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Contemporary Logistics, 11th Edition, 2015, Paul R. Murphy - Quiz 07

MBA Logistics and SCM

LOGISTICS, GLOBAL LOGISTICS, SUPPLY CHAIN MANAGEMENT 2016

Test Bank, Discussion, Case study guides and Online Resources (2016)

Logistis, Global Logistics, International Logistics, Supply Chain Management

 

 

 

CHAPTER 7: DEMAND MANAGEMENT, ORDER MANAGEMENT

AND CUSTOMER SERVICE

 

Multiple Choice Questions (correct answers are bolded)

 

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

 

  1. order cycle
  2. order management
  3. demand management
  4. supply chain management

 

  1. Which of the following is not a basic type of demand forecasting model?

 

  1. exponential smoothing
  2. cause and effect
  3. judgmental
  4. time series
  5. all of the above are basic types of forecasting models

 

  1. Surveys and analog techniques are examples of ____ forecasting.

 

  1. cause and effect
  2. time series
  3. exponential smoothing
  4. judgmental

 

  1. An underlying assumption of ____ forecasting is that future demand is dependent on past demand.

 

    1. trial and error
    2. time series

 

  1. judgmental
  2. cause and effect

 

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

 

  1. exponential smoothing
  2. judgmental
  3. cause and effect
  4. time series

 

  1. Which forecasting technique tends to be appropriate when there is little or no historical data?

 

  1. exponential smoothing
  2. judgmental
  3. time series
  4. cause and effect

 

  1. Which of the following is true?

 

  1. computer software for demand forecasting dates back over 40 years
  2. one challenge to collaborative planning, forecasting, and replenishment is getting supply chain partners to share data
  3. the Excel software package generates forecasts that have very little error
  4. SAP is the most widely used software package for demand forecasting
  5. all of the above are true

 

  1. ____ refers to the management of various activities associated with the order cycle.

 

  1. logistics
  2. order processing
  3. demand management
  4. order management

 

  1. The order cycle is ____.

 

  1. the time that it takes for a check to clear
  2. the time that it takes from when a customer places an order until the selling firm receives the order
  3. also called the replenishment cycle
  4. also called the vendor cycle

 

  1. The order cycle is composed of each of the following except:

 

  1. order retrieval
  2. order delivery
  3. order picking and assembly
  4. order transmittal

 

  1. Which of the following is false?

 

  1. some organizations have expanded the order management concept to include the length of time it takes an organization to receive payment for an order
  2. the order cycle should be analyzed in terms of total cycle time and cycle time variability
  3. order management has been profoundly impacted by advances in information systems
  4. the various activities associated with an order cycle are not uniformly agreed upon
  5. all of the above are true

 

  1. Order transmittal is ____.

 

  1. the same thing as an order cycle
  2. the series of events that occur between the time a customer places an order and the time the seller receives the order
  3. the series of events that occur between the time a customer perceives the need for something and the time the seller receives the order
  4. the series of events between the time a customer places an order and the time the order cycle begins

 

  1. In general, there are ____ possible ways to transmit orders.

 

  1. three
  2. four
  3. five
  4. six

 

  1. Which of the following is not a possible method of order transmittal?

 

  1. in-person
  2. mail
  3. fax
  4. electronic
  5. all of the above are methods of order transmittal

 

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

 

  1. order processing
  2. order cycle
  3. order management
  4. order transmittal

 

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

 

  1. ABC analysis
  2. order management
  3. order processing
  4. order triage

 

  1. Order picking and assembly is:

 

  1. the final stage of the order cycle
  2. the most important component of the order cycle
  3. the order cycle component that follows order processing
  4. the order cycle component that follows order transmittal

 

  1. The text suggests that ____ often represents the best opportunity to improve the effectiveness and efficiency of an order cycle.

 

  1. order transmittal
  2. order picking and assembly
  3. order delivery
  4. order processing

 

  1. Which of the following is not a characteristic of contemporary voice-based order picking systems?

 

  1. easily disrupted by other noises
  2. better voice quality than earlier systems
  3. more powerful than earlier systems
  4. less costly than earlier systems
  5. all of the above are characteristics of voice-based order picking systems

 

  1. Which of the following is not a characteristic of advances in order pick technology?

 

  1. fewer picking errors
  2. higher pick rates
  3. reduced employee turnover
  4. fewer employee accidents
  5. all of the above are characteristics

 

  1. The final phase of the order cycle is called order ____.

 

  1. picking and assembly
  2. delivery
  3. receiving
  4. replenishment

 

  1. The time span within which an order must arrive refers to ____.

 

  1. transit time reliability
  2. order delivery
  3. delivery window
  4. transit time

 

  1. 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.

