WorksheetsCHAPT 9 CUSTOMER SERVICE AND LOGISTIC PERFORMANCE
Total questions: 60
Worksheet time: 36mins
Refers to the unique attributes, resources and capabilities that a company possesses that sets it apart from its competitors and allows it to achieve superior performance and profitability.
Cost leadership
Focus
Differentiation
Competitive advantage
Why is logistics important to economic growth?
It improves customer service
It focuses on technological advancements
It helps in marketing strategies
It enables businesses to take advantage of comparative cost advantages
What is the impact of logistics on the variety of goods available to consumers?
Consumers can buy products from far places and long after they are made
Consumers have limited choices in products
Consumers can only buy products directly from manufacturers
Consumers can buy products only from local markets
How does logistics operations contribute to price reductions?
By forming time and place utility
By improving the transportation infrastructure
By decreasing the availability of products
By increasing the production costs
How does transportation influence land values?
It has no impact on land values
It decreases the value of land
It increases the accessibility of the property
It reduces the land use
What is the primary goal of logistics?
To reduce the quality of goods
To increase costs for the client
To fulfil the requirements of the client
To delay the delivery of goods
What are the three primary categories into which logistics can be broken down?
Supply chain logistics, Financial logistics, Event logistics
Business logistics, Financial logistics, Event logistics
Military logistics, Event logistics, Supply chain logistics
Business logistics, Military logistics, Event logistics
What is the role of logistics in an organization?
To increase operational costs
To create value for the customer
To decrease customer satisfaction
To complicate the supply chain
What is one of the objectives of logistics in an organization related to customer service?
To ignore customer service
To increase customer complaints
To standardize and control customer service performance
To complicate customer service
What does logistics aim to achieve in terms of inventory?
To increase inventory levels
To ignore inventory management
To have excess inventory
To keep inventory to a minimum
What is the purpose of striving for the minimum total cost of operations and procurement in logistics?
To increase overall costs
To have maximum disruption in operations
To have minimal disruption to planned operations and eliminate inessential costs
To have excessive costs in procurement
What does event logistics refer to?
The management of financial resources for an event
The marketing strategy for an event
The management of human resources for an event
The logistical system for an event including venues, staff, and materials
What effect does the strategy chosen by an organization have on logistics?
No effect on the overall structure of the value chain
Increases operational inefficiencies
Reduces customer satisfaction
Provides a competitive edge in the market over time
What is the definition of logistics?
Selling products to customers
Producing goods in a factory
Managing the flow and storage of materials from origin to consumption
Moving goods from one place to another
What are the five rights in logistics?
Right quality, right quantity, right customer, right time, right place
Right material, right place, right time, right quantity, right customer
Right quantity, right price, right customer, right time, right place
Right material, right cost, right customer, right time, right place
What are the three main functions of a warehouse?
Movement, Storage, Information transfer
Transportation, Inventory, Customer service
Receiving, Shipping, Packaging
Order picking, Cross docking, Inventory management
What is the main purpose of inventory management?
To minimize the total cost of logistics activities
All of the above
To predict the impact of corporate policies
To increase corporate profitability
What are the functions of packaging?
Protection, Apportionment, Unitization, Communication
Containment, Protection, Unitization, Convenience
Containment, Unitization, Communication, Convenience
Containment, Protection, Apportionment, Communication
Demand management is the process that involves process that balance the supply and demand, increasing flexibility, and reducing the variability.
TRUE
FALSE
Sharing the available technology and logistic challenges with the other supply chain members will cause of unmet customers’ requirement.
TRUE
FALSE
Availability is the capacity to have inventory in anticipation of customer orders.
TRUE
FALSE
Cash-to-cash cycle time represents the average length of time required to convert resources into cash flows, starting from the moment you pay for inventory to the time you collect money for the sale of that inventory.
TRUE
FALSE
Two beliefs facilitate for efficiency of supply chain relationship is cooperative behaviour and eliminate the risk.
TRUE
FALSE
Maintaining and improving the growth of the customer-supplier relationship is known as ____.
Relationship Development
Customer Development
Supplier Development
Customer Satisfaction
All of the following are the fundamental attributes of basic customer service, EXCEPT:
Availability
Service Reliability
Supplier Performance
Operational Performance
All of these following are supply chain management performance measures that facilitates in managing more effective, efficient, and prosperous organization EXCEPT:
Cash-to-cash cycle time
Perfect order rate
Product life cycle
Fill rate
The objective of performance measure is to achieve a ____.
