Deck 4: Demand Management, Order Management, and Customer Service

Question 1

Demand planning refers to the process of forecasting consumer demand for a company's products or service well into the future.

Answer 1

True

Question 2

Demand management refers to the process of forecasting consumer demand for a company's products or services into the future.

Answer 2

False

Question 3

Demand planning is the oversight of current consumer demand to ensure that an organization does not experience recessionary activity, such as a loss in profit.

Answer 3

False

Question 4

__________ is the usual first step in the demand planning and management process for most goods and services within the organization.

A) Inventory planning
B) Production planning
C) Forecasting
D) Capacity planning

Question 5

Make-to-order goods are produced after receiving a customer order.

Question 6

Which demand forecasting area of impact reduces the Bullwhip Effect across the supply chain?

A) Improved supply relations and purchasing terms
B) Optimization of inventory levels
C) Better product lifecycle management
D) Increase in customer service levels

Question 7

Which of the following are not criteria for evaluating a demand forecasting technique?

A) Cost
B) Accuracy
C) Data availability
D) Experience of the forecaster

Question 8

Which forecasting technique requires a strong understanding of survey design and population sampling?

A) Time series
B) Cause and effect
C) Qualitative or judgmental
D) None of the above

Question 9

Weighted moving averages are calculated by summing across different time periods, then dividing by the number of those periods.

Question 10

Multiple linear regression is a technique is a technique that uses several explanatory variables (dependent) to predict the outcome of a response variable (independent).

Question 11

Which demand forecasting challenges deals with having a production facility fully industry 4.0 enabled but its warehouse is still relaying on a spreadsheet and manual data entry to navigate where orders are shelved.

A) Incomplete or siloed data
B) Legacy system
C) Lack of a unified supply chain logistics system solution
D) None of the above

Question 12

Which demand forecasting challenge requires the logistician's personal touch generally in a one-on-one meeting with the stakeholder to obtain need data?

A) Interdepartmental in-fighting and lack of stakeholder buy-in
B) Incomplete or siloed data
C) Legacy systems
D) No dedicated forecasting system

Question 13

________________ are a set of activities that occur between the time an organization is in receipt of an order for a customer and the time a warehouse is notified to ship the product to fulfill the order.

A) Order processing
B) Order cycle
C) Order Management
D) Order delivery

Question 14

The order management process is made up of four primary stages: order placement, order processing, _________________, order delivery.

A) Order locating
B) Order transport
C) Order billing
D) Order preparation

Question 15

Which of the ways to transit orders has a pro; fast, convenient and accurate and con; security and privacy?

A) In-person
B) Mail
C) Telephone
D) Electronically

Question 16

Which order management process associated with the picking, packing and delivery of the packed item to a shipping carrier.

A) Order fulfillment
B) Order processing
C) Order placement
D) Order preparation

Question 17

Order delivery refers to the time from when s transportation carrier picks up the shipment until it is received by the customer.

Question 18

The means by which organizations strive to differentiate their products and/or service, increase sales and sustain customer loyalty is:

A) Customer quality
B) Customer support
C) Customer care
D) Customer service

Question 19

Which customer profitability analysis segment group classification has a segment group ranking of "most attractive segment group"?

A) High revenues/low cost
B) High revenues/high cost
C) Low revenues/low cost
D) Low revenues/high cost

Question 20

Which of the following is not a recommended service recovery step?

A) Confront the customer and request proof of a service failure.
B) Go over the compliant with the customer.
C) Fix the problem; then follow-up.
D) Apologize and ask for forgiveness.

Question 21

Historical demand for composite fiber is as displayed in the table.
$\begin{array}{|l|l|}\hline \text { Month }\quad\quad\quad\quad\quad & \text { Demand }\quad\quad\quad\quad \\\hline \text { January } & 11 \\\hline \text { February } & 18 \\\hline \text { March } & 31 \\\hline \text { April } & 39 \\\hline \text { May } & 44 \\\hline \text { June } & 53 \\\hline \text { July } & 67 \\\hline \text { August } & 82 \\\hline \text { September } & 96 \\\hline \end{array}$
Use a simple moving average of three periods to forecast the demand for July.

A) 67
B) 58
C) 48.5
D) 45.3

Question 22

Use exponential smoothing to forecast the demand for March. What is the forecast if α = 0.7?

A) 17.58
B) 18.26
C) 18.74
D) 19.32