Supply Chain Test 3

An import can only occur inside the borders of your home country and an export can only occur outside the borders of your home country

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

If an Automobile Service Repair Shop, that operates for eight (8) hours per day, has a total of seven (7) workstations available, and the average automobile repair job takes two (2) hours to complete, what is their daily Service Capacity (i.e., how many cars/customers can this service operation accommodate per eight (8) hour day)?

28

All of the following are dimensions of service quality, EXCEPT?

Insurance

A common line is formed, and the customer at the head of the line proceeds to the first available service provider (from a group of service providers), who provides part of the service, and the customer is then passed-off to the next service provider in sequence, and so on, until the full service is completed.

Multiple Channel, Multiple Phase

Entering a customer order into the manufacturers order fulfillment database

Transaction

Finding a new customer costs 5-10 times as much as keeping an existing customer

True

What is Customer Lifetime Value?

A prediction of the net profit attributed to the entire relationship with a particular customer.

Which one of the following is NOT one of the dimensions of service quality?

Apathy

What is a Foreign Trade Zone (FTZ)?

Are Physical areas inside the US supervised by U.S Customs and Border Protection that are considered to be outside of the U.S territory.

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 Center

Why is Customer Lifetime Value important?

CLV is important because it determines how much money a company is willing to spend on acquring new customers and how much repeat business a company can expect from particular customers.

Which one of the following is NOT a Sales Force Automation tool?

Call Center Management

Focused on product development and engineering for products that they manufacture

Contributor Factory

Establishing a website self-service portal so customers can enter/maintain their profile information

Correct match: Pre-Transaction

Global location decisions involve all of the following EXCEPT?

Determining how the facility will operate

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

What are "Facilitating Goods"?

Facilitating goods are tangible elements that are used or consumed by the customer or the service provider along with the service provided.

Balking occurs when customers decide to leave the queue after some length of waiting time in the queue

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

The transportation term of sale known as Free on Board (FOB) Origin requires that the seller retain ownership of the product from the point of origin until it reaches the buyer's destination.

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

False

A company selected as the lead logistics partner charged with managing the activities of all the company's logistics partners, is known as?

Fourth Party Logistics provider

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

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

Importer of Record

Name 5 services that a 3PL offers

Inbound Transportation Warehousing Pick and Pack Freight Forwarding Customs Brokerage

Source of product and process innovation and competitive advantage across the entire organization (world-class)

Lead Factory

The goals and benefits of a good Customer Relationship Management program include all of the following EXCEPT?

Lower inventory levels.

Companies need a Customer Relationship Management program in order to?

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

A common line is formed. The customer at the head of the line proceeds to the first available service provider (from a group of service providers), who completes the required service for the customer.

Multiple Channel, Single Phase

A factory set up for manufacturing or assembly in a country where labor and/or raw materials are less expensive, for eventual import back into the manufacturer's home country

Offshore Factory

Which global facility type is set up in an area with an abundance of advance suppliers, competitors, and research facilities?

Outpost Factory

Withdrawing components from stock to make assemblies or finished goods, or to ship to a customer, is known as?

Picking

Which transportation mode has the lowest per unit cost?

Pipeline

Making arrangements to repair a defective item sold to a customer

Post-Transaction

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

Pure Services

The mode of transportation that has the most capability is

Rail

What are the primary functions of a warehouse

Receiving, Storage, Picking, Packing, and Shipping

What are the five R's of Reverse Logistics?

Recycling, Recalls, Repairs, Repackaging, and Returns

Which of the following is NOT one of the twelve pillars of competitiveness?

Regional Trade Agreements

Which of the following is a required element of an effective CRM initiative?

Segmenting customers

What are the four (4) major differences between goods and services?

Services cannot be inventoried Services are often unqiue to the customer Services have high customer interaction Services are decentralized

A common line is formed. The customer at the head of the line proceeds to the initial service provider who provides part of the service, and the customer is then passed-off to the next service provider in sequence, and so on, until the full service is completed.

Single Channel, Multiple Phase

Manufactures products at low cost but with skilled workers and significant managerial resources

Source Factory

Which of the following items would be considered a facilitating product?

The tools used to fix your car at an automobile repair shop

Which of the following BEST describes the services provided by Third-Party Logistics (3PL) companies?

They warehouse and distribute your products, and potentially perform some other value-added processes.

The Weighted-Factor Rating Model is one of the methods used to compare the attractiveness of several global locations along a number of quantitative and qualitative dimensions.

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

The length of time that customers are willing to wait for service before leaving, or before lowering their perception of the quality of the service company is directly related to the effectiveness of the queueing system being used by the service company to manage customers.

True

The term "private warehouse" refers to warehouses that are owned by the company that also owns the goods being stored.

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

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

To minimize the high cost of hiring and laying off employees in a service supply chain, the service provider can use some specific strategies to deal with periods of high demand. Which of the following strategies could the service provider adopt? SELECT ANY and ALL THAT APPLY

Using technology, Using customers as "hidden employees", Using cross-trained employees to help with tasks that are busy, Using part-time employees, and Using employee scheduling policies

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

World Trade Organization

What types of operations (not otherwise prohibited by law) can be performed in a Foreign Trade Zone (FTZ) SELECT ANY and ALL THAT APPLY

Storage, Testing, Relabeling, Reclassification, Assembly, Salvage, Repackaging, Manufacturing, Inspection, Processing, Destruction, and Exhibition

Factory set up in an area with an abundance of advance suppliers, competitors, research facilities, etc.

Outpost Factory

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 transportation mode has the most accessibility?

Truck

Name the five modes of transportation.

Truck Rail Pipeline Air Water

Which Transportation Company Classification is described as a person or company who transports freight for a fee and can be hired by anyone to transport goods?

Common Carrier

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

The number of customers per day an organization's service delivery system is designed to serve within a certain time frame, is referred to as?

Service Capacity

What is "Cross-Docking"?

The logistics practice of unloading materials from an incoming truck or railcar and loading these materials directly onto outbound trucks or railcars, with little or no storage in between to reduce inventory investment and storage space requirements.

A service bundle includes the explicit service, the supporting facility, the facilitating goods, as well as the implicit services

True

A common line is formed. The customer at the head of the line proceeds to the single service provider who completes the required service for the customer.

Single Channel, Single Phase