 

  1. three
  2. four
  3. five
  4. six

 

  1. An unhappy customer will tell ____ other people about her/his unhappiness.

 

  1. seven
  2. nine
  3. twelve
  4. fifteen

 

  1. The ability of logistics management to satisfy users in terms of time, dependability, communication, and convenience is the definition of ____.

 

  1. customer service
  2. the order cycle
  3. a perfect order
  4. customer satisfaction

 

  1. Which of the following is not a dimension of customer service?

 

  1. time
  2. convenience
  3. dependability
  4. communication
  5. all of the above are dimensions

 

  1. The percentage of orders that can be completely and immediately filled from existing stock is the ____ rate.

 

  1. optimal inventory
  2. order cycle
  3. perfect order
  4. order fill

 

  1. What component of customer service focuses on the ease of doing business with a seller?

 

  1. convenience
  2. dependability
  3. time
  4. communication

 

  1. What are multichannel marketing systems?

 

  1. channels that have multiple intermediaries between the producer and the consumer
  2. separate marketing channels that serve an individual customer
  3. channels that do business in multiple countries
  4. channels that combine horizontal and vertical marketing systems

 

  1. Which of the following statements is false?

 

  1. goals tend to be broad, generalized statements regarding the overall results that the firm is trying to achieve
  2. objectives are more specific than goals
  3. a central element to the establishment of customer service goals and objectives is determining the customer’s viewpoint
  4. goals should be specific, measurable, achievable, and cost effective
  5. all of the above statements are true

 

  1. ____ refers to a process that continuously identifies, understands, and adapts outstanding processes inside and outside an organization.

 

  1. environmental scanning
  2. quality management
  3. benchmarking
  4. continuous improvement

 

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

 

  1. benchmarking
  2. leadership
  3. control
  4. managing

 

  1. Which statement about measuring customer service is true?

 

  1. firms should choose those aspects of customer service that are easiest to measure
  2. firms should choose those aspects of customer service that they think are most important
  3. firms should use as many customer service measures as they can
  4. it is possible for organizations to use only one customer service metric
  5. all of the above are false

 

  1. ____ refers to the allocation of revenues and costs to customer segments or individual customers to calculate the profitability of the segments or customers.

 

  1. customer profitability analysis
  2. net present value
  3. customer lifetime value
  4. activity-based costing

 

  1. Which of the following statements is false?

 

  1. good or excellent service recovery can actually result in increased customer loyalty
  2. approximately 40% of customers who experience a problem with purchases of less than $5 will not do business with that company again
  3. one service recovery guideline involves fair treatment for customers
  4. service recovery refers to a process for returning a customer to a state of satisfaction after a service or product has failed to live up to expectations
  5. all of the above are true

 

True-False Questions

 

  1. Demand management is important because efficient and effective supply chains have learned to match both supply and demand. (True)

 

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

 

  1. Simple moving averages and weighted moving averages are examples of judgmental forecasting. (False)

 

  1. Judgmental forecasting is appropriate when there is little or no historical data. (True)

 

  1. Forecasting accuracy refers to the relationship between the actual and forecasted demand. (True)

 

  1. To date, most implementations of collaborative planning, forecasting, and replenishment (CPFR) have resulted in increased sales revenues and increased safety stock. (False)

 

  1. In general terms, order management refers to how a firm handles incoming orders. (True)

 

  1. The order cycle is usually the time from when a customer places an order to when the firm receives the order. (False)

 

  1. There are four possible ways to transmit orders. (False)

 

  1. Order information is checked for completeness and accuracy in the order processing component of the order cycle. (True)

 

  1. The order triage function refers to correcting mistakes that may occur with order picking. (False)

 

  1. A commonsense approach is to fill an order from the facility location that is closest to the customer, with the idea that this should generate lower transportation costs as well as a shorter order cycle time. (True)

 

  1. Order processing often represents the best opportunity to improve the effectiveness and efficiency of the order cycle. (False)

 

  1. Travel time accounts for a majority of an order picker’s total pick time. (True)

 

  1. Pick-to-light technology is an order picking technique that has grown in popularity in recent years. (True)

 

  1. Order retrieval is the final phase of the order cycle. (False)

 

  1. A key change in the order delivery component of the order cycle is that more and more shippers are emphasizing both the elapsed transit time and transit time variability. (True)

 

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

 

  1. Unhappy customers tell six people about their unhappiness. (False)

 

  1. Consumers are demanding about the same levels of service today as in years past. (False)

 

  1. The increased use of vendor quality-control programs necessitates higher levels of customer service. (True)

 

