Question 1

When service failure is severe,the recovery efforts to mend the relationship with the customer should be:
A)delayed
B)immediate
C)reckless
D)subdued

Accepted Answer

When service failure is severe, it is important to take immediate action to address the issue and restore the customer's trust. Delaying the recovery efforts may worsen the situation, while reckless or subdued measures may not be effective in resolving the problem. Therefore, immediate recovery efforts are the best choice in such cases.

Question 2

The ______ dimension of customer service is the ability of the supply chain to reduce the cycle time involved in fulfilling a customer order from the point an order was received.
A)time
B)reliability
C)communication
D)convenience

Accepted Answer

The time dimension of customer service refers to the speed or cycle time involved in fulfilling a customer order, from the time the order is received to the time it is delivered. This dimension is critical for customers who require fast delivery or have time-sensitive needs.

Question 3

Which of the following factors leads to problems in implementing CPFR?
A)supply chain partners unable to determine common goals
B)collaboration among supply chain partners in sharing sensitive information
C)supply chain partners left to determine common goals
D)collaboration among supply chain partners in demand planning and forecasting

Accepted Answer

Supply chain partners unable to determine common goals is a major factor that leads to problems in implementing CPFR.

Question 4

Which of the following statements is FALSE about customer-focused supply chain management?
A)Every supply chain member is linked to the customer.
B)Quality customer service requires collaborative relationships throughout the supply chain.
C)An individual company cannot manage and provide quality customer service without the help of its supply chain.
D)An individual company can manage and provide quality customer service without the help of its supply chain.

Accepted Answer

The statement "An individual company can manage and provide quality customer service without the help of its supply chain" is false. Supply chain members play a crucial role in providing quality customer service, as they are linked to the customer and can collaborate to enhance the customer experience. A company cannot manage the entire supply chain and provide quality customer service on its own, as it needs the support and cooperation of other supply chain members.

Question 5

Which of the following is FALSE about services demand management?
A)Services cannot be inventoried to satisfy demand at a later date.
B)Demand fluctuations can be short term or long term.
C)Demand in services is generally not fluctuating.
D)Capacity constraints in services can take the form of a shortage of skilled workers.

Accepted Answer

Demand in services can be fluctuating, both in the short and long term, depending on factors such as seasonality, economic conditions, and trends. Therefore, option C is false.

Question 6

Which of the following strategies allows the manufacturing or the distribution of the final product to be delayed until the customer order is received?
A)demand planning
B)postponement
C)order production
D)order fulfillment

Accepted Answer

Postponement allows for the manufacturing or distribution of the final product to be delayed until a customer order is received. This strategy can help to reduce inventory costs and improve responsiveness to customer demand. Demand planning, order production, and order fulfillment do not necessarily involve delaying manufacturing or distribution until a customer order is received.

Question 7

Which of the following is NOT a component of reliable customer services?
A)delivery safety
B)order delivery completeness
C)order cycle time consistency
D)stock out

Accepted Answer

Stock out is not a component of reliable customer services. The other options, delivery safety, order delivery completeness, and order cycle time consistency, all contribute to providing reliable and satisfactory customer services.

Question 8

Demand planning has a ______ time horizon,while managing consumer demand focuses on the ______.
A)long-term,short term
B)short-term,long term
C)short-term,short term
D)long-term,long term

Accepted Answer

Demand planning involves forecasting demand over a longer time horizon (often 12-18 months or more) in order to support production and inventory planning. Managing consumer demand, on the other hand, focuses more on short-term actions to stimulate or meet immediate demand from customers.

Question 9

Which of the following is NOT an input to a forecast process?
A)historical demand data
B)information from marketing department
C)expected revenue
D)recent demand information

Accepted Answer

Expected revenue is not an input to a forecast process. Inputs to a forecast process typically include historical demand data, information from the marketing department, recent demand information, and other relevant data points, such as economic indicators or competitor actions. The goal of a forecast process is to generate accurate, data-driven predictions of future demand or market behavior, which can then be used to inform business decisions and optimize operations.

Question 10

In which of the following situations is it easier to restore customer satisfaction through prompt service recovery efforts?
A)with a customer who has a long-term relationship with the organization and has been satisfied with its past performance
B)with a customer who is focused more on the transaction and has no prior relationship with the organization
C)with a customer who has a long-term relationship with the organization and has not been satisfied with its past performance
D)with a customer who is reluctant to trust the organization's performance

Accepted Answer

Customers with a long-term relationship and past satisfaction are more likely to be forgiving and receptive to service recovery efforts, as their positive experiences can outweigh a singular negative incident.

Question 11

From a supply chain perspective,______ can be defined as the ability to satisfy customers in terms of time,reliability,convenience,and communication.
A)order completion
B)order fulfillment
C)customer satisfaction
D)customer service

Accepted Answer

Customer service in a supply chain context refers to the ability to meet customer expectations regarding time, reliability, convenience, and communication.

