Supply Chain Management chapters 2-4 – Flashcards
Unlock all answers in this set
Unlock answersquestion
All of the following are true about the customer relationship management process except
answer
CRM is not a technology tool
question
The strategic customer relationship management process should be performed by:
answer
a team of executives from several functions
question
All of the ways that CRM can positively affect customer value added except:
answer
increase accounts receivable
question
The first step of the operational customer relationship management sub process is to:
answer
differentiate customers
question
Which team identifies criteria for categorizing customers?
answer
customer relationship management strategic team
question
All of the following are ways that customer relationship management can reduce total expenses except
answer
improve share of customer
question
Managements goal when implementing SCM should be:
answer
encourage actions that benefit the whole supply chain while at the same time equitably sharing in the risks and rewards
question
The CRM team must quantify the benefits of process improvements in
answer
financial terms
question
When should gain sharing be determined in order to not undermine joint objectives
answer
at the onset of the relationship
question
All customers don't contribute equally to the success of the firm and the goal is to identify those customers who _____ and ____ special treatment so the ...
answer
desire & deserve
question
All of the following are true about suppler relationship management except:
answer
it is the mirror image of CRM
question
The first step in the strategic SRM sub process is to
answer
Review corp, marketing, manufacturing and source strategy
question
The first step in the operational SRM sub process is to
answer
differentiate suppliers
question
All of the following are ways that SRM can positively affect economic value added except
answer
increase cost of direct materials
question
what types of suppliers are assigned a designated team of the supplier RM
answer
key suppliers
question
All of the following are important considerations when developing guidelines for the degree of differentiation in the PSA except
answer
ensuring that standardized PSA can be offered to all customers
question
Supplier profitability reports can be constructed by wholesalers and retailers but it is not possible for manufacturers to develop these reports for the suppliers of
answer
undifferentiated components and materials
question
The SRM teams provide inputs to each of the other supply chain mgmt process teams are affected by the customizations that have been made in the
answer
PSA
question
AT the______________ level the SRM process deals with developing and implementing the PSAS
answer
operational
question
As an example of a __________ item for Wendy's is their cooking oil.
answer
bottleneck
question
All of the following are true about CSM except
answer
the process is equivalent to logistics customer service
question
the 1st step in the strategic customer relationship sub process is to
answer
review corporate and marketing strategy
question
the 1st step in the strategic customer service management sub process is to
answer
develop customer service strategy
question
as the importance of the customer increases then the product service agreement will be
answer
have a higher level of customization
question
who is dedicated full-time to a particular customer or segments of customers
answer
customer service and salespersons
question
product and service agreement will vary based on all of the following except
answer
product complexity
question
the 1st step of the operational customer service mgmt sub process is to
answer
recognize event
question
Once a customer service event is recognized the customer service mgmt process team evaluates alternatives for managing the event except
answer
the least disruption to the customer and internal operations
question
All of the following are ways that customer service management can positively affect value added except
answer
increase tracking and tracing costs
question
customer service mgmt metrics should reflect the _____________ perspective and expectations
answer
customers
