A firm supplies products and services to a wide variety of industries with varying requirements for responsiveness and reliability. Many customers across these industries are not satisfied with the firm's ability to meet the lead time and on time delivery requirements. Which of the following tools is most appropriate for the firm to use to improve customer service?
A. Customer service ratio metrics
B. Market segmentation
C. Customer relationship management (CRM)
D. Supply Chain Operations Reference (SCOR?
Which of the following actions typically would be considered part of a reverse logistics strategy?
A. Offering a discount on new purchases when used products are returned
B. Reducing the amount of packaging material used in shipping
C. Manufacturing products in batches consistent with full-truckload shipments
D. Batching returns of defective components to the suppliers
Reverse supply chain activity typically peaks nearest the beginning of which of the following stages of the product life cycle?
A. Introduction
B. Growth
C. Maturity
D. Decline
A large wholesaler formerly owned a number of delivery trucks. The wholesaler sold all of its trucks and now purchases transportation services from fleet operators. This is an example of which of the following strategies?
A. Selling and leasing back equipment.
B. Renting equipment on consignment.
C. Using a third-party logistics provider.
D. Using an owner-operator fleet.
A company manufactures special products for select customers. When demand for these products drops, the manufacturer can switch the production line to a commodity-type product that can be sold on the open market at reduced terms to generate cash. The company is executing a corporate strategy that is based on:
A. customer focus and alignment.
B. forecast accuracy.
C. multiple downstream channels.
D. multiple upstream supply chains.
A company that produces standardized products and sells them through retailers via a responsive transportation system has decided to expand its sales with an online store for customized products. Which of the following distribution strategies would be the most appropriate for the business-strategy change?
A. Local distribution centers serving retailers and online sales
B. Centralized cross-docking facilities serving retailers and online sales
C. A centralized distribution center serving retailers and direct shipment from the factory serving online sales
D. A centralized distribution center serving retailers with transshipment arrangements serving online sales
Which of the following organizational design choices is an example of vertical integration?
A. Contracting with a third-party logistics provider
B. Producing components used internally
C. Externally staffing a customer service center
D. Awarding a one-time trade show contract
A company considers outsourcing its information technology support to a low-cost region on another continent. The company currently has no business presence there. Which of the following actions is most effective in helping to select a service provider?
A. Contacting the country's consulate for leads
B. Contacting the country's local government for recommendations
C. Visiting several potential providers before making a selection
D. Finding a trusted local business agent to help in the search
Which of the following benefits of supplier relationship management typically results from collaboration with a few critical suppliers?
A. Automation of supplier sales activities
B. Elimination of formal contracts
C. Reduction in customer and supplier inventories
D. Standardization of communications
A media company offers a majority of its movies through a specific distributor. The media company is beginning to produce content for a new foreign market to which the distributor has exclusive access. To maximize savings and gain entry to this new market, the media company should:
A. create a contract for the new market.
B. enter into a partnership.
C. form a strategic alliance.
D. acquire the distributor.
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