Question 1

______ is the process of gathering information from within and outside of the organization to forecast demand for a product.

Accepted Answer

A) Collaborative forecasting 
B) Causal forecasting 
C) Collaborative planning 
D) Causal planning 
A) Collaborative forecasting 
B) Causal forecasting 
C) Collaborative planning 
D) Causal planning

Question 2

Which of the following is NOT a step in implementing an effective CFSCM program?

Accepted Answer

A) Establish two-way communication between customers and suppliers. 
B) Understand customers' strategic service needs. 
C) Establish functional interfaces between the company and its supply chain partners. 
D) Improve customer satisfaction through sales discounts. 
A) Establish two-way communication between customers and suppliers. 
B) Understand customers' strategic service needs. 
C) Establish functional interfaces between the company and its supply chain partners. 
D) Improve customer satisfaction through sales discounts.

Question 3

The four supply chain dimensions of customer service include ______.

Accepted Answer

A) reliability,communication,time,and convenience 
B) time,comfort,convenience,and effort 
C) reliability,affordability,time,and delivery 
D) time,service,effort,and delivery 
A) reliability,communication,time,and convenience 
B) time,comfort,convenience,and effort 
C) reliability,affordability,time,and delivery 
D) time,service,effort,and delivery

Question 4

In which of the following situations is it easier to restore customer satisfaction through prompt service recovery efforts?

Accepted Answer

A) with a customer who has a long-term relationship with the organization and has been satisfied with its past performance 
B) with a customer who is focused more on the transaction and has no prior relationship with the organization 
C) with a customer who has a long-term relationship with the organization and has not been satisfied with its past performance 
D) with a customer who is reluctant to trust the organization's performance 
A) with a customer who has a long-term relationship with the organization and has been satisfied with its past performance 
B) with a customer who is focused more on the transaction and has no prior relationship with the organization 
C) with a customer who has a long-term relationship with the organization and has not been satisfied with its past performance 
D) with a customer who is reluctant to trust the organization's performance

Question 5

Which of the following statements is FALSE about the communication aspect of customer service?

Accepted Answer

A) Personal and face-to-face communication remain essential to good customer service. 
B) Communication is the channel to obtain critical customer feedback on the company's performance. 
C) Personal and face-to-face communication are no longer essential to good customer service. 
D) Live chat,social media sites,and e-mail are effective means of communication. 
A) Personal and face-to-face communication remain essential to good customer service. 
B) Communication is the channel to obtain critical customer feedback on the company's performance. 
C) Personal and face-to-face communication are no longer essential to good customer service. 
D) Live chat,social media sites,and e-mail are effective means of communication.

Question 6

______ is the ability of a company to deliver products to customers without loss or damage.

Accepted Answer

A) Order fill rate 
B) Delivery safety 
C) Order delivery completion 
D) In-stock probability 
A) Order fill rate 
B) Delivery safety 
C) Order delivery completion 
D) In-stock probability

Question 7

Which of the following factors leads to problems in implementing CPFR?

Accepted Answer

A) supply chain partners unable to determine common goals 
B) collaboration among supply chain partners in sharing sensitive information 
C) supply chain partners left to determine common goals 
D) collaboration among supply chain partners in demand planning and forecasting 
A) supply chain partners unable to determine common goals 
B) collaboration among supply chain partners in sharing sensitive information 
C) supply chain partners left to determine common goals 
D) collaboration among supply chain partners in demand planning and forecasting

Question 8

From a supply chain perspective,______ can be defined as the ability to satisfy customers in terms of time,reliability,convenience,and communication.

Accepted Answer

A) order completion 
B) order fulfillment 
C) customer satisfaction 
D) customer service 
A) order completion 
B) order fulfillment 
C) customer satisfaction 
D) customer service

Question 9

The process of accurately determining what the customer wants and then coordinating the processes and procedures within the firm and across its supply chain to meet customer needs is called ______.

Accepted Answer

A) demand forecasting 
B) demand management 
C) demand planning 
D) demand creation 
A) demand forecasting 
B) demand management 
C) demand planning 
D) demand creation

Question 10

The time horizon for long-term demand planning decisions is ______

Accepted Answer

A) 3 months to 6 months 
B) 3 months to 3 years 
C) several years 
D) 3 months or less 
A) 3 months to 6 months 
B) 3 months to 3 years 
C) several years 
D) 3 months or less

Question 11

Historical data used to predict the average or trend of actual demand is based on which of the following assumptions?

Accepted Answer

A) Past demand is not a reliable predictor of its future. 
B) Past demand is a reliable predictor of its future. 
C) Past demand is directly proportional to its future. 
D) Past demand is independent of its future. 
A) Past demand is not a reliable predictor of its future. 
B) Past demand is a reliable predictor of its future. 
C) Past demand is directly proportional to its future. 
D) Past demand is independent of its future.

