Question 1

In providing service outputs to consumers,a disadvantage of Internet retailers compared to store-based retailers arises in:

Accepted Answer

A) product variety and assortment 
B) lot size 
C) price 
D) waiting time 
A) product variety and assortment 
B) lot size 
C) price 
D) waiting time D

Question 2

From a strategic perspective,companies should strive to:

Accepted Answer

A) provide customer success to all customers 
B) realize different customer accommodation approaches may be appropriate for different customers 
C) decern/be aware 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 accommodation approaches may be appropriate for different customers 
C) decern/be aware that all customers desire close customer success types of relationships 
D) never refuse to do business with a customer B

Question 3

Companies should strive to offer the same fill rate performance on all items they stock.

Accepted Answer

A) True 
 B)False  False

Question 4

Customers may be dissatisfied with a company even if that company consistently provides perfect order performance.

Accepted Answer

A) True 
 B)False

Question 5

Which of the following is not one of the "service outputs" of a supply chain:

Accepted Answer

A) lot size 
B) waiting time 
C) price 
D) spatial convenience 
A) lot size 
B) waiting time 
C) price 
D) spatial convenience

Question 6

Good logistics practice involves developing operations in which malfunctions never occur.

Accepted Answer

A) True 
 B)False

Question 7

A firm which provides logistics service that is superior to its competitors can be sure that customers are satisfied.

Accepted Answer

A) True 
 B)False

Question 8

Providing perfect orders to a customer would be a key aspect of which customer accommodation focus?

Accepted Answer

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

Question 9

The most exacting measure of logistics performance regarding availability is:

Accepted Answer

A) Stockout frequency 
B) orders shipped complete 
C) fill rate 
D) average number of items on hand 
A) Stockout frequency 
B) orders shipped complete 
C) fill rate 
D) average number of items on hand

Question 10

On-time delivery is an aspect of a company's performance in:

Accepted Answer

A) availability 
B) operational performance 
C) malfunction recovery 
D) speed 
A) availability 
B) operational performance 
C) malfunction recovery 
D) speed

Question 11

Numerous studies have been performed concerning retail stockouts.While results vary,generally the studies find that stockouts:

Accepted Answer

A) are extremely rare 
B) average about 8% 
C) are less frequent for items that are being specifically promoted by a retailer 
D) average about 20% 
A) are extremely rare 
B) average about 8% 
C) are less frequent for items that are being specifically promoted by a retailer 
D) average about 20%

Question 12

In general,offering consumers higher levels of service output in terms of greater spatial convenience or product variety:

Accepted Answer

A) has little impact on logistics and distribution cost 
B) results in lower logistics and distribution cost 
C) results in higher logistics and distribution cost 
D) does not impact configuration of a supply chain 
A) has little impact on logistics and distribution cost 
B) results in lower logistics and distribution cost 
C) results in higher logistics and distribution cost 
D) does not impact configuration of a supply chain

Question 13

Since Walmart* and Target are both mass merchandisers it is likely that they both have the same logistical service requirements from suppliers.

Accepted Answer

A) True 
 B)False

Question 14

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,satisfaction deals with their requirements 
C) customer satisfaction deals with expectations,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,satisfaction deals with their requirements 
C) customer satisfaction deals with expectations,customer success deals with requirements. 
D) there really isn't any difference

Question 15

In developing strategy for customer accommodation,low-profitability customers should never be candidates for a customer success relationship.

Accepted Answer

A) True 
 B)False

Question 16

Providing value-added services is a critical aspect of:

Accepted Answer

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

Question 17

Providing greater spatial convenience to customers typically requires greater logistics expense.

Accepted Answer

A) True 
 B)False

Question 18

A customer success program in a company should focus on every customer the company serves.

Accepted Answer

A) True 
 B)False

Question 19

Alpha Company has a performance standard of 97% fill rate.Last month it achieved a 94% fill rate.This is an example of:

Accepted Answer

A) a knowledge gap 
B) a standards gap 
C) a performance gap 
D) a perception gap 
A) a knowledge gap 
B) a standards gap 
C) a performance gap 
D) a perception gap

Question 20

Jones Company promised a customer that the customer would receive at least 98% of all items ordered.In fact,the customer received 95% of the items.This is an example of which "gap" in the customer satisfaction model?

