Deck 7: Demand Management,order Management

Question 1

Classifying orders according to pre-established guidelines so that a company can prioritize how orders are to be filled refers to ___________.
a.order fill rate
b.order management
c.order processing
d.order triage

Answer 1

order triage

Question 2

An underlying assumption of ___________ forecasting is that future demand is dependent on past demand.
a.trial and error
b.time series
c.judgmental
d.cause and effect

Answer 2

time series

Question 3

___________ refers to the time from when the seller receives an order until an appropriate location is authorized to fill the order.
a.Order processing
b.Order cycle
c.Order management
d.Order transmittal

Answer 3

O rder processing

Question 4

___________ refers to finished goods that are produced prior to receiving a customer order.
a.Make-to-stock
b.Supply management
c.Make-to-order
d.Speculation

Question 5

The creation across the supply chain and its markets of a coordinated flow of demand is the definition of ___________.
a.order cycle
b.order management
c.demand management
d.supply chain management

Question 6

___________ refers to finished goods that are produced after receiving a customer order.
a.Make-to-stock
b.Supply management
c.Make-to-order
d.Postponement

Question 7

The order cycle is composed of each of the following except:
a.order retrieval.
b.order delivery.
c.order picking and assembly.
d.order transmittal.

Question 8

Surveys and analog techniques are examples of ___________ forecasting.
a.cause and effect
b.time series
c.exponential smoothing
d.judgmental

Question 9

___________ and electronic ordering are order transmittal techniques that have emerged over the last 30 years.
a.In-person
b.Mail
c.Fax
d.Telephone

Question 10

The order cycle is ___________.
a.the time that it takes for a check to clear
b.the time that it takes from when a customer places an order until the selling firm receives the order
c.also called the replenishment cycle
d.also called the vendor cycle

Question 11

Order transmittal is ___________.
a.the series of events that occurs from the time a customer places an order and the time the customer receives the order
b.the series of events that occurs between the time a customer places an order and the time the seller receives the order
c.the series of events that occurs between the time a customer perceives the need for a product and the time the seller receives the order
d.the series of events that occurs between the time a customer places an order and the time the order cycle begins

Question 12

Which of the following statements is false?
a.Some organizations have expanded the order management concept to include the length of time it takes for an organization to receive payment for an order.
b.The order cycle should be analyzed in terms of total cycle time and cycle time variability.
c.Order management has been profoundly impacted by advances in information systems.
d.Order management is synonymous with order cycle.

Question 13

In general,there are ___________ possible ways to transmit orders.
a.three
b.four
c.five
d.six

Question 14

___________ suggests that supply chain partners will be working from a collectively agreed-to single demand forecast number as opposed to each member working off its own demand forecast projection.
a.Supply chain orientation
b.Collaborative planning,forecasting,and replenishment (CPFR)concept
c.Order management
d.Supply chain analytics

Question 15

Which of the following is not a basic type of demand forecasting model?
a.exponential smoothing
b.cause and effect
c.judgmental
d.time series

Question 16

Which forecasting technique assumes that one or more factors are related to demand and that this relationship can be used to estimate future demand?
a.exponential smoothing
b.judgmental
c.cause and effect
d.time series

Question 17

The text suggests that ___________ often represents the best opportunity to improve the effectiveness and efficiency of an order cycle.
a.order transmittal
b.order picking and assembly
c.order delivery
d.order processing

Question 18

Which forecasting technique tends to be appropriate when there is little or no historical data?
a.exponential smoothing
b.judgmental
c.time series
d.cause and effect

Question 19

___________ refers to the management of various activities associated with the order cycle.
a.Logistics
b.Order processing
c.Demand management
d.Order management

Question 20

Order picking and assembly is ___________.
a.the final stage of the order cycle
b.the most important component of the order cycle
c.the order cycle component that follows order processing
d.the order cycle component that follows order transmittal

Question 21

The final phase of the order cycle is called order ___________.
a.picking and assembly
b.delivery
c.receiving
d.replenishment

Question 22

Which of the following is not a benefit of voice-based order picking?
a.fewer picking errors
b.improved productivity
c.minimal training time to learn the technology
d.fewer employee accidents

Question 23

A commonly used rule of thumb is that it costs approximately ___________ times as much to get a new customer as it does to keep an existing customer.
a.three
b.four
c.five
d.six

Question 24

What component of customer service focuses on the ease of doing business with a seller?
a.convenience
b.dependability
c.time
d.communication

Question 25

Demand management is important because efficient and effective supply chains have learned to match both supply and demand.

Question 26

Objectives should be SMART-that is,___________,measurable,achievable,realistic,and timely.
a.specific
b.strategic
c.static
d.striving

Question 27

The order cycle is an excellent example of the ___________ dimension of customer service.
a.time
b.convenience
c.dependability
d.communication

Question 28

___________ is the process of taking corrective action when measurements indicate that the goals and objectives of customer service are not being achieved.
a.Benchmarking
b.Leadership
c.Control
d.Managing

Question 29

What are multichannel marketing systems?
a.channels that have multiple intermediaries between the producer and the consumer
b.separate marketing channels that serve an individual customer
c.the same thing as horizontal marketing systems
d.channels that combine horizontal and vertical marketing systems

Question 30

In make-to-order situations,finished goods are produced after receiving a customer order.