  1. Dependability consists of consistent order cycles, safe delivery, and consistent delivery. (True)

 

  1. Companies today will not accept slower order cycles in exchange for higher order cycle consistency. (False)

 

  1. Order fill rate is the percentage of orders that can be completely and immediately filled from existing stock. (True)

 

  1. Text messaging and the Internet have lessened the need for telephone interaction and face-to-face contact between seller and customer. (False)

 

  1. The convenience component of customer service focuses on the ease of doing business with a seller. (True)

 

  1. Today’s customer likes to have multiple purchasing options at her/his disposal, and organizations have responded by developing hybrid marketing channels, that is, separate marketing channels to serve an individual customer. (False)

 

  1. Goals are the means by which objectives are achieved. (False)

 

  1. Objectives should be specific, measurable, achievable, and cost effective. (True)

 

  1. Continuous improvement refers to a process that continuously identifies, understands, and adapts outstanding processes found inside and outside an organization. (False)

 

  1. Benchmarking should only involve numerical comparisons of relevant metrics. (False)

 

  1. The nature of the product can affect the level of customer service that should be offered. (True)

 

  1. A product just being introduced needs a different level of service support than one that is in a mature or declining market stage. (True)

 

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

 

  1. The customer service metrics that are chosen should be relevant and important from the customer’s perspective. (True)

 

  1. It is possible for organizations to use only one customer service metric to measure customer service. (True)

 

  1. Customer profitability analysis explicitly recognizes that all customers are not the same, and some customers are more valuable than others to an organization. (True)

 

  1. Customer profitability analysis is grounded in traditional accounting cost allocation methods. (False)

 

  1. About 25% of customers who experience a problem with purchases of less that $5 will not do business with that company again. (False)

 

  1. Satisfactory service recovery tends to increase a customer’s willingness to recommend the offending organization; unsatisfactory service recovery magnifies the initial failure. (True)


 

 

 

 

 

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Free Online LOGISTICS, GLOBAL LOGISTICS AND INTERNATIONAL LOGISTICS MANAGEMENT

Learning marterial and resources for courses in:

1. See full list of videos: Link

2. Free Logistics, Global Logistics, International Logistics - 2016 Ebooks (free download)

GLOBAL LOGISTICS MANAGEMENT, A Competitive Advantage for the 21st Century, 2nd Edition, 2006, Kent N. Gourdin - Link download free 

INTERNATIONAL LOGISTICS AND SUPPLY MANAGEMENT, Allan Carrol, 2016 - Link download free

Logistics & Supply Chain Management, 4th Edition, 2011, Martin Christopher, Prentice Hall - Link download free

Logistics Management, 2012, David B. Grant, Prentice Hall - Link download free

The Supply Chain Management Casebook, Comprehensive Coverage and Best Practices in SCM, 2013, Chuck Munson Link download free

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Logistics & Supply Chain Management, 5th Edition, 2016, Martin Christopher, Prentice Hall
Contemporary Logistics, 11th Edition, 2015, Paul R. Murphy, A. Michael Knemeyer
Production and Logistics in Meeting, Expositions, Events and Conventions, 2015, George G. Fenich
Supply Chain and Logistics Management Made Easy: Methods and Applications for Planning, Operations, Integration, Control and Improvement, and Network Design, 2015, Paul A. Myerson

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The world merchant fleet in 2014 Statistics from Equasis - Link download free
Review of MaRitime Transport, 2015 - Link download free

3. Website and All articles about Logistics, Global Logistics, International Logistics and Supply Chain Management

http://top20mba.com 

4. Case Study Guides

5. Link to power point slides (Free Download)

Contemporary Logistics, 11th Edition, 2015, Paul R. Murphy, A. Michael Knemeyer

Murphy - Link download free

Production and Logistics in Meeting, Expositions, Events and Conventions, 2015, George G. Fenich

Fenich  - Link download free

6. Test Bank - Free download

Murphy 2015 - link

Fenich - link 

Murphy 2016 - link 

 

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2018

Contemporary Logistics, 12th Edition, Paul R. Murphy, 2018
Part I: An Overview of Logistics
1. An Overview of Logistics
2. Logistics and Information Technology
3. Strategic and Financial Logistics
4. Organizational and Managerial Issues in Logistics
Part II: Supply Chain Management
5. The Supply Chain Management Concept
6. Procurement
Part III: Elements of Logistics Systems
7. Demand Management, Ordered Management, and Customer Service
8. Inventory Management
9. Facility Location
10. Warehousing Management
11. Packaging and Materials Handling
12. Transportation
13. Transportation Management
14. International Logistics

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