Question 1

Which of the following statements is FALSE about quality customer service?

Accepted Answer

A) Customers demand that businesses act in an ethically and socially responsible manner. 
B) Customers are not very knowledgeable about environmental issues such as carbon emissions. 
C) The social responsible behavior of businesses has an influence on the customers' purchasing decisions. 
D) Companies can no longer hide their unsustainable,unethical business practices. 
A) Customers demand that businesses act in an ethically and socially responsible manner. 
B) Customers are not very knowledgeable about environmental issues such as carbon emissions. 
C) The social responsible behavior of businesses has an influence on the customers' purchasing decisions. 
D) Companies can no longer hide their unsustainable,unethical business practices.

Question 2

On-time deliveries and perfect/complete orders are measuring the ______ dimension of customer services.

Accepted Answer

A) time 
B) reliability 
C) convenience 
D) communication 
A) time 
B) reliability 
C) convenience 
D) communication

Question 3

There are ______ major collaborative activities in the CPFR process that buyers and sellers in a supply chain need to undertake to satisfy the needs of the customers.

Accepted Answer

A) four 
B) five 
C) three 
D) six 
A) four 
B) five 
C) three 
D) six

Question 4

______ is based on the idea that long-run profitability and efficiency of an enterprise depends on the customers' overall satisfaction with the company's and its supply chain partners' products or services.

Accepted Answer

A) Collaboration-focused supply chain management 
B) Communication-focused supply chain management 
C) Customer-focused supply chain management 
D) Company-focused supply chain management 
A) Collaboration-focused supply chain management 
B) Communication-focused supply chain management 
C) Customer-focused supply chain management 
D) Company-focused supply chain management

Question 5

Managing customer service consists of ______ features.

Accepted Answer

A) five 
B) three 
C) two 
D) four 
A) five 
B) three 
C) two 
D) four

Question 6

Which of the following is NOT an integral part of customer service?

Accepted Answer

A) Exhibit sustainable behavior. 
B) Create a perception in the minds of the customers that the organization acts in an ethically,socially,and environmentally responsible manner. 
C) Demonstrate a commitment to customer service that is increasingly valued. 
D) Potential customers do not expect organizations to be ethical and socially responsible. 
A) Exhibit sustainable behavior. 
B) Create a perception in the minds of the customers that the organization acts in an ethically,socially,and environmentally responsible manner. 
C) Demonstrate a commitment to customer service that is increasingly valued. 
D) Potential customers do not expect organizations to be ethical and socially responsible.

Question 7

______ is the percentage of customer orders that can be fully and completely filled from items in stock.

Accepted Answer

A) Order fill rate 
B) In-stock probability 
C) Out-of-stock probability 
D) Order delivery completion 
A) Order fill rate 
B) In-stock probability 
C) Out-of-stock probability 
D) Order delivery completion

Question 8

Which of the following statements is FALSE about sustainability in customer service?

Accepted Answer

A) Companies will reap the benefits of improved profit and customer loyalty if they can convince their customers that it is on a path of sustainable development. 
B) Companies will lose its customers if they are unable to convince their customers that they are ethically and socially responsible. 
C) Companies can receive bad publicity because of their unsustainable behavior. 
D) Companies can easily persuade people to buy products even if they are not ethically and socially responsible. 
A) Companies will reap the benefits of improved profit and customer loyalty if they can convince their customers that it is on a path of sustainable development. 
B) Companies will lose its customers if they are unable to convince their customers that they are ethically and socially responsible. 
C) Companies can receive bad publicity because of their unsustainable behavior. 
D) Companies can easily persuade people to buy products even if they are not ethically and socially responsible.

Question 9

Systems that allow customers to purchase products and have them delivered in different ways are called ______.

Accepted Answer

A) multichannel business systems 
B) multichannel marketing systems 
C) single channel marketing systems 
D) multichannel buying systems 
A) multichannel business systems 
B) multichannel marketing systems 
C) single channel marketing systems 
D) multichannel buying systems

Question 10

Which of the following is NOT a feature of managing customer services?

Accepted Answer

A) customer profitability analysis 
B) service failure and recovery 
C) customer service measurement 
D) stock on hand 
A) customer profitability analysis 
B) service failure and recovery 
C) customer service measurement 
D) stock on hand

Question 11

Which of the following is NOT a component of reliable customer services?

Accepted Answer

A) delivery safety 
B) order delivery completeness 
C) order cycle time consistency 
D) stock out 
A) delivery safety 
B) order delivery completeness 
C) order cycle time consistency 
D) stock out

Question 12

______ is the continuous monitoring of shortages or sudden changes in the quality of materials.

Accepted Answer

A) Exception management 
B) Performance assessment 
C) Strategy management 
D) Performance control 
A) Exception management 
B) Performance assessment 
C) Strategy management 
D) Performance control

Question 13

Successful implementation of CPFR does NOT have an impact on which of the following costs?