Accepted Answer

A) performance gap 
B) knowledge gap 
C) standards gap 
D) communication gap 
A) performance gap 
B) knowledge gap 
C) standards gap 
D) communication gap

In providing service outputs to consumers,a disadvantage of Internet retailers compared to store-based retailers arises in:

From a strategic perspective,companies should strive to:

Companies should strive to offer the same fill rate performance on all items they stock.

Customers may be dissatisfied with a company even if that company consistently provides perfect order performance.

Which of the following is not one of the "service outputs" of a supply chain:

Good logistics practice involves developing operations in which malfunctions never occur.

A firm which provides logistics service that is superior to its competitors can be sure that customers are satisfied.

Providing perfect orders to a customer would be a key aspect of which customer accommodation focus?

The most exacting measure of logistics performance regarding availability is:

On-time delivery is an aspect of a company's performance in:

Numerous studies have been performed concerning retail stockouts.While results vary,generally the studies find that stockouts:

In general,offering consumers higher levels of service output in terms of greater spatial convenience or product variety:

Since Walmart* and Target are both mass merchandisers it is likely that they both have the same logistical service requirements from suppliers.

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

In developing strategy for customer accommodation,low-profitability customers should never be candidates for a customer success relationship.

Providing value-added services is a critical aspect of:

Providing greater spatial convenience to customers typically requires greater logistics expense.

A customer success program in a company should focus on every customer the company serves.

Alpha Company has a performance standard of 97% fill rate.Last month it achieved a 94% fill rate.This is an example of:

Jones Company promised a customer that the customer would receive at least 98% of all items ordered.In fact,the customer received 95% of the items.This is an example of which "gap" in the customer satisfaction model?

21st-Century Supply Chains

Supply Chain Information Technology

Logistics

Integrated Operations Planning

Procurement and Manufacturing

Inventory

Transportation

Warehousing, materials Handling and Packaging

Global Supply Chain

Network Design

Relationship Management

Performance Management

Supply Chain Trends

Filters

Exam 4: Customer Accommodation

In providing service outputs to consumers,a disadvantage of Internet retailers compared to store-based retailers arises in:

From a strategic perspective,companies should strive to:

Companies should strive to offer the same fill rate performance on all items they stock.

Customers may be dissatisfied with a company even if that company consistently provides perfect order performance.

Which of the following is not one of the "service outputs" of a supply chain:

Good logistics practice involves developing operations in which malfunctions never occur.

A firm which provides logistics service that is superior to its competitors can be sure that customers are satisfied.

Providing perfect orders to a customer would be a key aspect of which customer accommodation focus?

The most exacting measure of logistics performance regarding availability is:

On-time delivery is an aspect of a company's performance in:

Numerous studies have been performed concerning retail stockouts.While results vary,generally the studies find that stockouts:

In general,offering consumers higher levels of service output in terms of greater spatial convenience or product variety:

Since Walmart* and Target are both mass merchandisers it is likely that they both have the same logistical service requirements from suppliers.

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

In developing strategy for customer accommodation,low-profitability customers should never be candidates for a customer success relationship.

Providing value-added services is a critical aspect of:

Providing greater spatial convenience to customers typically requires greater logistics expense.

A customer success program in a company should focus on every customer the company serves.

Alpha Company has a performance standard of 97% fill rate.Last month it achieved a 94% fill rate.This is an example of:

Jones Company promised a customer that the customer would receive at least 98% of all items ordered.In fact,the customer received 95% of the items.This is an example of which "gap" in the customer satisfaction model?

21st-Century Supply Chains

Supply Chain Information Technology

Logistics

Integrated Operations Planning

Procurement and Manufacturing

Inventory

Transportation

Warehousing, materials Handling and Packaging

Global Supply Chain

Network Design

Relationship Management

Performance Management

Supply Chain Trends

Filters