scmn 2150 final Exam Questions with Answers
Organizations cannot ignore or forget the importance of customer service t or f - -true
-The responsibilities of supply chain managers end when product is delivered to or taken
home by the customer? t or f - -false
-what are some of the responsibilities of the firm after product delivery - -customer
service, depot repair, service logistics, recycling
-examples of companies that provide great customer service - -chik-fil-a, starbucks,
amazon
-examples of companies that provide poor customer service - -charter, sprint, walmart
-The purpose of a call center is to annoy customers with telemarketing calls and confusing
menu systems t or f - -false
-what is the mission of call types - -caring for customers needs
-what are the type of calls handled at call centers - -orders, complaints, questions,
-Which type of supply chain is more complex - a new product supply chain or a service
parts supply chain? - -service parts supply chain
-What are the challenges of Service Parts Logistics? - -Traditional forecasting concepts and
supply chain strategies do not apply to service parts
Need for rapid repairs, especially in high $$$ equipment scenarios.
-reverse logistics - -Backwards flow of goods from customers in SC. Occurs when goods
are returned by a customer and reenter supply chain.
-impact of reverse logistics - -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 - -gatekeeping, resell as is,
refurbish, recycle, dump in landfill
-how can companies improve reverse logistics - -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? - -460 billion
-What is the most appropriate way to handle returns a computer - -refurbish it
, -What is the most appropriate way to handle returns of carrots - -give it away or
repurpose it
-What is the most appropriate way to handle returns of a damaged phone - -cannibalize
parts
-What is the most appropriate way to handle returns of a louis vuitton bag - -resell it
-Why do we need to better manage returns? - -so you can maximize recovery after a
return
-Global Operations - -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 - -buy move move move arrival
-what are some global manufacturing methods - -licensing, contract manufacturing, joint
ventures, direct foreign investment
-risk of global manufacturing - -freight loss, exchange rate, congestion, transport cost
-what do small mistakes mean in terms of quality and consistency - -loss to profits and the
planet
-contract manufacturing - -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 - -a business activity of function is performed within the firm
-outsource - -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 - -a company either outsources or insources at home
-off shore - -a company either outsources or insources in a foreign
country
-nearshore - -a company either outsources or insources to a nearby country (ex: Canada
and/or Mexico)
-reshore - -the transfer of a business operation back to its country of origin.
Organizations cannot ignore or forget the importance of customer service t or f - -true
-The responsibilities of supply chain managers end when product is delivered to or taken
home by the customer? t or f - -false
-what are some of the responsibilities of the firm after product delivery - -customer
service, depot repair, service logistics, recycling
-examples of companies that provide great customer service - -chik-fil-a, starbucks,
amazon
-examples of companies that provide poor customer service - -charter, sprint, walmart
-The purpose of a call center is to annoy customers with telemarketing calls and confusing
menu systems t or f - -false
-what is the mission of call types - -caring for customers needs
-what are the type of calls handled at call centers - -orders, complaints, questions,
-Which type of supply chain is more complex - a new product supply chain or a service
parts supply chain? - -service parts supply chain
-What are the challenges of Service Parts Logistics? - -Traditional forecasting concepts and
supply chain strategies do not apply to service parts
Need for rapid repairs, especially in high $$$ equipment scenarios.
-reverse logistics - -Backwards flow of goods from customers in SC. Occurs when goods
are returned by a customer and reenter supply chain.
-impact of reverse logistics - -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 - -gatekeeping, resell as is,
refurbish, recycle, dump in landfill
-how can companies improve reverse logistics - -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? - -460 billion
-What is the most appropriate way to handle returns a computer - -refurbish it
, -What is the most appropriate way to handle returns of carrots - -give it away or
repurpose it
-What is the most appropriate way to handle returns of a damaged phone - -cannibalize
parts
-What is the most appropriate way to handle returns of a louis vuitton bag - -resell it
-Why do we need to better manage returns? - -so you can maximize recovery after a
return
-Global Operations - -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 - -buy move move move arrival
-what are some global manufacturing methods - -licensing, contract manufacturing, joint
ventures, direct foreign investment
-risk of global manufacturing - -freight loss, exchange rate, congestion, transport cost
-what do small mistakes mean in terms of quality and consistency - -loss to profits and the
planet
-contract manufacturing - -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 - -a business activity of function is performed within the firm
-outsource - -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 - -a company either outsources or insources at home
-off shore - -a company either outsources or insources in a foreign
country
-nearshore - -a company either outsources or insources to a nearby country (ex: Canada
and/or Mexico)
-reshore - -the transfer of a business operation back to its country of origin.
