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___________ suggests that supply chain partners will be working from a collectively agreed-to single demand forecast number as opposed to each member working off its own demand forecast projection.


A) Supply chain orientation
B) Collaborative planning,forecasting,and replenishment (CPFR) concept
C) Order management
D) Supply chain analytics

E) C) and D)
F) B) and C)

Correct Answer

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The order triage function refers to correcting mistakes that may occur with order picking.

A) True
B) False

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False

The creation across the supply chain and its markets of a coordinated flow of demand is the definition of ___________.


A) order cycle
B) order management
C) demand management
D) supply chain management

E) A) and B)
F) B) and D)

Correct Answer

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In make-to-order situations,finished goods are produced after receiving a customer order.

A) True
B) False

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A commonly used rule of thumb is that it costs approximately ___________ times as much to get a new customer as it does to keep an existing customer.


A) three
B) four
C) five
D) six

E) B) and C)
F) None of the above

Correct Answer

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Which of the following is not a benefit of voice-based order picking?


A) fewer picking errors
B) improved productivity
C) minimal training time to learn the technology
D) fewer employee accidents

E) A) and C)
F) All of the above

Correct Answer

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In general,there are ___________ possible ways to transmit orders.


A) three
B) four
C) five
D) six

E) A) and D)
F) All of the above

Correct Answer

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Dependability consists of consistent order cycles,safe delivery,and complete delivery.

A) True
B) False

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Benchmarking should only involve numerical comparisons of relevant metrics.

A) True
B) False

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Leadership is the process of taking corrective action when measurements indicate that the goals and objectives of customer service are not being achieved.

A) True
B) False

Correct Answer

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Which of the following statements is false?


A) Goals tend to be broad,generalized statements regarding the overall results that the firm is trying to achieve.
B) Objectives are more specific than goals.
C) A central element to the establishment of customer service goals and objectives is determining the customer's viewpoint.
D) Objectives should be specific,measurable,achievable,and responsive.

E) None of the above
F) A) and B)

Correct Answer

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Surveys and analog techniques are examples of ___________ forecasting.


A) cause and effect
B) time series
C) exponential smoothing
D) judgmental

E) B) and D)
F) A) and B)

Correct Answer

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In general terms,order management refers to management of the various activities associated with the order cycle.

A) True
B) False

Correct Answer

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Classifying orders according to pre-established guidelines so that a company can prioritize how orders are to be filled refers to ___________.


A) order fill rate
B) order management
C) order processing
D) order triage

E) C) and D)
F) A) and B)

Correct Answer

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D

The order cycle is ___________.


A) the time that it takes for a check to clear
B) the time that it takes from when a customer places an order until the selling firm receives the order
C) also called the replenishment cycle
D) also called the vendor cycle

E) B) and C)
F) A) and C)

Correct Answer

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___________ refers to finished goods that are produced prior to receiving a customer order.


A) Make-to-stock
B) Supply management
C) Make-to-order
D) Speculation

E) All of the above
F) B) and C)

Correct Answer

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___________ refers to the time from when the seller receives an order until an appropriate location is authorized to fill the order.


A) Order processing
B) Order cycle
C) Order management
D) Order transmittal

E) B) and D)
F) B) and C)

Correct Answer

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Customer service can be defined as the ability of logistics management to satisfy users in terms of quality,dependability,communication,and convenience.

A) True
B) False

Correct Answer

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Which forecasting technique assumes that one or more factors are related to demand and that this relationship can be used to estimate future demand?


A) exponential smoothing
B) judgmental
C) cause and effect
D) time series

E) B) and C)
F) A) and D)

Correct Answer

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C

It costs about five times as much to get a new customer as it does to keep an existing customer.

A) True
B) False

Correct Answer

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