Perfect distribution
Perfect order
Benchmark
Goal
The relations involves a degree of information sharing, primarily operation information, but there is limited joint planning among the firms involved, and there are generally specific period for rebidding or terminating the relationships.
The basic relationships among supply chain participants according to above sentences refers as ____.
Administrated
Partnership
Enterprise
Outsource
The steps that need to be taken for distribution channel design decisions are:
Analyze user/customer service needs
Evaluate channel results
Setting objectives and identifying channel barriers
Identify key channel alternatives
Channel services are :
Ongoing sales service
Limited production
Waiting time
Purchase Size
Channel objectives need to be expressed in terms of ______ ________ _____.
(a)
Factors that affect channel planning:
Technology channels
Competitor channels
Environmental channels
Phycological channels
Alternatives that can be chosen regarding the type of intermediaries are:
Industrial distributors
Main holder of the industry
Direct sales agency
Producer agency
The criteria that need to be taken into account to evaluate alternatives are:
Economic Criteria
Adjustment Criteria
Social Criteria
Control Criteria
A process for providing significant value-added benefits to the supply chain in a cost-effective way is known as ____________ __________ in logistics.
customer relationship
customer service
customer centric
customer care
Customer service is simply an activity or performance measures in the company and it is not part of overall corporate philosophy.
True
False
The following are activities related to customer service EXCEPT:
The ease of checking stock
Placing and order
Post sale support of the item
Negotiating price with suppliers
If the level of customer service is high, the company will be able to accomplish these things EXCEPT:
retain existing customers
attract more customers
retain existing suppliers
The customer service level that an organization provides has a direct impact on the following EXCEPT:
market share
total logistics costs
overall profitability
management structure
Customer service is similar to customer satisfaction.
True
False
Response time from sales representative is part of the key measurements in ____________ levels
performance
progress
productivity
service
___________ __________ is the most common customer service complaints.
Damaged goods
Frequently cut
Late delivery
Product quality
When customer service in B2B fails, this is the most common penalty the company will experience:
Discontinued items
Refused to support promotion
Reduced the volume of business
Stopped all purchases with supplier
Called in salesman or manager
Customer service failures in B2C will result in the following EXCEPT:
Do not purchase item
Buy item at another store
Substitute different brand
Delay purchase
Discontinue doing business
_______________ justice refers to the perceived fairness of the policies, procedures and criteria used by decision makers in arriving at the outcome of a dispute or negotiation.
Procedural
Interactional
Distributive
Recovery
Customer service standards rarely reflect the customer's point of view.
True
False
Customer service standards provide management with cues for __________________ action
corrective
preventive
premeditative
predetermined
Which of the following is NOT a driver of effective supply chain planning?
Supply Chain Visibility
Resource Utilization
Ignoring Customer Demand
Simultaneous Resources Consideration
Which key process in supply chain planning involves collaboration to ensure timely delivery of services?
Reverse Logistics
Life Cycle Support
Manufacturing Customization
Customer Relationship Collaboration
Which type of planning involves creating a time-sequenced plan to manufacture products?
Demand Planning
Reverse Logistics
Logistic Planning
Production Planning
Supply chain visibility primarily helps in managing inventory in transit
TRUE
FALSE
Which of the following is NOT a component of demand management forecast?
Pricing Changes
Vehicle Availability
Promotional Plans
Historical Forecast
Reverse logistics involves managing the flow of finished goods to the customer.
TRUE
FALSE
The term 'spatial convenience' is best described as:
The inventory management strategy
The ease of access to the product for the customer
The storage of products in multiple locations
The delivery speed of products to customers
Customer expectations in logistics typically include factors such as :
Service reliability, responsiveness, and access
Marketing campaigns and customer loyalty
Supplier reputation and reliability
Product variety and availability
Which option is NOT a common method to source supply chain planning applications?
Custom develop for the organization
Purchase from competitors
Module within an ERP system
Package solution contained in a larger supply chain management system
Building long-term relationships with supply chain participants is the main goal of relationship marketing.
TRUE
FALSE
Production planning should not consider the limitations of manufacturing resources.
TRUE
FALSE
Production planning can safely disregard constraints like facility equipment without affecting the final plan.
TRUE
FALSE
Production planning can safely disregard constraints like facility equipment without affecting the final plan.
TRUE
FALSE
