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