Managerial 1.3 part 1 – Flashcards

value chain

1) Place the four business functions in the order they appear along the value chain: Customer service Design Marketing Production A) Customer Service, Design, Production, Marketing B) Customer Service, Marketing, Production, Design C) Design, Production, Marketing, Customer Service D) Design, Customer Service, Production, Marketing

2) R&D, production, and customer service are business functions that are all included as part of: A) the value chain B) benchmarking C) marketing D) the supply chain

3) The value chain is the sequence of business functions in which: A) value is deducted from the products or services of an organization B) value is proportionately added to the products or services of an organization C) products and services are evaluated with respect to their value to the supply chain D) customer usefulness is added to the products or services of an organization

4) ________ is the generation of, and experimentation with, ideas related to new products, services, or processes. A) Research and development B) Design of products, services, or processes C) Production D) Marketing

5) ________ is the detailed planning and engineering of products, services, or processes. A) Distribution B) Design of products, services, or processes C) Production D) Marketing

6) ________ is the acquisition, coordination, and assembly of resources to produce a product or deliver a service. A) Research and development B) Customer service C) Production D) Marketing

7) ________ is the manner by which companies promote and sell their products or services to customers or perspective customers. A) Distribution B) Customer service C) Research and development D) Marketing

8) ________ is the delivery of products or services to customers. A) Distribution B) Customer service C) Production D) Design of products, services, or processes

9) ________ is the after-sale support provided to customers. A) Distribution B) Customer service C) Production D) Marketing

10) ________ is a strategy that integrates people and technology in all business functions to enhance relationships with customers, partners, and distributors. A) Supply-chain analysis B) Customer relationship management C) Value-chain analysis D) Continuous quality improvement

11) Customer relationship management initiatives use technology to coordinate all: A) production activities B) research activities C) customer-facing activities D) inventory management activities

Supply chain