The initial stage of the supply chain process is the _____________.
A. Sourcing Stage
B. Organizing Stage
C. Planning stage
D. Directing Stage
The term supply chain management was first coined by ______.
A. Frankel & Paulraj
B. Peter Drucker
C. Keith Oliver
D. Philip Kotler
In supply chain management, after planning, the next step involves
______________.
A. Developing
B. Building a strong relationship with suppliers
C. Sourcing
D. All of the above
In Supply Chain Management, ATP stands for _________.
A. Acquire Track & Perform
B. Available To Promise
C. Active Transport Protocol
D. Access To Point
The purpose of supply chain management is to_______.
A. increase the production level
B. manage and integrate supply and demand management
C. enhance the quality of a product and services
D. provide satisfaction to the customer
________is the primary activity of supply chain management.
A. Demand Management
B. Supply Planning i.e matching assets with demand
C. Analytics Workbench
D. All of the above
Another important purpose of supply chain management is to ___________.
A. make inventory readily available
B. delight customers and suppliers
C. create warehouses at various locations
D. to promote supply chain process
_______is mainly deals with all activities associated with the flow and
transformation and information of goods from the stage of raw material to the end
user i.e. consumption.
A. Production Line
B. Supply Chain
C. Inventory management
D. Marketing Channel
In supply chain management, Inspection, scrap and repair are examples of
________.
A. Societal Costs
B. External Costs
C. Costs of dissatisfaction
D. Internal Costs
____________ is a Japanese term meaning continuous improvement.
A. JIT
B. Kaizen
C. TQM
D. Taguchi Map
EOQ stands for ____
● Electronic Obtained quantity
● Electronic Ordered Quantity
● Economic Order Quality
● Economic Order Quantity
Organisations or companies manage their supply chains through _______.
● Transportation modes
● The internet
● Information
● Skilled Operators
The concept and philosophy of supply chain management evolved or emerged in
_______
● The 1960s
● The 1970s
● The 1980s
● The 1990s
Full form of MRP in operations and SCM is ___________
● Material Return Process
● Material Requirement Planning
● Machinery Repairing Planning
● Material Retention Planning
The concept of supply chain management originated in ________________
discipline.
● Production Management
● Logistics Management
● Marketing
● Operations Management
In operations & supply chain management, Kaizen is a Japanese term meaning
__________.
● Change for the better
● Continuous Performance
● Top-level quality
● Use of Kaizala app
According to Frankel, Bolumole, Eltantawy, Paulraj& Gundlach, (2008), these are
the four functions identified as foundational – operations, logistics, supply
management, __________.
● Marketing
● Production
● Materials
● Procurement
Positive long-term relationships between supply chain participants refer to
______
● Supply chain management
● Partnerships
● Cooperations
● Co-alliances
Supply chain management is the management of the ____________.
● Storage Raw Materials
● Flow of goods and services
● Fulfillment of order
● Satisfaction of customer
____ is not a part of flows involved in supply chain management.
● Information Flow
● Title Flow
● Physical Flow
● Virtual Flow
_________ involve the transformation, movement, and storage of goods and
materials.
● Virtual Flow
● Physical Flow
● Title Flow
● Information Flow
A supply chain is a sequence of firms that perform activities required to ______
● to facilitate wholesalers inventory selections
● to create synergy in their training programs
● to find products that are similar
● to create and deliver goods to consumers
Which of the following is true for supply chain management?
1. The physical material moves in the direction of the end of chain
2. Flow of cash backwards through the chain
3. Exchange of information moves in both the direction
4. All of the above
The sequence of a typical manufacturing supply chain is
1. Storage–Supplier–manufacturing–storage–distributor–retailer–customer
2. Supplier–Storage-manufacturing–storage–distributor–retailer–customer
3. Supplier–Storage-manufacturing– distributor–storage–retailer–customer
4. Supplier–Storage-manufacturing–storage– retailer–distributor–customer
The purpose of supply chain management is
1. provide customer satisfaction
2. improve quality of a product
3. integrating supply and demand management
4. increase production
Logistics is the part of a supply chain involved with the forward and reverse flow
of
1. goods
2. services
3. cash
4. all of the above
Due to small changes in customer demands, inventory oscillations become
progressively larger looking through the supply chain. This is known as
1. Bullwhip effect
2. Netchain analysis
3. Reverse logistics
4. Reverse supply chain
VMI stands for
1. Vendor material inventory
2. Vendor managed inventory
3. Variable material inventory
4. Valuable material inventory
The major decision areas in supply chain management are
1. location, production, distribution, inventory
2. planning, production, distribution, inventory
3. location, production, scheduling, inventory
4. location, production, distribution, marketing
Distribution requirement planning is a system for
1. Inventory management
2. Distribution planning
3. Both ‘a’ and ‘b’
4. None of the above
Reverse logistics is required because
1. Goods are defective
2. Goods are unsold
3. The customers simply change their minds
4. All of the above
3-PL stands for
1. Three points logistics
2. Third party logistics
3. Three points location
4. None of the above
The aspect of customer service concerned with ensuring information about
the customer’s order is
available is a _______ element.
