Supply Chain Final exam

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Which type of services offer very few or no tangible products to customers?

Pure Services

A Product Positioned Strategy would involve locating a company's warehouses close to the customers they serve in order to improve customer delivery.

False

Break-Bulk is the term used to describe when a warehouse operation receives products from different plants or suppliers, stores them, and then combines them with similar shipments from other plants or suppliers for further distribution.

False

Companies should adopt a Customer Relationship Management (CRM) strategy for every customer

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

Implicit services involve such aspects as the availability and access to the service, consistency of service performance, comprehensiveness of the service, and training of service personnel

False

Keeping an existing customer costs 5-10 times as much as finding a new customer

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

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

When websites suggest other items for purchase based on already purchased items, this is an example of Clickstream selling

False

Which one of the following is NOT a Global Location Decision Factor - Labor Issues - Quality of Life Issues - Franchising - Business Clusters

Franchising

All of the following are dimensions of service quality, EXCEPT? - Empathy - Tangibles - Insurance - Responsiveness

Insurance

Some of the way's customers evaluate the customer service capabilities of an organization are through their experiences with human response call centers, automated response call centers, and consumer web sites

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

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

When a customer takes their automobile to a car wash, the car wash provides state utility to the vehicle

True

When a repair service company performs repairs on a customers' broken refrigerator, the service company is said to be providing the type of service known as state utility.

True

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

The international agency that administers trade agreements, facilitates trade negotiations, and helps to resolve trade disputes, is?

World Trade Organization

Customer Service is?

a philosophy an activity a performance measure

The owner or purchaser of imported goods is known as the . . . ?

Importer of Record

Which of the following would be considered a "quality-of-life" issue in making a global location decision?

Community Safety

Which type of global logistics intermediary moves global shipments through customs and handles the documentation?

Customs Broker

U.S. Customs and Border Protection is part of what U.S. Federal Department?

Department of Homeland Security

Global location decisions involve all of the following EXCEPT? - Determining the location for each facility - Determining how the facility will operate - Defining each facility's strategic role - Identifying which market(s) each facility will serve

Determining how the facility will operate

Which one of the following is NOT an activity typically performed by a company's call center? - Determining the average resolution time. - Increasing customer satisfaction levels. - Providing input to forecast future demand. - Determining inventory levels of critical products.

Determining inventory levels of critical products.

The three general service strategies are?

Differentiation, Focus, and Cost Leadership

What type of warehouse network strategy would you be using if you positioned your warehouses somewhere midway between the supply sources and the customers to try to balance costs, inventory and customer service?

Intermediately Positioned

If the demand for the service exceeds the capacity of the service operation to perform the service, the alternatives include all of the following EXCEPT? - Make service workers wait for the customers - Turn customers away - Make customers wait for the service - Increase service capacity

Make service workers wait for the customers

Companies need a Customer Relationship Management program in order to?

Meet the Changing Expectations of Customers Retain their Existing Customers Acquire New Customers

Which type of queueing system can be described as being formed virtually using technology?

Mobile queue

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 transportation mode has the lowest per unit cost?

Pipeline

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

Reverse logistics involves the process of moving a product from the point of customer receipt back to the point of origin. Which one of the following is NOT one of the Five R's of Reverse Logistics?

Reconciliation (5 R's include: Repairs, Recalls, Repackaging, Recycling, Returns)

Your company's marketing efforts allow customers to "opt-out" of receiving email advertisements. This is referred to as?

Relationship Marketing

Which global facility type is described as 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

Which queueing system design involves multiple servers acting in a series such as in a formal sit-down restaurant

Single channel, multiple phase

Which of the following statements describing how supply chain management in the service industry differs from supply chain management in the manufacturing industry, is NOT correct? - There is a lower ratio of labor to materials in the service industry - Services are generally not tangible - Quality is assessed differently in the service industry - Customers are much more directly involved in the service industry

There is a lower ratio of labor to materials in the service industry


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