SCM FINAL

By __________________________, companies can safeguard customer information.

Both A and B

Many CRM programs fail. Why?

Firms concentrate more on the CRM software instead of taking care of customers

A _______________ is used when a firm wants to import items duty-free, use the component for local production of a product, then export that final product.

Foreign Trade Zone

Which of the following tends to reduce safety stocks among supply chain members, reducing variability in supply chain orders even further?

Information visibility

The obstacle to process integration known as __________________ can be eliminated by influencing and increasing the capabilities of a firm's own employees, as well as those of its trading partners.

Lack of knowledge

One practical step that companies can take to improve information security is to _______________.

continuously monitor employee desktop applications, emails, and phone calls

The type of customer defection where current customers do not return is known as ____________. Companies work hard to keep this number to a minimum.

customer churn

With _______________, CRM systems can identify which customers have stopped purchasing products or services, so that the organization can target those former customers for future promotions, or to determine why they are no longer a customer.

customer defection analysis

From a centralized database known as _____________, users in a company can retrieve and study a large amount of information about customers.

data warehouse

A resource capacity utilization of 100% is considered optimal for any organization.

false

At present, there is no software that will aid in analyzing the current carbon footprint of

false

Because of the Internet, the speed of delivery and cost in serving the customer are no longer factors in determining the strategic location of an organization's facilities, although the development of the Internet and web-based commerce has not completely eliminated the relevancy of facility locations.

false

Customers that do business with companies that use CRM applications should not be concerned with their personal information being compromised or shared, due to the legal safeguards that are in place.

false

Firms run smoothly and efficiently if they hold on to old-fashioned company practices and purchasing habits.

false

For the majority of service-type "products", customers aren't involved in the production of the service itself

false

Four perspectives comprise the Balanced Scorecard: financial perspective, inventory perspective, human resources perspective, and the logistics perspective.

false

Good queue management consists of managing only what the customer "perceives" to be waiting time.

false

IBM has, according to the text, made large investments in India growth markets, including a new procurement center in New Delhi.

false

measures the average percentage of orders that are filled on or before the requested delivery date.

supply chain delivery performance

Because what we do today will affect future generations, _______________ is important.

sustainable development

A(n) __________________ is an example of a person that would provide a pure service.

therapy

Today, CRM systems require less training because _______________.

they are designed to be more user-friendly

A typical cause of most unsuccessful CRM initiatives is poor planning.

true

An effective performance measurement system should contain both traditional information for external reporting purposes along with tactical-level performance criteria used to asses the firm's competitive capabilities.

true

Business clusters provide the competitive environment that promotes increasing innovation and profitability.

true

Energy consumption/production, air pollution, and climate change are critical issues in sustainable development.

true

In today's marketplace, the success of CRM applications is measured by the personal value they create for the users.

true

One example of a departmental layout that maximizes closeness desirability is an office setting

true

One factor that encourages multinational corporations to set up factories for local production is high tariffs.

true

Optimizing the performance of supply chains and being consistent with a firm's competitive strategy are two goals of global location decisions.

true

Regional trade agreements and the World Trade Organization provide a framework for managers in terms of investigating important facility location elements like tariffs, costs, and the free flow of goods and services in different regions of the world.

true

Determine the probability that the service time will be less than or equal to 10 minutes, given the following characteristics: average service rate is 12 minutes per customer assume the negative exponential distribution is used as the service time distribution

0.565

Capacity utilization is calculated as:

Actual customers served per period / Capacity

Suppose that a firm offers group discounts for order quantities greater than 15. Two companies take advantage of this offer. For Company A: $15,000 of annual sales 22% profit margin expected lifetime = 8 years For Company B: $11,000 of annual sales 25% profit margin expected lifetime = 9 years Based on the higher lifetime value, which company is most important? Assume a 7% discount rate.

Company A, because its NPV = $19,705

Which of the following identifies the key customers, determines their needs, and then develops products and/or services to meet those needs?

