SCMN 2150 Exam 1 latest 2024 Graded A+ With
Solutions
Organizations cannot ignore or forget the importance of customer service t or f -
ANSWER: true
The responsibilities of supply chain managers end when product is delivered to or
taken home by the customer? t or f - ANSWER: false
what are some of the responsibilities of the firm after product delivery - ANSWER:
customer service, depot repair, service logistics, recycling
examples of companies that provide great customer service - ANSWER: chik-fil-a,
starbucks, amazon
examples of companies that provide poor customer service - ANSWER: charter,
sprint, walmart
The purpose of a call center is to annoy customers with telemarketing calls and
confusing menu systems t or f - ANSWER: false
what is the mission of call types - ANSWER: caring for customers needs
what are the type of calls handled at call centers - ANSWER: orders, complaints,
questions,
Which type of supply chain is more complex - a new product supply chain or a
service parts supply chain? - ANSWER: service parts supply chain
What are the challenges of Service Parts Logistics? - ANSWER: Traditional forecasting
concepts and supply chain strategies do not apply to service parts
Need for rapid repairs, especially in high $$$ equipment scenarios.
reverse logistics - ANSWER: Backwards flow of goods from customers in SC. Occurs
when goods are returned by a customer and reenter supply chain.
impact of reverse logistics - ANSWER: Poor reverse logistics system can affect the
entire supply chain financially
Can have a large impact on how consumers view a product brand
what should companies try to do with returned goods - ANSWER: gatekeeping, resell
as is, refurbish, recycle, dump in landfill
how can companies improve reverse logistics - ANSWER: make life easier for
customers, improve flow and control, recoup as much value as possible
, How much product do consumers return to retailers each year? - ANSWER: 460
billion
What is the most appropriate way to handle returns a computer - ANSWER:
refurbish it
What is the most appropriate way to handle returns of carrots - ANSWER: give it
away or repurpose it
What is the most appropriate way to handle returns of a damaged phone - ANSWER:
cannibalize parts
What is the most appropriate way to handle returns of a louis vuitton bag - ANSWER:
resell it
Why do we need to better manage returns? - ANSWER: so you can maximize
recovery after a return
Global Operations - ANSWER: The design and management of a supply chains that
control the flows of materials, money, and information into, through and out of the
firm across national borders to achieve corporate objectives at a minimum total cost
cross border flows - ANSWER: buy move move move arrival
what are some global manufacturing methods - ANSWER: licensing, contract
manufacturing, joint ventures, direct foreign investment
risk of global manufacturing - ANSWER: freight loss, exchange rate, congestion,
transport cost
what do small mistakes mean in terms of quality and consistency - ANSWER: loss to
profits and the planet
contract manufacturing - ANSWER: Production of goods by one firm, under the label
or brand of another firm. Contract manufacturers provide such service to multiple
firms based on their own or the customers' designs, formulas, and/or specifications.
insource - ANSWER: a business activity of function is performed within the firm
outsource - ANSWER: the transfer of a business activity or function to an external
contractor (or vendor) who takes control of the activity's inputs, and then performs
that function off the company's balance sheet, and sells the activity's function back
to the company
onshore - ANSWER: a company either outsources or insources at home
off shore - ANSWER: a company either outsources or insources in a foreign
Solutions
Organizations cannot ignore or forget the importance of customer service t or f -
ANSWER: true
The responsibilities of supply chain managers end when product is delivered to or
taken home by the customer? t or f - ANSWER: false
what are some of the responsibilities of the firm after product delivery - ANSWER:
customer service, depot repair, service logistics, recycling
examples of companies that provide great customer service - ANSWER: chik-fil-a,
starbucks, amazon
examples of companies that provide poor customer service - ANSWER: charter,
sprint, walmart
The purpose of a call center is to annoy customers with telemarketing calls and
confusing menu systems t or f - ANSWER: false
what is the mission of call types - ANSWER: caring for customers needs
what are the type of calls handled at call centers - ANSWER: orders, complaints,
questions,
Which type of supply chain is more complex - a new product supply chain or a
service parts supply chain? - ANSWER: service parts supply chain
What are the challenges of Service Parts Logistics? - ANSWER: Traditional forecasting
concepts and supply chain strategies do not apply to service parts
Need for rapid repairs, especially in high $$$ equipment scenarios.
reverse logistics - ANSWER: Backwards flow of goods from customers in SC. Occurs
when goods are returned by a customer and reenter supply chain.
impact of reverse logistics - ANSWER: Poor reverse logistics system can affect the
entire supply chain financially
Can have a large impact on how consumers view a product brand
what should companies try to do with returned goods - ANSWER: gatekeeping, resell
as is, refurbish, recycle, dump in landfill
how can companies improve reverse logistics - ANSWER: make life easier for
customers, improve flow and control, recoup as much value as possible
, How much product do consumers return to retailers each year? - ANSWER: 460
billion
What is the most appropriate way to handle returns a computer - ANSWER:
refurbish it
What is the most appropriate way to handle returns of carrots - ANSWER: give it
away or repurpose it
What is the most appropriate way to handle returns of a damaged phone - ANSWER:
cannibalize parts
What is the most appropriate way to handle returns of a louis vuitton bag - ANSWER:
resell it
Why do we need to better manage returns? - ANSWER: so you can maximize
recovery after a return
Global Operations - ANSWER: The design and management of a supply chains that
control the flows of materials, money, and information into, through and out of the
firm across national borders to achieve corporate objectives at a minimum total cost
cross border flows - ANSWER: buy move move move arrival
what are some global manufacturing methods - ANSWER: licensing, contract
manufacturing, joint ventures, direct foreign investment
risk of global manufacturing - ANSWER: freight loss, exchange rate, congestion,
transport cost
what do small mistakes mean in terms of quality and consistency - ANSWER: loss to
profits and the planet
contract manufacturing - ANSWER: Production of goods by one firm, under the label
or brand of another firm. Contract manufacturers provide such service to multiple
firms based on their own or the customers' designs, formulas, and/or specifications.
insource - ANSWER: a business activity of function is performed within the firm
outsource - ANSWER: the transfer of a business activity or function to an external
contractor (or vendor) who takes control of the activity's inputs, and then performs
that function off the company's balance sheet, and sells the activity's function back
to the company
onshore - ANSWER: a company either outsources or insources at home
off shore - ANSWER: a company either outsources or insources in a foreign
