Question 1

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.

Accepted Answer

A) True 
 B)False

Question 2

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

Accepted Answer

A) True 
 B)False

Question 3

The term replenishment cycle refers to

Accepted Answer

A)  orders for raw material. 
B)  material management. 
C)  the acquisition of additional inventory. 
D)  inventory and material management. 
A)  orders for raw material. 
B)  material management. 
C)  the acquisition of additional inventory. 
D)  inventory and material management.

Question 4

Applying Internet technology to the order management process has allowed organizations to not only take time out of the process but also to

Accepted Answer

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. 
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.

Question 5

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

Accepted Answer

(1)the buyer waits until the product is

Question 6

Customer service is anything that touches the customer.

Accepted Answer

A) True 
 B)False

Question 7

For the best service,all products should be available at all levels regardless of cost.

Accepted Answer

A) True 
 B)False

Question 8

Which is not part of dependability?

Accepted Answer

A)  cycle time 
B)  correct orders and cycle time 
C)  convenience 
D)  cycle time,correct order,and convenience 
A)  cycle time 
B)  correct orders and cycle time 
C)  convenience 
D)  cycle time,correct order,and convenience

Question 9

Those customers who are in the "Danger Zone" segment are

Accepted Answer

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. 
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.

Question 10

A stockout always results in a back order.

Accepted Answer

A) True 
 B)False

Question 11

Define and discuss the Order Management System.

Accepted Answer

The order management system represents t

Question 12

Discuss how the Internet has affected how the OTC cycle.

Accepted Answer

This discussion on order management woul

Question 13

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

Accepted Answer

Thirteen principal activities constitute

Question 14

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

Accepted Answer

Traditional cost accounting in this case

Question 15

There are five logistics performance metrics from the buyer's point of view.

Accepted Answer

A) True 
 B)False

Question 16

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

Accepted Answer

A)  customer segmentation. 
B)  the use of the ABC process. 
C)  the use of the SCOR process. 
D)  variability or consistency within this process. 
A)  customer segmentation. 
B)  the use of the ABC process. 
C)  the use of the SCOR process. 
D)  variability or consistency within this process.

Question 17

There are four basic steps in the implementation of the CRM process in a business-to-business environment.

Accepted Answer

Step 1: Segment the Customer Base by Pro

Question 18

What are the steps in the CRM process?

Accepted Answer

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 
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

Question 19

Customer relationship management is the art and science of

Accepted Answer

A)  demand management. 
B)  positioning customers to improve the profitability of the organization. 
C)  management discipline. 
D)  customer profitability. 
A)  demand management. 
B)  positioning customers to improve the profitability of the organization. 
C)  management discipline. 
D)  customer profitability.

Question 20

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.

Accepted Answer

A) True 
 B)False

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.

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

The term replenishment cycle refers to

Applying Internet technology to the order management process has allowed organizations to not only take time out of the process but also to

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

Customer service is anything that touches the customer.

For the best service,all products should be available at all levels regardless of cost.

Which is not part of dependability?

Those customers who are in the "Danger Zone" segment are

A stockout always results in a back order.

Define and discuss the Order Management System.

Discuss how the Internet has affected how the OTC cycle.

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

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

There are five logistics performance metrics from the buyer's point of view.

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

There are four basic steps in the implementation of the CRM process in a business-to-business environment.

What are the steps in the CRM process?

Customer relationship management is the art and science of

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.

Supply Chain Management: An Overview

Role of Logistics in Supply Chains

Global Supply Chains

Supply Chain Relationships

Supply Chain Performance Measurement and Financial Analysis

Supply Chain Technology Managing Information Flows

Demand Management

Managing Inventory in the Supply Chain

Transportation: Managing the Flow of the Supply Chain

Distribution Managing Fulfillment Operations

Supply Chain Network Analysis and Design

Sourcing Materials and Services

Operations Producing Goods and Services

Managing Reverse Flows in the Supply Chain

Strategic Challenges and Change for Supply Chains

Filters

Exam 8: Order Management and Customer Service

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.

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

The term replenishment cycle refers to

Applying Internet technology to the order management process has allowed organizations to not only take time out of the process but also to

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

Customer service is anything that touches the customer.

For the best service,all products should be available at all levels regardless of cost.

Which is not part of dependability?

Those customers who are in the "Danger Zone" segment are

A stockout always results in a back order.

Define and discuss the Order Management System.

Discuss how the Internet has affected how the OTC cycle.

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

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

There are five logistics performance metrics from the buyer's point of view.

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

There are four basic steps in the implementation of the CRM process in a business-to-business environment.

What are the steps in the CRM process?

Customer relationship management is the art and science of

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.

Supply Chain Management: An Overview

Role of Logistics in Supply Chains

Global Supply Chains

Supply Chain Relationships

Supply Chain Performance Measurement and Financial Analysis

Supply Chain Technology Managing Information Flows

Demand Management

Managing Inventory in the Supply Chain

Transportation: Managing the Flow of the Supply Chain

Distribution Managing Fulfillment Operations

Supply Chain Network Analysis and Design

Sourcing Materials and Services

Operations Producing Goods and Services

Managing Reverse Flows in the Supply Chain

Strategic Challenges and Change for Supply Chains

Filters