SCM 413 HW QUESTIONS AND
CORRECT ANSWERS
Lot size ✅✅ANSW-the number of units to be purchased in each transaction
Waiting time ✅✅ANSW-the amount of time the customer must wait between ordering and
receiving products
Product variety and assortment ✅✅ANSW-differs by supply chain:
Supermarkets may have over 35,000 items on the shelves
Warehouse stores generally stock 8,000 to 10,000 items with only one brand and size of an item
Convenience stores may stock only a few hundred items
Omni-channel marketing ✅✅ANSW-interacting with the customer across multiple channels (brick
and mortar, website, social media, mobile, etc.)
Fundamental elements of customer service ✅✅ANSW-availability, service reliability, operational
performance
Availability- is the capacity to have inventory when desired by a customer ✅✅ANSW-fill rate,
stock out, orders shipped complete
Discrepancy in space ✅✅ANSW-refers to the fact that the location of production activities and
location of consumption are seldom the same
Discrepancy in time ✅✅ANSW-refers to the difference in timing between production and
consumption
Discrepancy in quantity and assortment ✅✅ANSW-refers to the mismatch between customer
demand and manufacturing supply
Spatial convenience ✅✅ANSW-the amount of shopping time and effort will be required on the
part of the customer
, Operational performance- deals with the time required to deliver a customer's order ✅✅ANSW-
speed, consistency, flexibility, malfunction recovery
Service reliability- is a firm's ability to perform all order-related activities and provide critical info
✅✅ANSW-damage free, error free invoices, shipment matches, shipped to correct location
Expectancy disconfirmation ✅✅ANSW-if a customer's expectations of a supplier's performance
are met or exceeded, the customer will be satisfied
3 levels of customer focus ✅✅ANSW-1. customer service
2. customer satisfaction
3. customer success
Value-added services ✅✅ANSW-first step in achieving customer success; unique or specific
activities that firms can jointly develop to enhance their efficiency, effectiveness and relevancy
8 Noble Truths of Logistics Customer Service ✅✅ANSW-1.Companies don't know what customer
service needs
2.Most companies don't segment by customer service needs
3.Not all customers want the same logistics service
4.Some customers are happy with low service
5.Not having cost and performance visibility leads to poor service
6.Not all customers are happy....where do they talk?
7.All companies have unprofitable customers and orders
8.All companies have unprofitable products and service
The goal of logistics is to ______.
A) support procurement, manufacturing, and customer accommodation
B) support product delivery
C) support procurement and manufacturing
D) reduce total cost ✅✅ANSW-support procurement, manufacturing, and customer
accommodation
CORRECT ANSWERS
Lot size ✅✅ANSW-the number of units to be purchased in each transaction
Waiting time ✅✅ANSW-the amount of time the customer must wait between ordering and
receiving products
Product variety and assortment ✅✅ANSW-differs by supply chain:
Supermarkets may have over 35,000 items on the shelves
Warehouse stores generally stock 8,000 to 10,000 items with only one brand and size of an item
Convenience stores may stock only a few hundred items
Omni-channel marketing ✅✅ANSW-interacting with the customer across multiple channels (brick
and mortar, website, social media, mobile, etc.)
Fundamental elements of customer service ✅✅ANSW-availability, service reliability, operational
performance
Availability- is the capacity to have inventory when desired by a customer ✅✅ANSW-fill rate,
stock out, orders shipped complete
Discrepancy in space ✅✅ANSW-refers to the fact that the location of production activities and
location of consumption are seldom the same
Discrepancy in time ✅✅ANSW-refers to the difference in timing between production and
consumption
Discrepancy in quantity and assortment ✅✅ANSW-refers to the mismatch between customer
demand and manufacturing supply
Spatial convenience ✅✅ANSW-the amount of shopping time and effort will be required on the
part of the customer
, Operational performance- deals with the time required to deliver a customer's order ✅✅ANSW-
speed, consistency, flexibility, malfunction recovery
Service reliability- is a firm's ability to perform all order-related activities and provide critical info
✅✅ANSW-damage free, error free invoices, shipment matches, shipped to correct location
Expectancy disconfirmation ✅✅ANSW-if a customer's expectations of a supplier's performance
are met or exceeded, the customer will be satisfied
3 levels of customer focus ✅✅ANSW-1. customer service
2. customer satisfaction
3. customer success
Value-added services ✅✅ANSW-first step in achieving customer success; unique or specific
activities that firms can jointly develop to enhance their efficiency, effectiveness and relevancy
8 Noble Truths of Logistics Customer Service ✅✅ANSW-1.Companies don't know what customer
service needs
2.Most companies don't segment by customer service needs
3.Not all customers want the same logistics service
4.Some customers are happy with low service
5.Not having cost and performance visibility leads to poor service
6.Not all customers are happy....where do they talk?
7.All companies have unprofitable customers and orders
8.All companies have unprofitable products and service
The goal of logistics is to ______.
A) support procurement, manufacturing, and customer accommodation
B) support product delivery
C) support procurement and manufacturing
D) reduce total cost ✅✅ANSW-support procurement, manufacturing, and customer
accommodation