Accepted Answer

A) inventory costs 
B) merchandising costs 
C) transportation costs 
D) fixed costs 
A) inventory costs 
B) merchandising costs 
C) transportation costs 
D) fixed costs

Question 14

Which of the following is NOT an input to a forecast process?

Accepted Answer

A) historical demand data 
B) information from marketing department 
C) expected revenue 
D) recent demand information 
A) historical demand data 
B) information from marketing department 
C) expected revenue 
D) recent demand information

Question 15

Mismatches between actual demand and forecasted demand will result in ______.

Accepted Answer

A) excess inventory 
B) expanded market share 
C) employee dissatisfaction 
D) an increase in transportation costs 
A) excess inventory 
B) expanded market share 
C) employee dissatisfaction 
D) an increase in transportation costs

Question 16

The ______ dimension of customer service is the ability of the supply chain to reduce the cycle time involved in fulfilling a customer order from the point an order was received.

Accepted Answer

A) time 
B) reliability 
C) communication 
D) convenience 
A) time 
B) reliability 
C) communication 
D) convenience

Question 17

______ is the process of estimating the demand for a firm's products in the near future.

Accepted Answer

A) Demand forecasting 
B) Demand management 
C) Demand planning 
D) Demand assessment 
A) Demand forecasting 
B) Demand management 
C) Demand planning 
D) Demand assessment

Question 18

Which of the following are NOT used in service recovery to please customers?

Accepted Answer

A) discounts 
B) refunds 
C) credits 
D) late deliveries 
A) discounts 
B) refunds 
C) credits 
D) late deliveries

Question 19

______ involves the development and calculation of key metrics to evaluate the progress of the organization.

Accepted Answer

A) Exception management 
B) Strategy management 
C) Performance assessment 
D) Performance control 
A) Exception management 
B) Strategy management 
C) Performance assessment 
D) Performance control

Question 20

The time horizon for ______ is 3 months or less.

Accepted Answer

A) intermediate-term demand planning decisions 
B) long-term demand planning decisions 
C) short-term demand planning decisions 
D) prolonged demand planning decisions 
A) intermediate-term demand planning decisions 
B) long-term demand planning decisions 
C) short-term demand planning decisions 
D) prolonged demand planning decisions

Exam 15: Demand Management and Customer Service

Which of the following statements is FALSE about quality customer service?

On-time deliveries and perfect/complete orders are measuring the ______ dimension of customer services.

There are ______ major collaborative activities in the CPFR process that buyers and sellers in a supply chain need to undertake to satisfy the needs of the customers.

______ is based on the idea that long-run profitability and efficiency of an enterprise depends on the customers' overall satisfaction with the company's and its supply chain partners' products or services.

Managing customer service consists of ______ features.

Which of the following is NOT an integral part of customer service?

______ is the percentage of customer orders that can be fully and completely filled from items in stock.

Which of the following statements is FALSE about sustainability in customer service?

Systems that allow customers to purchase products and have them delivered in different ways are called ______.

Which of the following is NOT a feature of managing customer services?

Which of the following is NOT a component of reliable customer services?

______ is the continuous monitoring of shortages or sudden changes in the quality of materials.

Successful implementation of CPFR does NOT have an impact on which of the following costs?

Which of the following is NOT an input to a forecast process?

Mismatches between actual demand and forecasted demand will result in ______.

The ______ dimension of customer service is the ability of the supply chain to reduce the cycle time involved in fulfilling a customer order from the point an order was received.

______ is the process of estimating the demand for a firm's products in the near future.

Which of the following are NOT used in service recovery to please customers?

______ involves the development and calculation of key metrics to evaluate the progress of the organization.

The time horizon for ______ is 3 months or less.

Introduction to Managing Global Operations and Supply Chains

Operations and Supply Chain Strategies

Project Management

Supplement: Project Management

Product and Service Innovations

Supplement: Reliability

Managing for Quality

Quality Improvement and Control Tools

Capacity Planning

Supply Chain Design and Location Planning

Process Design and Layout Planning

Supplement: Tools for Analyzing, Designing, and Selecting Processes and Layouts

Supplier Management

Logistics Management

Demand Forecasting Methods

Lean Operations and Supply Chains

Inventory Management

Inventory Control Models

Sales and Operations Planning

Master Scheduling and Material Requirements Planning

Supplement: Capacity Requirements Planning, MRP II, ERP, and DRP

Detailed Scheduling

Linear Programming

The Transportation Models

Waiting Line Models

Simulation

Learning Curves

Decision-Making Tools

Filters