Exam 8: Order Management and Customer Service

National Sports Apparel manufactures high school and college athletic uniforms for a wide range of team sports, as well as cheerleading uniforms. Nearly every order requires some degree of customization, especially in the numbers and insignias that are printed or sewn onto the uniforms. Which of the following would be an important metric for National Sports to measure?

The SCOR model provides suggested metrics:

Although it is generally impossible for an organization to anticipate customer service failures, employees can be trained to address mistakes quickly when they occur.

Describe the two phases of order management. How are they different? How are they related?

Reserve Inventory and Determine Delivery Date has traditionally been referred to as order processing.

Explain how order management and customer service are related.

There are two parts to the order management process. The first is _____ and the second is _____.

Which of the following order cycle lengths would require the buyer to hold the most total inventory during lead time?

Traditional customer profitability analyses would start with _____ less returns and allowances (net sales) and subtract the cost of goods sold.

A driving force behind the attention to OTC cycle variability is safety stock. The absolute length of the order cycle will influence demand inventory.

Not only does Internet technology speed up the order management process, it increases the velocity of cash back to the selling organization, which is a significant benefit.

Activity Based Costing (ABC) allocates costs to activities based on a fixed predetermined measure (e.g., cases).

A stockout always results in a back order.

Describe an experience you or someone close to you had in which an organization failed to provide good customer service. Using the key elements of service recovery explained in the text, describe how the organization either applied these elements to rectify the situation or could have used these elements more effectively to rectify the situation.

Shondine's car broke down unexpectedly on Monday evening as she was driving home from work. She had it towed to the dealership on Tuesday morning, but the necessary replacement part wasn't in stock. The dealer's service department received the parts order on Wednesday afternoon, and Shondine's car was finally ready for her to pick up on Thursday afternoon, after the new part had been installed. In the car repair industry, these three full days are known as:

Customer relationship management is a new concept only recently receiving attention.