Question 1

All customers should receive the same level of service irrespective of customer profitability or amount of sales.

Accepted Answer

A) True 
 B)False

Question 2

"Scheduling production activities, issuing the product, producing and testing, package, and releasing the product to be delivered" would occur in the __________ component of the SCOR  Model.

Accepted Answer

A)  Deliver 
B)  Make 
C)  Research 
D)  Return 
E)  Source

Question 3

Only one of the four balanced scorecard components deals with financial issues.

Accepted Answer

A) True 
 B)False

Question 4

While large companies collect literally thousands of pieces of information, some items, referred to as key performance indicators (KPIs), are essential in managing the company-customer interface.

Accepted Answer

A) True 
 B)False

Question 5

When products are out-of-stock in a retail store, the financial costs to the retailer and manufacturer of those products is the same.

Accepted Answer

A) True 
 B)False

Question 6

The "internal business process"component in the balanced scorecard approach includes measures concerned with employees, systems, and procedures.

Accepted Answer

A) True 
 B)False

Question 7

Organizations can outsource various supply chain activities, thus shifting assets to various suppliers and vendors, resulting in reduced assets but increased expenses.

Accepted Answer

A) True 
 B)False

Question 8

Once a transaction has been completed with a buyer, the seller's job is done.

Accepted Answer

A) True 
 B)False

Question 9

The perfect order percentage attained by the majority of firms is consistently 90% and higher.

Accepted Answer

A) True 
 B)False

Question 10

"Customer service"and "customer satisfaction"can be used interchangeably because they mean the same thing.

Accepted Answer

A) True 
 B)False

Question 11

In the Collaborative Planning, Forecasting and Replenishment (CPFR) process, which of the following would be part of the "planning" component?

Accepted Answer

A)  Focus on key execution items. 
B)  Develop governance mechanisms with formal communication points. 
C)  Time-based decision making. 
D)  All of the above options would be part of the planning component of CPFR. 
E)  All of these options focus on key execution items and time-based decision making would be part of the planning component of CPFR.

Question 12

Return on net worth (RONW) is the return on shareholders' investment plus retained earnings. As a mathematical calculation, it is net profit divided by net worth.

Accepted Answer

A) True 
 B)False

Question 13

While customers and products can be prioritized in many ways in a "Customer-Product Action Matrix," the most common approach is to use __________ as the primary measure.

Accepted Answer

A)  Projected future growth rate in a customer's purchases. 
B)  Inventory turnover. 
C)  Profitability of customers and/or the products purchased by customers. 
D)  Sales revenues or sales growth rates. 
E)  Stage of the product in the product life cycle.

Question 14

Which of the following financial items is not directly impacted or controlled by supply chain executives in what they do on a daily basis?

Accepted Answer

A)  Asset turnover. 
B)  Current assets. 
C)  Financial leverage. 
D)  Inventory costs. 
E)  Return on assets.

Question 15

Simply stated "transshipments"refer to moving products between locations from where they are to where they should be.

Accepted Answer

A) True 
 B)False

Question 16

Which of the following is not one of the dimensions or components of the SCOR Model?

Accepted Answer

A)  Deliver 
B)  Make 
C)  Research 
D)  Return 
E)  Source

Question 17

AMR Research developed a list of 17 of the most important key performance indicators (KPIs), but specifically identified three of them as being universally important in all types of supply chains. Which of the following are the three most important KPIs identified by AMR Research?

Accepted Answer

A)  Demand forecast accuracy; days payables outstanding; and total inventory. 
B)  Demand forecast accuracy; perfect order fulfillment; and supply chain management cost. 
C)  Raw material inventory; finished goods inventory; and total inventory. 
D)  Supply chain cash-to-cash cycle; total inventory; and supplier quality. 
E)  Supply chain management cost; total inventory; and supply chain cash-to-cash cycle.

Question 18

Customer satisfaction is viewed by supply chain executives as:

Accepted Answer

A)  An activity or process that must be managed. 
B)  A corporate philosophy that treats customer satisfaction as an integral part of a firm's total supply chain policies. 
C)  Performance measures. 
D)  An activity or process that must be managed and performance measures. 
E)  An activity or process that must be managed, a corporate philosophy that treats customer satisfaction as an integral part of a firm's total supply chain policies, and performance measures.

Question 19

The marketing concept is comprised of three components, including:

Accepted Answer

A)  Cost minimization 
B)  Customer satisfaction 
C)  Integrated effort 
D)  Long-term profitability 
E)  Customer satisfaction, integrated effort, and long-term profitability

Question 20

The concept of the "perfect order"is related to the concept of the "five rights of customers".

Accepted Answer

A) True 
 B)False

Exam 2: Customer Service and Satisfaction

All customers should receive the same level of service irrespective of customer profitability or amount of sales.

"Scheduling production activities, issuing the product, producing and testing, package, and releasing the product to be delivered" would occur in the __________ component of the SCOR Model.

Only one of the four balanced scorecard components deals with financial issues.

While large companies collect literally thousands of pieces of information, some items, referred to as key performance indicators (KPIs), are essential in managing the company-customer interface.

When products are out-of-stock in a retail store, the financial costs to the retailer and manufacturer of those products is the same.

The "internal business process"component in the balanced scorecard approach includes measures concerned with employees, systems, and procedures.

Organizations can outsource various supply chain activities, thus shifting assets to various suppliers and vendors, resulting in reduced assets but increased expenses.

Once a transaction has been completed with a buyer, the seller's job is done.

The perfect order percentage attained by the majority of firms is consistently 90% and higher.

"Customer service"and "customer satisfaction"can be used interchangeably because they mean the same thing.

In the Collaborative Planning, Forecasting and Replenishment (CPFR) process, which of the following would be part of the "planning" component?

Return on net worth (RONW) is the return on shareholders' investment plus retained earnings. As a mathematical calculation, it is net profit divided by net worth.

While customers and products can be prioritized in many ways in a "Customer-Product Action Matrix," the most common approach is to use __________ as the primary measure.

Which of the following financial items is not directly impacted or controlled by supply chain executives in what they do on a daily basis?

Simply stated "transshipments"refer to moving products between locations from where they are to where they should be.

Which of the following is not one of the dimensions or components of the SCOR Model?

AMR Research developed a list of 17 of the most important key performance indicators (KPIs) , but specifically identified three of them as being universally important in all types of supply chains. Which of the following are the three most important KPIs identified by AMR Research?

Customer satisfaction is viewed by supply chain executives as:

The marketing concept is comprised of three components, including:

The concept of the "perfect order"is related to the concept of the "five rights of customers".