Customer Relationship Management

Of the following customer service elements, which one can be classified as a post-transaction element?

Customer complaint resolution

How will the development of cleaner, more fuel-efficient affordable energy technologies and renewable energy technologies affect supply chains?

Decrease the costs in the supply chain

A clothing store with two checkout stations is an example of a single-channel, multiple-phase queueing system.

False

allows customers to "opt out" of receiving email advertisements.

Permission marketing

Which one of the following issues has made external integration more dicult to achieve?

Problems with internal integration efforts

Which of the following is NOT included in the five dimensions of service quality?

Reasonability

The following are all perspectives within the Balanced Scorecard framework except ____________.

Reliability

In which of the following phases of the supply chain integration model should decisions regarding the types of parts purchased, suppliers used and the manufacturing process employed be made?

Review and establish supply chain strategies

Which of the following tends to happen as capacity utilization approaches 1.0?

Services become more congested

Which of the following is NOT a key supply chain business process?

Strategic Management

is an activity that segments customers by demographic information then markets specifically to those customers in a specific geographic area.

Target marketing

Creating value for the services and products provided to end customers, which in turn benefits the firms in the supply chain network, is the ultimate goal in supply chain management

True

For importers, shippers, and logistics providers, information visibility is critical.

True

Output and productivity standards can create a goal that can drive employees and managers to do whatever it takes to reach it, even if it means damaging the company.

True

The cross-training of workers is a typical capacity management technique that is used when demand exceeds capacity.

True

Using cost as a departmental or business unit performance measure can actually result in actions that raise costs for the organization

True

Location decisions are not impacted by volatile currency exchange rates.

false

For the layout below, calculate the score. Don't count the departments with corners just touching. The desirability ratings are based on a (-1 to 3) scale, where -1 = undesirable, 0 = unimportant, 1 = slightly important, 2 = moderately important and 3 = very important. Existing Office Layout: Reception Area (A) Copy Room (B) Conference Room (C) Manager's Offices (D) President's Office (E) Accounting Office (F) B C D E F A 3 0 1 -1 2 B 2 1 0 3 C 3 2 1 D 2 2 E 2

11

Mountain Trekkers, Inc. manufacturers 300 bicycles every day, with each bicycle worth $250. The inputs used to make the bicycles are labor, materials, and machine costs. Employees are paid a total of $10,000 per day, the materials to make each bicycle cost $50, and machine operating costs are $3000 per day. Considering only the data provided, what is Mountain Trekker's total productivity for one day?

2.68

Determine the mean arrival time if the number of arrivals per time period is Poisson distributed with a mean arrival rate of 3 customers per hour.

20 minutes

A company produces 750 bicycles in one week. The labor used to make the bicycles was 400 hours. The next week, output was 710 bicycles using 360 hours. What was the change in labor productivity?

3.3

Which phase of the supply chain integration model is concerned with identifying the important processes that link the supply chain partners together?

Align supply chain strategies with key supply process objectives

Which of the following are assisted by regional trade agreements?

All of the above

Suppose that a customer contacts a company about her order status and shipping date. The information that the company sends back to her is an example of which of the following supply chain business processes?

Customer service management process

Extending process integration to 2nd tier supply chain partners and beyond is an important initial step in the supply chain integration model.

False

The market for global process integration software is predicted to ________________.

Grow by about $100 billion from 2017 to 2021

Which of the following approaches for location determination are used by organizations such as FedEx and UPS that compete primarily on speed of delivery?

Hub and Spoke

In the weighted-factor rating technique, the first step is to_________.

Identify all factors considered important to the facility location decision

Joe's Diner is a popular local fast food restaurant that is currently staed with three cash register attendants that take orders. After entering the restaurant, customers must choose from three separate lines that lead to the three registers. Immediately upon placing their order with the register attendant, customers are given their food and drinks by the register attendant. You would model/describe this queueing system with a queueing model for an in

True

SCORmark allows APICS Supply Chain Council (SCC) members to benchmark performance against selected peer companies using a benchmarking portal at the SCC's website.

