buyer when the public carrier accepts the goods from the seller
False
False Third-party logistics providers are used extensively by companies in the domestic market and rarely ever used for international business
False
False because government taxes and incentives can vary from country-to-country, they should not be factored into a global location decision.
False
A tool used to sequence the movements or actions of people or things involved in a complex system or activity. Flow diagrams
Flow diagrams
What is the term for the type of service distribution channel that helps to build market share and facilitate businesses when the owners have limited financial resources? Franchising
Franchising
What transportation intermediary consolidates LTL shipments into FTL shipments (I.e. they take small shipments from multiple companies and consolidate them into larger shipments? Freight forwarder
Freight forwarder
Identifying and reducing or removing the causes of defects are the main objectives of the quality management process.
Identifying and reducing or removing the causes of defects
Which one of the following is NOT a quality of Life issue used to help make global location decisions? Infrastructure
Infrastructure
What transportation intermediary purchase blocks Of rail capacity and sells it to shippers? Intermodal Marketing Company
Intermodal Marketing company
U.S. Customs and Border Protection (CBP) was established in 1789 and became part of the US Department of Homeland Security in 2003. What is CBP's mission? Its' mission is to safeguard America's borders thereby protecting the public from dangerous people and materials while enhancing the Nation's global economic competitiveness by enabling legitimate trade and travel.
Its' mission is to safeguard America's borders thereby protecting the public from dangerous people and materials while enhancing the Nation's global economic competitiveness by enabling legitimate trade and travel.
Which manufacturing strategy creates addixyional wait time for the buyer to receive the product, but allows customers to purchase predesigned and pre engineered products that can be customized to the buyers specifications? Make to order
Make to order
Which 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
Make to stock
What type of warehouse network strategy would you be using if you positioned your warehouses close to customers to maximize distribution services and improve delivery?
Market positioned
Which type of queueing system can be described as being formed virtually using technology? Mobile queue
Mobile queue
A common line is formed, and the customer at the head of the line proceeds to the first available service provider (from a group of service providers), who provides part of the service, and the customer is then passed-off to the next service provider in sequence, and so on, until the full service is completed. = Multiple Channel, Multiple Phase
Multiple Channel, Multiple Phase
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
Post transaction customer service
Receiving, storage, picking, packing, and shipping are the five primary functions of a warehouse
Receiving, storage, picking, packing, and shipping
Your company's marketing efforts allow customers to "opt-out" of receiving email advertisements. This is referred to as? Relationship marketing
Relationship marketing
Returns, recalls, repairs, Repackaging, and recycling are the five R's of Reverse Logistics
Returns, recalls, repairs, repackaging, and recycling
Tool offering sales reps a guided sequence of sales activities. = Sales Activity Management
Sales Activity Management
Used for documenting field activities, communications with the home office, and retrieving sales history in the field. = Sales Force Automation
Sales Force Automation
A tool used to plot the values of two axes in order to reveal any correlation present. Scatter Diagrams
Scatter Diagrams
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
Service capacity
What transportation intermediary is a nonprofit cooperative which arranges for members' shipments? Shippers' association
Shippers' association
Manufactures products at low cost but with skilled workers and significant managerial resources. = Source Factory
Source Factory
What are Facilitating Goods? Tangible elements that are used or consumed by the customer, or the service provider, along with the service provided.
Tangible elements that are used or consumed by the customer, or the service provider, along with the service provided.
A systematic process of effective workplace organization and standardization which allows identification of variations from standard operating conditions. The Five S's
The Five S's
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
The Shippers Export Declaration (SED) has been submitted to CBP
What is Service Response Logistics? The four primary activities are: Service Capacity, Waiting Times, Distribution Channels, and Service Quality.
The four primary activities are: Service Capacity, Waiting Times, Distribution Channels, and Service Quality.