Pre-transaction
Re-transaction
Post-transaction
Transaction
customers should receive a copy of an organisation’s written service statement
True
False
The concept of the perfect order is based on fulfilling the _______ of customers.
Five rights
Ten rights
Seven rights
Three rights
An approach used by many companies to integrate performance measures and the firms overall
strategy is the __________.
Balanced scorecard
Product lifecycle
DuPont model
The disconnect that often exists when firms develop customer service and customer satisfaction
strategy is not understanding how much inventory to carry.
True
False
Organizations capture thousands of pieces of information. Which items are essential to most
effectively and efficiently managing the company-customer interface?
SCOR’s
KPI’s
Defects
Metrics
Organizations can use profitability to prioritize customers and products into groups and represent
these groupings in a __________.
Customer/ product action matrix
Supply chain operations reference model
Product lifecycle matrix
Strategic profit model
(pareto’s law – 80/20 rule)
What is the most appropriate way to ensure that uniform information is collected to aid in decision
making for customer satisfaction programs and strategies
Benchmark successful competitors
Implement data standards
Hire consultants
Customer relationship management (CRM) is an approach to managing customer relationship and
serving customers using___________.
Key performance
Customer/ product action matrix
Information systems technology
ne if the 8 essentials of customer relationship management ( CRM) is point and click
customization,
or being able to _________.
Install and implement CRM in a short period of time
Integrate CRM systems to optimize customer satisfaction
Modify CRM systems easily and rapidly
Make CRM metrics available on a real time basis
A shipment which is on time, in the right quantity, in the right condition and with the right
documentation of the definition of a(n) __________.
Quality order
Perfect delivery
Standard delivery
Perfect order
One framework which allows firms to include both financial and nonfinancial issues in
considering
overall firm performance is the_________.
SCOR model
Balanced Scorecard
Strategic profit model
In customer satisfaction programs and strategies, data standards are key because they
ensure that
________ is collected.
Uniform information
Unbiased information
Strategic information
The approach to managing customer relationships and serving customers using information
technology is _________.
KPI
CRM
S&OP
CPFR
One of the 8 essentials of customer relationship management (CRM) is rapid time to value,
or being
able to _________.
Install and implement CRM in a short period of time
Modify CRM systems easily and rapidly
Make CRM metrics available on a real-time basis
Integrate CRM systems to optimize customer satisfaction
Delivering assistance to a customer before during and after the customer’s requirements are
met is
_______.
Customer Satisfaction
Customer Service
Because customer service involves all members of the supply chain, it is considered to be
________.
Multidimensional
Multichannel
Tiered
Warranty programs are a ________ elements of customer service.
Transaction
Pre-transaction
Non-transaction
Post- transaction
Certainty in knowing that products will be produced and delivered on time allow supply
chains to
provide ______ service levels to customers.
Expedited
Variable
Discounted
Consistent
According to Gartner’s top 17 key performance indicators, ________ is one
of the top three.
Supplier quality
Days sales outstanding
Perfect order fulfilment
Days payable outstanding
According to the DuPont strategic profit model, management controls three
factors that influence
return on net worth: ________, asset turnover, and financial leverage
Net profit
Revenue
Employee turnover
Return on investment
What is the most appropriate way to ensure that uniform information is
collected to aid decision
making for customer satisfaction programs and strategies?
Hire consultants
Benchmark successful competitors
Implement data standards
Demand forecast accuracy is considered a ‘deal breaker’ KPI by Gartner Inc.
True
False
A firm is likely to lose customers due to _________.
Repeated stockouts
High inventory levels
A delayed shipment
A service gap in services marketing refers to the level of service or satisfaction achieved
compared to
the level of service or satisfaction _________.
Reported by an industry association
Stated in the warranty
Required by customer
According to Gartner’s top 17 key performance indicators, ________ is one of the top
three.
Supplier quality
Perfect order fulfillment
Days payable outstanding
Days sales outstanding
Which component of the SCOR model which emphasizes selecting suppliers capable of
providing
consistently high levels of customer service?
Make
Source
Return
Deliver
Plan
The three elements of customer satisfaction, integrated effort and long term profitability
are
components of _________.
The marketing concept
The supply chain concept
Strategic planning
Executive management
Financial leverage is an organization’s total assets divided by its ___________.
Net profit
Net worth
Net income
Which element of the marketing concept is concerned with coordinating activities or processes
within and across the supply chain?
Performance measures
Long term profitability
Customer satisfaction
Integrated effort
Net worth, a component of financial leverage, is a measure of how an organisation employs _______.
External financing
Internal financing
Providing employees with a written customer service statement is a an element of customer service
which should occur.
After the transaction
Before the transaction
