Exam 8: Order Management and Customer Service

When a seller is unable to satisfy demand with available inventory (a stockout), one of four possible events might occur. Name all four, and pick two to discuss in detail.

A stockout always results in a back order.

The term replenishment cycle refers to

Define and discuss Activity Based Costing, including its impact on profitability.

Firms today are beginning to use techniques such as activity-based costing to more accurately allocate costs to customers based on the specific costs of servicing a customer's orders relative to how, how much, what, and when a customer orders.

Most organizations employ all six definitions of customer service in their order management process.

Customer service can be defined as

There are four types of communications that exist between a buyer and a seller.

The identification of the product/service package for each customer segment is one of the easier activities in the CRM process.

Activity-based costing works well in warehouse-type environments but does not work for customer service applications.

There are 13 elements in the Process D1: Deliver Stocked Product in the Supply Chain Council's SCOR Model. Name any four, and discuss them in detail.

The SCOR model provides suggested metrics

"Order to cash" and "order cycle" are the same.

There are ten principal activities to the OTC model.

While interest has traditionally focused more on the overall length of the OTC cycle, recent attention has been centered on

Customer service is anything that touches the customer.

Customer relationship management is the art and science of

With the proper information on how a customer's interaction with the shipper drives the firm's costs, the firm can then segment its customers by profitability.

Discuss how the Internet has affected how the OTC cycle.

Process D1: Deliver Stocked Product in the Supply Chain Council SCOR Model is the same as the OTC cycle model.