Which of the following statements describing how supply chain management in the decide industry differs from supply chain management in the manufacturing industry, is NOT CORRCT? There is a lower ratio of labor to materials in the service industry
There is a lower ratio of labor to materials in the service industry
Entering a customer order into the manufacturers order fulfillment database. = Transaction
Transaction
What transportation intermediary brings shippers and carriers together? Transportation broker
Transportation broker
Which mode of transportation provides the most accessibility? Truck
Truck
True 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
True implicit services such as the attitude of the servers, atmosphere, waiting time, and convenience, as well as other similar aspects
True
Involves persuading a customer to buy a more expensive item or upgrade a product or service to make the sale more profitable. It also involves selling the customer extra features or add-ons to the product they are already buying. = Up-Selling
Up-Selling
Factory set up in an area with an abundance of advance suppliers, competitors, research facilities, etc. = Outpost Factory
Outpost Factory
What is Customer Relationship Management? Customer Relationship Management (CRM) is the transformation of the people, process, and technology required to become a customer-centric organization. --OR-- Customer relationship management (CRM) is the combination of practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle
Customer Relationship Management (CRM) is the transformation of the people, process, and technology required to become a customer-centric organization. --OR-- Customer relationship management (CRM) is the combination of practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle
Tool that enables quick decision making, better customer service, and a better-equipped sales staff. = Knowledge Management
Knowledge Management
Source of product and process innovation and competitive advantage across the entire organization (world-class). = Lead Factory
Lead Factory
Tool that provides sales reps with a prescribed set of tactics for dealing with prospective customers and to aid in closing the deal. = Lead Management
Lead Management
Which global facility type is described as the source of product and process innovation and competitive advantage across the entire organization? lead factory
Lead factory
Move people and materials when and where needed, and as soon as possible. Lean layout
Lean layout
A common line is formed. The customer at the head of the line proceeds to the first available service provider (from a group of service providers), who completes the required service for the customer. = Multiple Channel, Single Phase
Multiple Channel, Single Phase
A factory set up for manufacturing or assembly in a country where labor and/or raw materials are less expensive, for eventual import back into the manufacturer's home country. = Offshore Factory
Offshore Factory
A factory set up to take advantage of government incentives, and/or reduced tax/tariff barriers, to meet regional or local market needs. = Server Factory
Server Factory
A common line is formed. The customer at the head of the line proceeds to the single service provider who completes the required service for the customer. = Single Channel, Single Phase
Single Channel, Single Phase
What is Service Capacity measuring? The number of customers per day, per shift, per hour, per month, or per year, that the company's service system is designed to serve.
The number of customers per day, per shift, per hour, per month, or per year, that the company's service system is designed to serve.
Which warehouse location strategy would most likely be used if a company has more suppliers than customers? Product Positioned Strategy
Product Positioned Strategy
Why is Customer Lifetime Value important? Some customers are worth a lot more than others, and identifying your key or top tier customers can be extremely valuable to your business. --AND/OR-- CLV is an important metric for determining how much money a company is willing to spend on acquiring new customers and how much repeat business a company can expect from particular customers
Some customers are worth a lot more than others, and identifying your key or top tier customers can be extremely valuable to your business. --AND/OR-- CLV is an important metric for determining how much money a company is willing to spend on acquiring new customers and how much repeat business a company can expect from particular customers
The term used to describe when a potential customer refused to join the queue or waiting line is? Balking
Balking
When a number of interconnected companies and institutions from a particular field are located in a single geographic location is referred to as? Business cluster
Business cluster
Which mode of transportation has the most capability? Rail
Rail
True 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 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
Managers must support LEAN Manufacturing by providing subordinates with the skills, tools, time, and other resources to identify problems and implement solutions. Workforce commitment
Workforce commitment
Occurs when a company sells an additional related or complementary product or service to an existing customer after the initial purchase. = Cross-Selling
Cross-Selling
The process of customers changing their buying preferences because they find better or cheaper products and services elsewhere. = Customer Churn
Customer Churn
The practice of dividing a customer base into groups of individuals that are similar in specific ways relevant to marketing. = Customer Segmentation
Customer Segmentation
Tool that allows Sales Managers to obtain information on the activities of each sales rep in their organization. = Sales Territory Management
Sales Territory Management
Which of the following BEST describes the services provided by Third-Party Logistics (3PL) companies? They warehouse and distribute your products, and potentially perform some other value-added processes.
They warehouse and distribute your products, and potentially perform some other value-added processes.
Which of the following activities can be performed (i.e., permitted activities) in a Foreign Trade Zone (FTZ)= Exhibition, Salvage, Destruction, Manufacturing, and Testing
Exhibition, Salvage, Destruction, Manufacturing, and Testing
Which of the following is NOT one of the key tools and components of CRM?Predicting Supplier Behaviors
Predicting Supplier Behaviors
Which of the following carrier types generally transports goods for the company that owns the carrier? Private carrier
Private carrier
A common line is formed. The customer at the head of the line proceeds to the initial service provider who provides part of the service, and the customer is then passed-off to the next service provider in sequence, and so on, until the full service is completed. = Single Channel, Multiple Phase
Single Channel, Multiple Phase
True Through the use permission marketing programs, customers are allowed to select the type of communication companies can make with them, and even choose to be completely eliminated from both e-mail and traditional mailing lists
True
