Question 1

Refer to the following information.What is the line fill rate?

Accepted Answer

A) 95.80 percent 
B) 93.33 percent 
C) 96.30 percent 
D) 97.58 percent 
A) 95.80 percent 
B) 93.33 percent 
C) 96.30 percent 
D) 97.58 percent

Question 2

Anthony Company has analyzed its customer base and realizes that it has a few customers who provide both high revenue and high profitability.This suggests that the appropriate commitment to those customers would be:

Accepted Answer

A) Customer success. 
B) Review reason for doing business. 
C) Good basic customer service. 
D) Customer satisfaction. 
A) Customer success. 
B) Review reason for doing business. 
C) Good basic customer service. 
D) Customer satisfaction.

Question 3

Lead-time performance is an element of:

Accepted Answer

A) Minimal importance to most industrial customers. 
B) Basic service. 
C) Customer satisfaction. 
D) Customer success. 
A) Minimal importance to most industrial customers. 
B) Basic service. 
C) Customer satisfaction. 
D) Customer success.

Question 4

Which customer management approach requires a comprehensive supply chain perspective on the part of operations executives?

Accepted Answer

A) Customer success 
B) Customer satisfaction 
C) Customer service 
D) Customer happiness 
A) Customer success 
B) Customer satisfaction 
C) Customer service 
D) Customer happiness

Question 5

The use of technology to collect and analyze data concerning customers' buying behavior is an important aspect of:

Accepted Answer

A) Basic customer service. 
B) Customer satisfaction. 
C) Customer relationship management. 
D) Customer success. 
A) Basic customer service. 
B) Customer satisfaction. 
C) Customer relationship management. 
D) Customer success.

Question 6

A firm has found that it provides a 90 percent order fill rate (orders shipped complete),90 percent on-time delivery,90 percent of its orders arrive at customers' destinations in perfect condition,and 90 percent of the time all documentation is correct.These are all of the elements of a perfect order for this company's customers.What is the best estimate of its perfect order performance?

Accepted Answer

A) 90 percent 
B) 60 percent 
C) 0 percent 
D) 66 percent 
A) 90 percent 
B) 60 percent 
C) 0 percent 
D) 66 percent

Question 7

From an operations perspective,companies should strive to:

Accepted Answer

A) Provide customer success to all customers. 
B) Realize different customer management approaches may be appropriate for different customers. 
C) Realize that all customers desire close customer success types of relationships. 
D) Never refuse to do business with a customer. 
A) Provide customer success to all customers. 
B) Realize different customer management approaches may be appropriate for different customers. 
C) Realize that all customers desire close customer success types of relationships. 
D) Never refuse to do business with a customer.

Question 8

Given the following information for the last two months,which fill rate measure showed the greatest improvement?

Accepted Answer

A) Unit fill rate 
B) Line fill rate 
C) Order fill rate 
D) None of the fill rates improved 
A) Unit fill rate 
B) Line fill rate 
C) Order fill rate 
D) None of the fill rates improved

Question 9

Which measure of basic service will most likely show poorest performance for a firm?

Accepted Answer

A) Unit fill rate 
B) Order fill rate 
C) Line fill rate 
D) Perfect orders 
A) Unit fill rate 
B) Order fill rate 
C) Line fill rate 
D) Perfect orders

Question 10

The difference between a "customer success" focus and a "customer satisfaction" focus is that:

Accepted Answer

A) Customer satisfaction is more difficult to achieve. 
B) Customer success deals with expectations of customers,while customer satisfaction deals with their requirements. 
C) Customer satisfaction deals with expectations,while customer success deals with requirements. 
D) There really isn't any difference. 
A) Customer satisfaction is more difficult to achieve. 
B) Customer success deals with expectations of customers,while customer satisfaction deals with their requirements. 
C) Customer satisfaction deals with expectations,while customer success deals with requirements. 
D) There really isn't any difference.

Question 11

Commitment to "customer success" is likely the best approach for a firm to use with:

Accepted Answer

A) All of its customers. 
B) Customers who represent a small source of revenue for the firm. 
C) Customers who have high expectations. 
D) None of these selections. 
A) All of its customers. 
B) Customers who represent a small source of revenue for the firm. 
C) Customers who have high expectations. 
D) None of these selections.

Question 12

Customers who are both low revenue generators and low profit generators for a firm should be:

Accepted Answer

A) Terminated as customers. 
B) Provided with a minimum level of customer service. 
C) Reviewed for possible termination or continuation. 
D) Treated with customer success relationships to improve revenue and profit. 
A) Terminated as customers. 
B) Provided with a minimum level of customer service. 
C) Reviewed for possible termination or continuation. 
D) Treated with customer success relationships to improve revenue and profit.

Refer to the following information.What is the line fill rate?

Anthony Company has analyzed its customer base and realizes that it has a few customers who provide both high revenue and high profitability.This suggests that the appropriate commitment to those customers would be:

Lead-time performance is an element of:

Which customer management approach requires a comprehensive supply chain perspective on the part of operations executives?

The use of technology to collect and analyze data concerning customers' buying behavior is an important aspect of:

From an operations perspective,companies should strive to:

Given the following information for the last two months,which fill rate measure showed the greatest improvement?

Which measure of basic service will most likely show poorest performance for a firm?

The difference between a "customer success" focus and a "customer satisfaction" focus is that:

Commitment to "customer success" is likely the best approach for a firm to use with:

Customers who are both low revenue generators and low profit generators for a firm should be:

Introduction to Managing Operations Across the Supply Chain

Operations and Supply Chain Strategy

Managing Processes and Capacity

A: Process Mapping and Analysis

Productprocess Innovation

Manufacturing and Service Process Structures

Managing Quality

A: Quality Improvement Tools

Lean Systems

Customer Service Management

Sourcing and Supply Management

Logistics Management

Demand Planning: Forecasting and Demand Management

Sales and Operations Planning

Materials and Resource Requirements Planning

Project Management

A: Advanced Methods for Project Scheduling

Sustainable Operations Management Preparing for the Future

Filters

Exam 7: Managing Inventories

Refer to the following information.What is the line fill rate?

Anthony Company has analyzed its customer base and realizes that it has a few customers who provide both high revenue and high profitability.This suggests that the appropriate commitment to those customers would be:

Lead-time performance is an element of:

Which customer management approach requires a comprehensive supply chain perspective on the part of operations executives?

The use of technology to collect and analyze data concerning customers' buying behavior is an important aspect of:

From an operations perspective,companies should strive to:

Given the following information for the last two months,which fill rate measure showed the greatest improvement?

Which measure of basic service will most likely show poorest performance for a firm?

The difference between a "customer success" focus and a "customer satisfaction" focus is that:

Commitment to "customer success" is likely the best approach for a firm to use with:

Customers who are both low revenue generators and low profit generators for a firm should be:

Introduction to Managing Operations Across the Supply Chain

Operations and Supply Chain Strategy

Managing Processes and Capacity

A: Process Mapping and Analysis

Productprocess Innovation

Manufacturing and Service Process Structures

Managing Quality

A: Quality Improvement Tools

Lean Systems

Customer Service Management

Sourcing and Supply Management

Logistics Management

Demand Planning: Forecasting and Demand Management

Sales and Operations Planning

Materials and Resource Requirements Planning

Project Management

A: Advanced Methods for Project Scheduling

Sustainable Operations Management Preparing for the Future

Filters