Supply Chain Management Chapter 8 – Flashcards
Unlock all answers in this set
Unlock answersquestion
Customer service is anything that touches the customer.
answer
T
question
Most organizations employ all six definitions of customer service in their order management process.
answer
F
question
Customer relationship management is a new concept only recently receiving attention.
answer
F
question
Firms today are beginning to use techniques such as activity-based costing to more accurately allocate costs to customers. It's based on the specific costs of servicing a customer's orders relative to how, how much, what, and when a customer orders.
answer
T
question
The identification of the product/service package for each customer segment is one of the easier activities in the CRM process.
answer
F
question
Activity-based costing works well in warehouse-type environments but does not work for customer-service applications.
answer
F
question
With the proper information on how a customer's interaction drives firm's costs, the firm can then segment its customers by profitability.
answer
T
question
"Order to cash" and "order cycle" are the same.
answer
T
question
"Order to cash" and "replenishment cycle" are the same.
answer
F
question
The buyer and seller look at order time from the same perspective.
answer
F
question
Deliver Stocked Product in the Supply Chain Council SCOR Model is the same as the OTC model.
answer
T
question
There are ten principal activities to the OTC model.
answer
F
question
Reserve Inventory and Determine Delivery Date has traditionally been referred to as order processing.
answer
F
question
A driving force behind the attention to OTC cycle variability is safety stock. The absolute length of the order cycle will influence demand inventory.
answer
T
question
Customer service is of equal importance to both logistics and marketing.
answer
T
question
From a marketing perspective, logistics customer service can be thought of as a feature of the augmented product that adds value for the customer product.
answer
T
question
Dependability is not as important to a buyer as is absolute length of lead time.
answer
F
question
There are four types of communications that exist between a buyer and a seller.
answer
F
question
There are five logistics performance metrics from the buyer's point of view.
answer
T
question
A stockout always results in a back order.
answer
F
question
For the best service, all products should be available at all levels regardless of cost.
answer
F
question
"Customer service can be defined as A. a philosophy. B. order fulfillment. C. the SCOR model. D. anything that touches the customer.
answer
" "Customer service can be defined as D. anything that touches the customer.
question
" "Customer relationship management is the art and science of A. demand management. B. positioning customers to improve the profitability of the organization. C. management discipline. D. customer profitability.
answer
" "Customer relationship management is the art and science of B. positioning customers to improve the profitability of the organization.
question
" "What are the steps in the CRM process? A. segment customer base, then measure service and improve B. segment customer base, then identify service/package C. measure service, then improve D. segment customer base, then identify service/package, then measure service and improve
answer
" "What are the steps in the CRM process? D. segment customer base, then identify service/package, then measure service and improve
question
" "Activity Based Costing A. is useful for distributions centers but not customers. B. can be applied to customer segmentation. C. is too sophisticated for many applications. D. is a very new management science.
answer
" "Activity Based Costing B. can be applied to customer segmentation.
question
" "Traditional customer profitability analyses would start with ____ less returns and allowances (net sales) and subtracts the cost of goods sold. A. gross sales B. back orders C. the forecast D. gross margin
answer
" "Traditional customer profitability analyses would start with ____ less returns and allowances (net sales) and subtracts the cost of goods sold. A. gross sales
question
" "Those customers who are in the ""Danger Zone"" segment are A. likely to switch to a competitor. B. have been a customer for less than a year. C. the least profitable. D. are using ABC to drive down the price.
answer
" "Those customers who are in the ""Danger Zone"" segment are C. the least profitable.
question
" "Order management system represents the principal means by which A. price and lead time add value. B. buyers and sellers communicate relating to individual orders of product. C. orders are handled inside the company. D. customers are segmented.
answer
" "Order management system represents the principal means by which B. buyers and sellers communicate relating to individual orders of product.
question
" "The term replenishment cycle refers to A. orders for raw material. B. material management. C. the acquisition of additional inventory. D. inventory and material management.
answer
" "The term replenishment cycle refers to C. the acquisition of additional inventory.
question
" "While interest has traditionally focused more on the overall length of the OTC cycle, recent attention has been centered on A. customer segmentation. B. the use of the ABC process. C. the use of the SCOR process. D. variability or consistency within this process.
answer
" "While interest has traditionally focused more on the overall length of the OTC cycle, recent attention has been centered on D. variability or consistency within this process.
question
" "Applying Internet technology to the order management process has allowed organizations to not only take time out of the process but also to A. increase the velocity of cash back to the selling organization. B. attract new customers. C. develop ""Clicks"" and ""Bricks"" firms. D. manage inventory more effectively.
answer
" "Applying Internet technology to the order management process has allowed organizations to not only take time out of the process but also to A. increase the velocity of cash back to the selling organization.
question
" "The traditional role of customer service at the interface between marketing and logistics. This relationship manifests itself through the ____ dimension of the marketing mix. A. price B. place C. product D. promotion
answer
" "The traditional role of customer service at the interface between marketing and logistics. This relationship manifests itself through the ____ dimension of the marketing mix. B. place
question
" "Which is not part of dependability? A. cycle time B. correct orders and cycle time C. convenience D. cycle time, correct order, and convenience
answer
" "Which is not part of dependability? D. cycle time, correct order, and convenience
question
" "The SCOR model provides suggested metrics A. across multiple dimensions for each of the five Level One processes. B. to segment customers. C. for proving a base for ABC costing. D. that allow marketing to evaluate channel selection
answer
" "The SCOR model provides suggested metrics A. across multiple dimensions for each of the five Level One processes.