True

It needs to be recognized by service organizations that the services they provide are typically passed on to customers farther down the distribution channel, rather than consumed by their immediate customers.

false

Order batching is not likely to increase the probability of the bullwhip effect occurring.

false

Service response logistics can be defined as the management and coordination of the organizations activities, which occur after the service has been performed

false

Suppose that a company evaluates its service layouts using the Closeness Desirability Rating system. Layout 1's CDR score is 22, while layout 2's CDR score is 18. Therefore, layout 2 would be considered the better layout.

false

Suppose that a company has five employees that work an 8-hour shift. If during those eight hours they make 80 units, the labor productivity would be 10 units per hour

false

The results of a CRM program can be diluted by segmenting customers on the basis of criteria such as products purchased, demographic information, sales history, and desirable product features.

false

To calculate Customer Lifetime Value, the three inputs used are average annual sales, expected lifetime, and forecasted profits.

false

Two primary regional trade agreements are in effect in the Americas: NAFTA, an agreement between the US, Canada, and Mexico, and COMESA, an agreement between all of the South American countries.

false

Typically, firms first try to achieve adequate performance, then continually improve performance.

false

Up until the last few years, most companies did not find CRM to be very effective because it didn't focus on building authentic relationships with customers, and thus building customers' trust and loyalty.

false

When fixed and variable costs can be determined for each potential location, the weighted-factor rating model is a use location analysis technique.

false

When web sites suggest other items for purchase based on already purchased items, this is an example of Clickstream Selling.

false

In order to _______________________, mapping the network of primary trading partners should be done.

help the firm decide which businesses to include in its supply chain management efforts

The initial step in creating an effective performance measurement system is, according to the textbook

identify the firms strategic objectives

Which of these BSC framework perspectives involves new product development, innovative elements of processes, and time-based measures?

internal business processes

Suppose that your top salesperson resigns in order to go to work for a competitor. Fortunately for you, all of that person's notes regarding prior dealings with customers are stored in a _____________________.

knowledge management system

can result in higher inventories, higher costs, longer response times, and lost customers

lack of supply chain visibility

The _______________ process involves meeting customer requirements by synchronizing the firm's marketing, production, and distribution plans.

order fulfillment

Of the following list of strategic foreign facilities, which one is set up in a location with an abundance of advanced suppliers, competitors, research facilities, and knowledge center to get access to the most current information on materials, components, technologies, and products?

outpost factory

There are now software applications that can help companies design scorecards that fit their individual business and industry. These web based balanced scorecard applications are often called

performance dashboards

cost-based performance measures reflect the underlying performance of the productive systems of an organization.

rarely

Which of the following supply chain business processes involves substance disposal and recycling?

returns management

Which of the following zoos, according to the textbook, audited their waste recycling performance?

san diego zoo

The David Maister First Rule of Service is that ______________________.

satisfaction=perception-expectation

One of the most basic and important activities of CRM is _____________________.

segmenting customers

The Balanced Scorecard approach, according to some researchers, can be problematic and costly to implement, and even after implementation may be unsuccessful in achieving the overall objectives.

true

The cost of production of goods and delivery of services are directly impacted by the development of cleaner, more fuel-efficient and affordable energy technologies.

true

The current trend in finding information or conducting product transfers is through a company's website, but physically touching/examining products and having the opportunity to talk with company representatives in person continues to be a crucial part of the interface between suppliers and customers.

true

When a level demand strategy is used for managing capacity, the firm is required to use a demand management or queue management tactic to deal with excess customers

true

While many developing countries are attractive to companies seeking out low labor costs, there are other factors such as productivity levels, employee skill and education levels, turnover rates, and employment trends that certain industries find just as important, if not more important, in determining facility locations.

true

Performance measurement systems become much larger and are complicated by ________________ in well-managed supply chains.

varied relationships, trust, and interactions

The Eight Key Supply Chain Business Processes encompass all of the following except ________________.

warehouse management