scmn 2150 final Exam with Complete
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
What type of risk is created by the inability to maintain real-time control over a complex
network of suppliers and carriers? - ANSWER-visibility risks
When a retailer sources goods to sell under its own name, what type of goods are they
offering? - ANSWER-private label goods
What is the first step in effective global sourcing? - ANSWER-Evaluate your spend
category and user requirements.
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
What type of risk is created by the inability to maintain real-time control over a complex
network of suppliers and carriers? - ANSWER-visibility risks
When a retailer sources goods to sell under its own name, what type of goods are they
offering? - ANSWER-private label goods
What is the first step in effective global sourcing? - ANSWER-Evaluate your spend
category and user requirements.