Question 12

Minor changes in demand that are caused by unknown factors and cannot be foreseen are called ______.

Accepted Answer

A) cyclic variations 
B) random variations 
C) predictable variations 
D) seasonal variations 
A) cyclic variations 
B) random variations 
C) predictable variations 
D) seasonal variations

Question 13

Which of the following is true about companies that have implemented postponement strategies?

Accepted Answer

A) increased inventory 
B) increased number of outdated products 
C) increased range of customized products 
D) increased supply demand mismatches 
A) increased inventory 
B) increased number of outdated products 
C) increased range of customized products 
D) increased supply demand mismatches

Question 14

A restaurant with overscheduled staff on a slow night is an example of ______.

Accepted Answer

A) insufficient capacity in the form of busy resources and poor service quality 
B) excess capacity in the form of idle resources 
C) excellent service quality 
D) service recovery 
A) insufficient capacity in the form of busy resources and poor service quality 
B) excess capacity in the form of idle resources 
C) excellent service quality 
D) service recovery

Question 15

The first step in demand management is ______.

Accepted Answer

A) demand planning 
B) demand assessment 
C) demand forecasting 
D) none of these 
A) demand planning 
B) demand assessment 
C) demand forecasting 
D) none of these

Question 16

Which of the following statements is true about global demand management?

Accepted Answer

A) Local suppliers provide the buying firms greater flexibility in responding to demand fluctuations. 
B) Global suppliers provide the buying firms greater flexibility in responding to demand fluctuations. 
C) There is no difference between local suppliers and global suppliers in responding to demand fluctuations. 
D) none of these 
A) Local suppliers provide the buying firms greater flexibility in responding to demand fluctuations. 
B) Global suppliers provide the buying firms greater flexibility in responding to demand fluctuations. 
C) There is no difference between local suppliers and global suppliers in responding to demand fluctuations. 
D) none of these

Question 17

______ require the firm to project its aggregate demand from the present to several years in the future.

Accepted Answer

A) Intermediate-term demand planning decisions 
B) Long-term demand planning decisions 
C) Short-term demand planning decisions 
D) Immediate demand planning decisions 
A) Intermediate-term demand planning decisions 
B) Long-term demand planning decisions 
C) Short-term demand planning decisions 
D) Immediate demand planning decisions

Question 18

Which of the following is NOT one of the phases of the CPFR process?

Accepted Answer

A) analysis 
B) strategy and planning 
C) execution 
D) control 
A) analysis 
B) strategy and planning 
C) execution 
D) control

Question 19

CPA in customer service management stands for ______.

Accepted Answer

A) customer profitability analysis 
B) company profitability analysis 
C) collective profitability analysis 
D) convenient profitability analysis 
A) customer profitability analysis 
B) company profitability analysis 
C) collective profitability analysis 
D) convenient profitability analysis

Question 20

Which of the following is an impact of demand management activities on human resources?

Accepted Answer

A) Demand influences capital investments. 
B) Demand impacts new product introductions. 
C) Demand influences supply chain design. 
D) Demand determines employee head count and overtime for current workers. 
A) Demand influences capital investments. 
B) Demand impacts new product introductions. 
C) Demand influences supply chain design. 
D) Demand determines employee head count and overtime for current workers.

Exam 15: Demand Management and Customer Service

______ is the process of gathering information from within and outside of the organization to forecast demand for a product.

Which of the following is NOT a step in implementing an effective CFSCM program?

The four supply chain dimensions of customer service include ______.

In which of the following situations is it easier to restore customer satisfaction through prompt service recovery efforts?

Which of the following statements is FALSE about the communication aspect of customer service?

______ is the ability of a company to deliver products to customers without loss or damage.

Which of the following factors leads to problems in implementing CPFR?

From a supply chain perspective,______ can be defined as the ability to satisfy customers in terms of time,reliability,convenience,and communication.

The process of accurately determining what the customer wants and then coordinating the processes and procedures within the firm and across its supply chain to meet customer needs is called ______.

The time horizon for long-term demand planning decisions is ______

Historical data used to predict the average or trend of actual demand is based on which of the following assumptions?

Minor changes in demand that are caused by unknown factors and cannot be foreseen are called ______.

Which of the following is true about companies that have implemented postponement strategies?

A restaurant with overscheduled staff on a slow night is an example of ______.

The first step in demand management is ______.

Which of the following statements is true about global demand management?

______ require the firm to project its aggregate demand from the present to several years in the future.

Which of the following is NOT one of the phases of the CPFR process?

CPA in customer service management stands for ______.

Which of the following is an impact of demand management activities on human resources?

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