Question 1

If shorter lead times are also typically the most reliable,then which market orientation is likely to provide more reliable order fulfillment?

Accepted Answer

A)  Engineer to order
B)  Assemble to order
C)  Make to order
D)  Make to stock D

Question 2

An example of a major shift in customer expectations driven by the actions of a leading competitor is:

Accepted Answer

A)  Amazon effect.
B)  Google gambit.
C)  Omni-channel.
D)  Customer relationship management. A

Question 3

With respect to lead-time performance,most customers would prefer which of the following from a supplier?

Accepted Answer

A)  A consistent three-day lead time.
B)  A lead time that averages three days with a range of one to four days.
C)  A lead time that averages two days with a range of one to four days.
D)  All of these are equally preferable. A

Question 4

Using a service like Uber to deliver orders is broadly known as:

Accepted Answer

A)  Uberizing
B)  Amazon Prime
C)  Third-party distribution
D)  Crowdsourcing

Question 5

A firm has found that it provides a 90 percent order fill rate (orders shipped complete),90 percent on-time delivery,90 percent of its orders arrive at customers' destinations in perfect condition,and 90 percent of the time all documentation is correct.These are all of the elements of a perfect order for this company's customers.If the firm improves its performance in on-time delivery to 98 percent,what is its new perfect order performance?

Accepted Answer

A)  88 percent
B)  98 percent
C)  0 percent
D)  80 percent
E)  71.4 percent

Question 6

A service strategy that allows customers many different options for ordering and fulfillment of purchases is known as:

Accepted Answer

A)  Customer success.
B)  Omni-channel.
C)  Flexible purchasing.
D)  Customer convenience.

Question 7

Order-to-delivery lead time generally would be longest for which type of product?

Accepted Answer

A)  One that is engineered to order
B)  One that is assembled to order
C)  One that is made to stock
D)  One that is made to order

Question 8

Jones Company makes every effort to consistently meet the expectations of all of its customers.It is clear that Jones Company is focused on:

Accepted Answer

A)  Customer service.
B)  Customer satisfaction.
C)  Customer happiness.
D)  Customer success.

Question 9

Refer to the following information.What is the unit fill rate?

Accepted Answer

A)  95 percent
B)  98 percent
C)  92 percent
D)  99 percent

Question 10

Zanda Company has told a supplier that it is difficult to contact people in the supplier's company to learn the status of its orders and when they might arrive.Zanda is explaining which type of expectation it has of this supplier?

Accepted Answer

A)  Reliability
B)  Courtesy
C)  Credibility
D)  Access

Question 11

Jones Company promised a customer that the customer would receive at least 98 percent of all items ordered.In fact,the customer received 95 percent 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)  Communications gap

Question 12

Suppose your job is to reduce the number of times production is halted because of a shortage of raw materials.Which of the following items would be of most help to you?

Accepted Answer

A)  Better demand forecasts
B)  Resource utilization rate
C)  Line fill rate
D)  Advance shipment notices

Question 13

Senior management thought customers expected a rate of at least 96 percent for on-time delivery.However,senior management established a standard of 94 percent.The difference is the:

Accepted Answer

A)  Satisfaction gap.
B)  Performance gap.
C)  Standards gap.
D)  Knowledge gap.

Question 14

Refer to the following information.What is the order fill rate?

Accepted Answer

A)  98 percent
B)  92 percent
C)  91 percent
D)  95 percent

Question 15

Alpha Company has a performance standard of 97 percent fill rate.Last month it achieved a 94 percent 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.

Question 16

Customer relationship management attempts to:

Accepted Answer

A)  Ensure the development of customer success for customers.
B)  Ensure the development of strategically appropriate relationships with customers.
C)  Meet the expectations of customers.
D)  Use technology to replace human interaction with customers.

Question 17

If a company has some customers who express that they are satisfied with the company's performance,the company can count on the fact that:

Accepted Answer

A)  Those customers are happy.
B)  Those customers will continue to buy and be loyal.
C)  The company meets requirements of those customers.
D)  None of these selections.

Question 18

Johnson Company has the following data about customer orders for the month of June: Orders Received: 5,000 orders
Total Units Ordered: 40,000 units
Total Units Delivered: 37,800
Total Orders Delivered Complete: 4,600
What was Johnson's unit fill rate?

Accepted Answer

A)  92 percent
B)  94.5 percent
C)  12.5 percent
D)  91 percent

Question 19

A company surveyed both its customers and its senior management about customer expectations.Senior management's perceptions of customer expectations did not match customers' actual expectations.This is an example of:

Accepted Answer