Supply Chain Final Exam

T/F 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

T/F Explicit services involve such aspects as the attitude of the servers, atmosphere, waiting time, and convenience, as well as other similar aspects

False

T/F 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

Customer Service is? None of the other answer choices are correct A Performance Measure A Philosophy All of the above answer choices are correct An Activity

All of the above answer choices are correct

Which of the following would be considered a "quality-of-life" issue in making a global location decision? Access to Suppliers Currency Stability Community Safety Proximity to Markets

Community Safety

Which warehousing process is considered a Lean concept because it eliminates the need to store inventory, and reduces transportation Third Party Logistics Consolidation Warehousing Cross Docking Warehousing Break-Bulk Warehousing

Cross Docking Warehousing

The concept of predicting the net profit which could be attributed to the entire future relationship with a specific customer is known as? Customer Relationship Management Customer Retention Customer Segmentation Customer Lifetime Value

Customer Lifetime Value

T/F A Deemed Export is the release of technology or source code that is subject to the Export Administration Regulations, to a US citizen located in the United States

False

T/F Because government taxes and incentives can vary from country-to-country, they should not be factored into a global location decision.

False

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

False

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

False

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? Decentralized Consolidation Break-Bulk Hub and Spoke

Hub and Spoke

Which one of the following is NOT a Quality of Life issue used to help make global location decisions? Economy Culture Infrastructure (e.g., roads, ports, utilities, institutions, etc.) Mobility (i.e., the ability to easily move around in a country, city, community, etc.)

Infrastructure (e.g., roads, ports, utilities, institutions, etc.)

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

Insurance

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 Dynamically Positioned Market Positioned Product Positioned

Intermediately Positioned

What type of warehouse network strategy would you be using if you positioned your warehouses close to customers to maximize distribution services and improve delivery? Dynamically Positioned Intermediately Positioned Product Positioned Market Positioned

Market Positioned

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, Single Phase, Single Server Single Channel, Single Phase, Single Server Single Channel, Multiple Phase, Multiple Servers acting in Series Multiple Channel, Multiple Phase, Multiple Servers acting in Parallel

Multiple Channel, Multiple Phase, Multiple Servers acting in Parallel

Which queueing system design involves multiple sets of multiple servers acting in a series such as in a fast food restaurant Multiple channels, multiple phase Single channel, single phase Single channel, multiple phase Multiple channels, single phase

Multiple channels, multiple phase

Withdrawing components from stock to make assemblies or finished goods, or to ship to a customer, is known as? Shipping Packing Receiving Picking Storage

Picking

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? Customer churn Pre-transaction customer service Customer management Post-transaction customer service

Post-transaction customer service

Which one of the following carrier types generally transports goods for the company that owns the carrier? Private carrier Common carrier Exempt carrier Contract carrier

Private carrier

Which warehouse location strategy would most likely be used if a company has many more suppliers than customers? Market Positioned Strategy Product Positioned Strategy Dynamically Positioned Strategy Intermediately Positioned Strategy

Product Positioned Strategy

All of the following are included in the five dimensions of service quality EXCEPT? Reasonability Assurance Responsiveness Reliability

Reasonability

Which of the following is NOT one of the twelve pillars of competitiveness? Institutions Health and Primary Education Market Size Recreation Labor Market Efficiency

Recreation

Which of the following is a required element of an effective CRM initiative? Preserving a traditional sales force that communicates with the supply-chain via a traditional paper document/contract system Segmenting customers All of these answer choices are correct None of the other answer choices are correct Sending out promotional materials by e-mail to a large random group of a potential customers

Segmenting customers

Which of the following is NOT one of the ways that service products are different from physical products? There is a much higher ratio of labor to materials in the service industry Customers are much more directly involved in the service industry Services are largely provided very near where customers are located Services are generally tangible

Services are generally tangible

Which queueing system design involves multiple servers acting in a series such as in a formal sit-down restaurant Multiple channels, single phase Multiple channels, multiple phase Single channel, single phase Single channel, multiple phase

Single channel, multiple phase

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. Delivery to the shipping destination has been authorized by CBP following submission and review of required documentation. The shipment has arrived within the port of entry. The estimated tariffs or duties have been paid.

The Shippers Export Declaration (SED) has been submitted to CBP.

T/F A right-to-work law allows employees to decide for themselves whether or not they want to join or financially support a union

True

T/F 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

T/F 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

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

True

Which of the following would NOT be considered an acceptable option in managing capacity when demand exceeds available service capacity? Utilizing fewer facilitating products Using customers to provide services Sharing cross-trained employees Utilizing technological tools like computers and automated systems

Utilizing fewer facilitating products

The international agency that administers trade agreements, facilitates trade negotiations, and helps to resolve trade disputes, is? International Trade Federation Foreign Trade Commission Regional Trade Association World Trade Organization

World Trade Organization

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

Determining how the facility will operate

T/F Motor carrier (i.e., trucking) is the most reliable mode of transportation.

False

T/F 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

T/F The process of analyzing customers who have stopped buying to determine why is known as customer behavior modification.

False

Which type of global logistics intermediary moves global shipments through customs and handles the documentation? Shippers' Association Customs Broker Transportation Broker Non-Vessel-Operating Common Carrier (NVOCC) Freight Forwarder

Customs Broker

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? Recalls Repackaging Repairs Returns Recycling Reconciliation

Reconciliation