Deck 8: Order Management and Customer Service

Question 1

Reserve Inventory and Determine Delivery Date has traditionally been referred to as order processing.

Answer 1

False

Question 2

"Order to cash" and "replenishment cycle" are the same.

Answer 2

False

Question 3

Deliver Stocked Product in the Supply Chain Council SCOR Model is the same as the OTC model.

Answer 3

True

Question 4

With the proper information on how a customer's interaction drives firm's costs,the firm can then segment its customers by profitability.

Question 5

There are four types of communications that exist between a buyer and a seller.

Question 6

There are five logistics performance metrics from the buyer's point of view.

Question 7

A driving force behind the attention to OTC cycle variability is safety stock.The absolute length of the order cycle will influence demand inventory.

Question 8

From a marketing perspective,logistics customer service can be thought of as a feature of the augmented product that adds value for the customer product.

Question 9

Firms today are beginning to use techniques such as activity-based costing to more accurately allocate costs to customers.It's based on the specific costs of servicing a customer's orders relative to how,how much,what,and when a customer orders.

Question 10

Dependability is not as important to a buyer as is absolute length of lead time.

Question 11

Customer service is of equal importance to both logistics and marketing.

Question 12

A stockout always results in a back order.

Question 13

Activity-based costing works well in warehouse-type environments but does not work for customer-service applications.

Question 14

Customer service is anything that touches the customer.

Question 15

There are ten principal activities to the OTC model.

Question 16

The buyer and seller look at order time from the same perspective.

Question 17

Customer relationship management is a new concept only recently receiving attention.

Question 18

The identification of the product/service package for each customer segment is one of the easier activities in the CRM process.

Question 19

Most organizations employ all six definitions of customer service in their order management process.

Question 20

"Order to cash" and "order cycle" are the same.

Question 21

Traditional customer profitability analyses would start with ____ less returns and allowances (net sales)and subtracts the cost of goods sold.

A) gross sales
B) back orders
C) the forecast
D) gross margin

Question 22

There are four basic steps in the implementation of the CRM process in a business-to-business environment.

Question 23

Customer service can be defined as

A) a philosophy.
B) order fulfillment.
C) the SCOR model.
D) anything that touches the customer.

Question 24

There are 13 elements to the Process D1: Deliver Stocked Product in the Supply Chain Council's SCOR Model.Name any four,and discuss them in detail.

Question 25

Those customers who are in the "Danger Zone" segment are

A) likely to switch to a competitor.
B) have been a customer for less than a year.
C) the least profitable.
D) are using ABC to drive down the price.

Question 26

While interest has traditionally focused more on the overall length of the OTC cycle,recent attention has been centered on

A) customer segmentation.
B) the use of the ABC process.
C) the use of the SCOR process.
D) variability or consistency within this process.

Question 27

Define and discuss Activity Based Costing,including its impact on profitability.

Question 28

The traditional role of customer service at the interface between marketing and logistics.This relationship manifests itself through the ____ dimension of the marketing mix.

A) price
B) place
C) product
D) promotion

Question 29

For the best service,all products should be available at all levels regardless of cost.

Question 30

Customer relationship management is the art and science of

A) demand management.
B) positioning customers to improve the profitability of the organization.
C) management discipline.
D) customer profitability.

Question 31

Define and discuss the Marketing/Logistics interface.

Question 32

Applying Internet technology to the order management process has allowed organizations to not only take time out of the process but also to

A) increase the velocity of cash back to the selling organization.
B) attract new customers.
C) develop "Clicks" and "Bricks" firms.
D) manage inventory more effectively.

Question 33

Which is not part of dependability?

A) cycle time
B) correct orders and cycle time
C) convenience
D) cycle time,correct order,and convenience

Question 34

Order management system represents the principal means by which

A) price and lead time add value.
B) buyers and sellers communicate relating to individual orders of product.
C) orders are handled inside the company.
D) customers are segmented.

Question 35

Discuss how the Internet has affected how the OTC cycle.

Question 36

The SCOR model provides suggested metrics

A) across multiple dimensions for each of the five Level One processes.
B) to segment customers.
C) for proving a base for ABC costing.
D) that allow marketing to evaluate channel selection

Question 37

The term replenishment cycle refers to

A) orders for raw material.
B) material management.
C) the acquisition of additional inventory.
D) inventory and material management.

Question 38

What are the steps in the CRM process?

A) segment customer base,then measure service and improve
B) segment customer base,then identify service/package
C) measure service,then improve
D) segment customer base,then identify service/package,then measure service and improve

Question 39

Define and discuss the Order Management System.

Question 40

Activity Based Costing

A) is useful for distributions centers but not customers.
B) can be applied to customer segmentation.
C) is too sophisticated for many applications.
D) is a very new management science.

Question 41

When a seller is unable to satisfy demand with available inventory,one of four possible events might occur.Name all four,and pick two to discuss in detail.

Question 42

There are ____ different perspectives on customer service.Fill in the blank as to how many there are and pick one to discuss in detail.

Question 43

Customer service can be viewed as having four distinct dimensions.Name all four,pick two and discuss.