Question 31

Which of the following is not a characteristic of contemporary voice-based order picking systems?
a.easily disrupted by other noises
b.better voice quality
c.more powerful
d.less costly

Question 32

The time span within which an order must arrive refers to ___________.
a.transit time reliability
b.order delivery
c.delivery window
d.transit time

Question 33

An unhappy customer will tell ___________ other people about her/his unhappiness.
a.seven
b.nine
c.twelve
d.fifteen

Question 34

The ability of logistics management to satisfy users in terms of time,dependability,communication,and convenience is the definition of ___________.
a.customer service
b.the order cycle
c.a perfect order
d.customer satisfaction

Question 35

Which of the following statements is false?
a.The service recovery paradox is where a customer holds the responsible company in higher regard after the service recovery than if a service failure had not occurred in the first place.
b.A set formula that companies should follow for service recovery exists.
c.One service recovery guideline involves fair treatment for customers.
d.Service recovery refers to a process for returning a customer to a state of satisfaction after a service or product has failed to live up to expectations.

Question 36

The percentage of orders that can be completely and immediately filled from existing stock is the ___________ rate.
a.optimal inventory
b.order cycle
c.perfect order
d.order fill

Question 37

Which statement about measuring customer service is true?
a.Firms should choose those aspects of customer service that are easiest to measure.
b.Order cycle time is the most commonly used customer service measure.
c.Firms should use as many customer service measures as they can.
d.It is possible for organizations to use only one customer service metric.

Question 38

Which of the following statements is false?
a.Goals tend to be broad,generalized statements regarding the overall results that the firm is trying to achieve.
a.Objectives are more specific than goals.
c.A central element to the establishment of customer service goals and objectives is determining the customer's viewpoint.
d.Objectives should be specific,measurable,achievable,and responsive.

Question 39

___________ refers to the allocation of revenues and costs to customer segments or individual customers to calculate the profitability of the segments or customers.
a.Customer profitability analysis
b.Net present value
c.Customer lifetime value
d.Activity-based costing (ABC)

Question 40

___________ refers to a process that continuously identifies,understands,and adapts outstanding processes inside and outside an organization.
a.Environmental scanning
b.Quality management
c.Benchmarking
d.Continuous improvement

Question 41

Dependability consists of consistent order cycles,safe delivery,and complete delivery.

Question 42

Order processing often represents the best opportunity to improve the effectiveness and efficiency of the order cycle.

Question 43

Pick-to-light technology is an order picking technique that has grown in popularity in recent years.

Question 44

The order triage function refers to correcting mistakes that may occur with order picking.

Question 45

It costs about five times as much to get a new customer as it does to keep an existing customer.

Question 46

Order information is checked for completeness and accuracy in the order processing component of the order cycle.

Question 47

Forecasting accuracy refers to the relationship between the actual and forecasted demand.

Question 48

There are four possible ways to transmit orders.

Question 49

Travel time accounts for a majority of an order picker's total pick time.

Question 50

Demand chain management is where supply chain partners share planning and forecasting data to better match up supply and demand.

Question 51

Order retrieval is the final phase of the order cycle.

Question 52

The order cycle is usually the time from when a customer places an order to when the firm receives the order.

Question 53

A commonsense approach is to fill an order from the facility location that is closest to the customer,with the idea that this should generate lower transportation costs as well as a shorter order cycle time.

Question 54

Consumers are demanding about the same levels of service today as in years past.

Question 55

Customer service can be defined as the ability of logistics management to satisfy users in terms of quality,dependability,communication,and convenience.

Question 56

In general terms,order management refers to management of the various activities associated with the order cycle.

Question 57

A key change in the order delivery component of the order cycle is that more and more shippers are emphasizing both the elapsed transit time and transit time variability.

Question 58

Judgmental forecasting is appropriate when there is little or no historical data.

Question 59

The increased use of vendor quality-control programs necessitates higher levels of customer service.

Question 60

Simple moving averages and weighted moving averages are examples of judgmental forecasting.

Question 61

Leadership is the process of taking corrective action when measurements indicate that the goals and objectives of customer service are not being achieved.

Question 62

The nature of the product can affect the level of customer service that should be offered.

Question 63

Today's customer likes to have multiple purchasing options at her/his disposal,and organizations have responded by developing hybrid marketing channels-that is,separate marketing channels to serve an individual customer.

Question 64

A product just being introduced needs a different level of service support than one that is in a mature or declining market stage.

Question 65

Continuous improvement refers to a process that continuously identifies,understands,and adapts outstanding processes found inside and outside an organization.

Question 66

The customer service metrics that are chosen should be relevant and important from the customer's perspective.

Question 67

Text messaging and the Internet have lessened the need for telephone interaction and face-to-face contact between seller and customer.

Question 68

Customer profitability analysis is grounded in traditional accounting cost allocation methods.

Question 69

Poor customer experiences cost U.S.business in excess of $75 billion per year.

Question 70

Companies today will not accept slower order cycles in exchange for higher order cycle consistency.

Question 71

Goals are the means by which objectives are achieved.

Question 72

It is possible for organizations to use only one customer service metric to measure customer service.

Question 73

In the service recovery paradox,a customer holds the responsible company in higher regard after the service than if a service failure had not occurred in the first place.

Question 74

Customer profitability analysis explicitly recognizes that all customers are not the same and that some customers are more valuable than others to an organization.

Question 75

Objectives should be specific,measurable,achievable,realistic,and timely.

Question 76

Benchmarking should only involve numerical comparisons of relevant metrics.

Question 77

Order fill rate is the percentage of orders that can be completely and immediately filled from existing stock.

Question 78

The convenience component of customer service focuses on the ease of doing business with a seller.