Intro to Supply chain Exam 3 Rutgers
Companies should invest time and effort in developing CRM programs for every customer -True -False
-False
The three general service strategies are? -Mass-Production, Make-to-Order, and General Services -Manufacturing, Service, and Retail -Profit-based, Nonprofits, and Free Services -Pure, End Product, and State Utility -Differentiation, Focus, and Cost Leadership
-Differentiation, Focus, and Cost Leadership
The optimal capacity utilization for a service organization is 100% -True -False
-False
Companies should adopt a Customer Relationship Management (CRM) strategy for every customer -True -False
-False
A customer joins one of several available lines at a typical fast-food restaurant where there are several counter staff members ready to take orders, supported by a common kitchen staff preparing the food. What type of Queuing System is being used at this restaurant? -Multiple Channel, Multiple Phase, Multiple Servers acting in Parallel -Single Channel, Single Phase, Single Server -Multiple Channel, Single Phase, Single Server -Single Channel, Multiple Phase, Multiple Servers acting in Series
-Multiple Channel, Multiple Phase, Multiple Servers acting in Parallel
Which transportation mode is the most reliable? -Air -Truck -Rail -Water -Pipeline
-Pipeline
Which of the following is NOT one of the twelve pillars of competitiveness? -Goods Market Efficiency -Technological Readiness -Infrastructure -Regional Trade Agreements
-Regional Trade Agreements
Customer Service is? -All of the above answer choices are correct -A Philosophy -A Performance Measure -An Activity -None of the other answer choices are correct
-All of the above answer choices are correct
Penalties for international trade violations can be substantial. Which of the following is NOT a typical penalty for these types of violations? -Capital Punishment -Criminal Penalties -Civil Penalties -Statutory Sanctions
-Capital Punishment
Which of the following would be considered a "quality-of-life" issue in making a global location decision? -Currency Stability -Proximity to Markets -Access to Suppliers -Community Safety
-Community Safety
A company selected as the lead logistics partner charged with managing the activities of all the company's logistics partners, is known as? -Primary Logistics Provider -Third-Party Logistics Provider -Secondary Logistics Provider -Fourth Party Logistics provider
-Fourth Party Logistics provider
Which of the following is NOT one of the key tools and components of CRM? -Cross Selling and Up-Selling -Generalizing Customer Communications -Target Marketing -Predicting Customer Behaviors
-Generalizing Customer Communications
Keeping an existing customer costs 5-10 times as much as finding a new customer -True -False
-False
Which warehouse ownership type provides the advantage of providing the client with the option of obtaining specialized services tailor-made to suit their needs without the disadvantage of high startup costs? -Private Warehouse -Contract Warehouse -Public Warehouse
-Contract Warehouse
Which warehousing process is considered a Lean concept because it eliminates the need to store inventory, and reduces transportation -Cross Docking Warehousing -Third Party Logistics -Break-Bulk Warehousing -Consolidation Warehousing
-Cross Docking Warehousing
Global location decisions involve all of the following EXCEPT? -Identifying which market(s) each facility will serve -Determining the location for each facility -Defining each facility's strategic role -Determining how the facility will operate
-Determining how the facility will operate
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? -Extreme segmentation marketing -Event-based marketing -Segmented selling -Holiday marketing
-Event-based 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 product. -FTL is only used for short distances. -LTL is generally a faster delivery method than FTL. -LTL is less costly per unit than FTL.
-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 product.
Which one of the following is NOT one of the functions of the World Trade Organization? -Helping to combat emergencies, such as the worldwide pandemic -Monitoring trade policies -Providing aid for developing countries -Helping to resolve trade disputes
-Helping to combat emergencies, such as the worldwide pandemic
Which one of the following is NOT an activity typically performed by a company's call center? -Providing input to forecast future demand. -Determining inventory levels of critical products. -Increasing customer satisfaction levels. -Determining the average resolution time.
-Determining inventory levels of critical products.
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 -True -False
-False
Reverse Logistics involves the process of moving a product from the point of origin to the point of consumption to recapture value or ensure proper disposal -True -False
-False
Themed restaurants such as the ESPN zone, Rainforest Café, and Chuck E. Cheese, are all examples of Entertainment facilities -True -False
-False
Two models that utilize quantitative data, to help determine the attractiveness of one location versus another, are the Break-Even Model and the Extrapolated Average Cost Model -True -False
-False
Which one of the following is NOT a Quality of Life issue used to help make global location decisions? -Mobility (i.e., the ability to easily move around in a country, city, community, etc.) -Infrastructure (e.g., roads, ports, utilities, institutions, etc.) -Economy -Culture
-Infrastructure (e.g., roads, ports, utilities, institutions, etc.)
All of the following are dimensions of service quality, EXCEPT? -Insurance -Tangibles -Empathy -Responsiveness
-Insurance
Which warehouse location strategy would most likely be used if a company has many more customers than suppliers? -Intermediately Positioned Strategy -Product Positioned Strategy -Dynamically Positioned Strategy -Market Positioned Strategy
-Market Positioned Strategy
Which type of queueing system can be described as being formed virtually using technology? -Mobile queue -Stationary queue -Unstructured queue -Structured queue
-Mobile queue
Which of the following is a required element of an effective CRM initiative? -Segmenting customers -All of these answer choices are correct -None of the other answer choices are correct -Preserving a traditional sales force that communicates with the supply-chain via a traditional paper document/contract system -Sending out promotional materials by e-mail to a large random group of a potential customers
-Segmenting customers
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? -Contributor Factory -Outpost Factory -Offshore Factory -Source Factory -Server Factory -Lead Factory
-Server Factory
Which of the following is NOT one of the ways that service products are different from physical products? -Customers are much more directly involved in the service industry -Services are generally tangible -There is a much higher ratio of labor to materials in the service industry -Services are largely provided very near where customers are located
-Services are generally tangible
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 shipment has arrived within the port of entry. -The estimated tariffs or duties have been paid. -Delivery to the shipping destination has been authorized by CBP following submission and review of required documentation. -The Shippers Export Declaration (SED) has been submitted to CBP.
-The Shippers Export Declaration (SED) has been submitted to CBP.
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? -Services are generally not tangible -Quality is assessed differently in the service industry -There is a lower ratio of labor to materials 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
Consolidation 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. -True -False
-True
FOB Origin requires that ownership of the goods passes to the buyer when the public carrier accepts the goods from the seller. -True -False
-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 -False
-True
Reverse Logistics involves the process of moving a product from the point of consumption back to the point of origin to recapture value or ensure proper disposal -True -False
-True
Service capacity is typically measured as the number of customers the service operation can serve in a given time period -True -False
-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 -False
-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 -False
-True
