Question 1

Mattel,the world's biggest toymaker,ordered 18 million toys made in China to be recalled because of hazards such as the use of lead paint.Mattel's _____ process allowed it to handle the product recall efficiently.

Accepted Answer

The returns management process enables firms to manage the returned merchandise while minimizing returns related costs.

Question 2

By working closely with its suppliers and listening to its customers,Target has improved the service encounter to a level that was not thought possible in mass retailing.This is an example of which of the eight critical processes performed by supply managers?

Accepted Answer

Of the eight critical business processes on which supply chain managers must focus,the customer service management process presents a multi-company,unified response system to the customer whenever complaints,concerns,questions,or comments are voiced.

Question 3

Of the eight critical business processes on which supply chain managers must focus,which process allows companies to prioritize their marketing focus on different customer groups according to each group's long-term value to the company or the supply chain?

Accepted Answer

Customer relationship management is designed to identify and build relationships with good customers.

Question 4

The order fulfillment process involves all of the following activities EXCEPT:

Accepted Answer

Activities in the order fulfillment process include working with salespeople to generate and enter orders,order processing and document handling,order filling and delivery,and updating account status following shipment.

Question 5

The activities that enable the demand management process to work include:

Accepted Answer

All of the listed activities are necessary for the demand management process to work properly.

Question 6

The process of ABC segmentation is a critical process if _____ integration is to be successful.

Accepted Answer

ABC segmentation is the supply-chain process whereby customer are placed into groups A,B,and C according to their overall long-term value to the firm and to the extent to which the firm can service their desires.

Question 7

_____ are composed of bundles of interconnected activities that stretch across firms in the supply chain.

Accepted Answer

This is the definition of business processes.

Question 8

Which business process ensures that firms in the supply chain have the resources they need?

Accepted Answer

The manufacturing flow management process is concerned with ensuring that firms in the supply chain have the needed resources to manufacture with flexibility and to move products through a multi-stage production process.

Question 9

All of the following are activities related to the manufacturing flow process EXCEPT:

Accepted Answer

This is an activity related to the order fulfillment process.

Question 10

New product idea generation and screening is related to which of the following processes?

Accepted Answer

The product development and commercialization process includes the group of activities that facilitates the joint development and marketing of new offerings among a group of supply chain partners.

Question 11

The amount of time between order placement,receipt of the customer's payment,and order shipment is known as the:

Accepted Answer

When the order fulfillment process is managed diligently,the amount of time between order placement and receipt of the customer's payment after order shipment,known as the order-to-cash cycle),is minimized as much as possible.

Question 12

There are eight critical business processes on which supply chain managers must focus.Which of the following is one of those processes?

Accepted Answer

Returns management is one of the eight critical business processes that supply chain managers must focus on. It involves managing returned products, analyzing the reasons for returns, and implementing measures to reduce returns and improve customer satisfaction. The other processes are strategic planning, customer relationship management, demand management, order fulfillment, supplier relationship management, product development, and commercialization. None of the other options listed are critical business processes for supply chain management.

Question 13

The _____ process seeks to align supply and demand throughout the supply chain by anticipating customer requirements at each level and creating demand-related plans of action prior to actual customer purchasing behavior.

Accepted Answer

The demand management process is the alignment of supply and demand throughout the supply chain.

Question 14

A firm that specialize in the order fulfillment process is called a(n):

Accepted Answer

Because many firms do not view order fulfillment as a core competency,they often outsource this function to a third party logistics firm (3PL)that specializes in the order fulfillment process.

Question 15

ProLog is a firm that specializes in warehousing and fulfilling orders for firms as diverse as those supplying parts for manufacturers of complicated missile defense systems to those manufacturing pet care products.Firms contract ProLog to manage part of all of their order fulfillment process.ProLog is an example of a:

Accepted Answer

Third party logistics firms (3PLs)are contracted to manage part of all of another firm's order fulfillment process.

Question 16

After examining performance data,the Queen City Awning Company has determined that each employee should be able to manufacture ten canvas awnings each day.This is an example of an internal:

Accepted Answer

A benchmark is a standard set by measuring the best,quickest,and most efficient work practices.

Question 17

_____ integration is a competency that enables firms to offer long-lasting,distinctive,value-added offerings to those customers who represent the greatest value to the firm or supply chain.

Accepted Answer

The best way to deliver value under profitability constraints is through customer integration.

Question 18

Of the eight critical business processes on which supply chain managers must focus,the _____ process presents a multi-company,unified response system to the customer whenever complaints,concerns,questions,or comments are voiced.

Accepted Answer

The customer service management process is designed to ensure that customer relationships remain strong.

Question 19

Specialty Blades designs precision cutting devices for varied applications.On one recent project they worked closely with a medical device company,developing a combination scalpel and stapler that slices tissue very neatly close to the staples,which resulted in less traumatic procedures,and quicker patient recoveries.This is an example of which of the eight critical processes performed by supply chain managers?

Accepted Answer