Supply Chain Final exam
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