Question 12

Successful implementation of CPFR does NOT have an impact on which of the following costs?
A)inventory costs
B)merchandising costs
C)transportation costs
D)fixed costs

Accepted Answer

Successful implementation of CPFR may impact inventory, merchandising, and transportation costs, but it does not impact fixed costs, as these costs are not affected by operational changes or strategies.

Question 13

Hospitals,movie theatres,and restaurants are examples of business in ______
A)manufacturing
B)human resources
C)services
D)marketing

Accepted Answer

Hospitals, movie theatres, and restaurants are all examples of businesses that provide services, such as healthcare, entertainment, and food service. They do not involve manufacturing or human resources as their primary function, although those may be important supporting functions. Marketing is also important for these businesses, but it is not the main category that they fall under.

Question 14

The difference between manufacturing and service industry is that ______
A)demand cannot be short term in service industry
B)demand cannot be seasonal in manufacturing
C)services cannot be inventoried to satisfy demand
D)demand cannot be long term in service industry

Accepted Answer

Unlike manufacturing, services cannot be produced in advance and stocked up to meet future demand. Instead, in the service industry, there is a need for real-time production to meet current demand, as services are intangible and cannot be inventoried. Therefore, option C is the correct choice. The other options (A, B, and D) are not accurate differentiators between manufacturing and service industries.

Question 15

In which phase of CPFR do the buyers and sellers develop a joint business plan that identifies significant events such as marketing promotions or inventory policy changes that could affect supply and demand?
A)analysis
B)strategy and planning
C)execution
D)demand and supply management

Accepted Answer

The answer of In which phase of CPFR do the...

Question 16

Capacity constraints in the service industry can take the form of ______
A)shortage of customer orders
B)shortage of skilled workers
C)excess capacity
D)idle resources

Accepted Answer

Capacity constraints in the service industry often arise from a shortage of skilled workers. This means that although there is demand for services, there are not enough qualified employees to meet this demand. This can result in longer wait times, lower service quality, and lower customer satisfaction.

Question 17

Local suppliers have ______ lead times while global suppliers in a multitiered supply chain have ______ lead times.
A)longer,longer
B)longer,shorter
C)shorter,longer
D)shorter,shorter

Accepted Answer

Local suppliers typically have shorter lead times due to their proximity, while global suppliers, especially in a multitiered supply chain, tend to have longer lead times due to the complexity and distance involved.

Question 18

Which of the following is NOT an ideal measure a restaurant can use to assess service quality?
A)customer waiting time
B)number of customer complaints received
C)service promptness
D)number of calls handled

Accepted Answer

Number of calls handled is not an ideal measure to assess service quality in a restaurant as it is not directly related to the customer's experience at the restaurant. The other options (customer waiting time, number of customer complaints received, and service promptness) are all important factors that can indicate the quality of service provided to customers.

Question 19

Which of the following risks do service providers face when they do not accurately predict and manage demand?
A)leveled demand
B)insufficient capacity in the form of busy resources
C)financial risk
D)good customer service

Accepted Answer

Insufficient capacity in the form of busy resources is a risk that service providers face when they do not accurately predict and manage demand. This can lead to delays, lost customers, and damage to the provider's reputation.

Question 20

Insufficient capacity will result in ______.
A)additional costs of idle resources
B)poor service quality
C)customer satisfaction
D)higher response rate

Accepted Answer

Insufficient capacity means there is not enough resources to meet demand, which will result in poor service quality.

Quiz 15: Demand Management and Customer Service

When service failure is severe,the recovery efforts to mend the relationship with the customer should be:

The ______ dimension of customer service is the ability of the supply chain to reduce the cycle time involved in fulfilling a customer order from the point an order was received.

Which of the following factors leads to problems in implementing CPFR?

Which of the following statements is FALSE about customer-focused supply chain management?

Which of the following is FALSE about services demand management?

Which of the following strategies allows the manufacturing or the distribution of the final product to be delayed until the customer order is received?

Which of the following is NOT a component of reliable customer services?

Demand planning has a time horizon,while managing consumer demand focuses on the .

Which of the following is NOT an input to a forecast process?

In which of the following situations is it easier to restore customer satisfaction through prompt service recovery efforts?

From a supply chain perspective,______ can be defined as the ability to satisfy customers in terms of time,reliability,convenience,and communication.

Successful implementation of CPFR does NOT have an impact on which of the following costs?

Hospitals,movie theatres,and restaurants are examples of business in ______

The difference between manufacturing and service industry is that ______

In which phase of CPFR do the buyers and sellers develop a joint business plan that identifies significant events such as marketing promotions or inventory policy changes that could affect supply and demand?

Capacity constraints in the service industry can take the form of ______

Local suppliers have lead times while global suppliers in a multitiered supply chain have lead times.

Which of the following is NOT an ideal measure a restaurant can use to assess service quality?

Which of the following risks do service providers face when they do not accurately predict and manage demand?

Insufficient capacity will result in ______.