SCMN Final Exam Questions and
Answers21
Service Parts Logistics - ANSWERS --management of the time critical delivery of spare parts to
end users as part of an after sales service
-bank account saver (don't have to buy new product if something wears out of breaks-
warrantees)
-need network of links and nodes to make sure products get to the customers quickly and
correctly which will product product downtime
Challenges for service parts logistics - ANSWERS -Item demand are lower than traditional
forecasting
demand events are random
response time are 2 and 4 hour, while tranditoanly response time is manufacture to order
delivery network is increasing in complexity
profit margins are increasing
It investments are under funded
need for rapid repairs, especially in high $$ equipment scenarios
,Post Sales Customer Service - ANSWERS --enhance level of customer satisfaction
-first phase of service process (how to use new products correctly)
-satisfaction goes up, reduces need for extra resources
What do call centers do? - ANSWERS --answer inquiries, orders, complaints, help desk,
dispatching, credit, return authorization
-help desk support & live customer support, automated customer support, support automation
via phone, text, FAQ
reverse logistics - ANSWERS -includes returns remanufacturing and refurbishments
-processing of returned merchandise due to damage, seasonal inventory, restock, salvage,
recalls, excess inventory
reverse logistics challenges - ANSWERS -product quality not uniform, damaged or defective, not
packaged consistently or properly
different product flows: repair and return, return and deploy, or remanufacture or recycle; hard
to figure out return volume
What can companies do with returns other than throw them in the trash? - ANSWERS -sold in
secondary markets to liquidators or brokers
The responsibilities of supply chain managers end when product is delivered to or taken home
by the customer?
T or F? - ANSWERS -False
, Examples of customers that provide good customer service - ANSWERS -Chick fil a, Starbucks,
Amazon
Examples of customers that provide bad customer service - ANSWERS -Sprint, T Mobile,
Walmart
The purpose of a call center is to annoy customers with telemarketing calls and confusing menu
systems.
T or F - ANSWERS -False
Which type of supply chain is more complex - a new product supply chain or a service parts
supply chain? - ANSWERS -SERVICE PARTS SUPPLY CHAIN
What should companies try to do with returned goods? Rank 1 to 5 in order of their ability to
create or maintain value.
RESELL AS IS
REFURBISH
DUMP IN LANDFILL
GATEKEEPING
RECYCLE - ANSWERS -Gatekeeping
Resell as is
Refurbish
Recycle
Dump in landfill
How much product do consumers return to retailers each year? - ANSWERS -$460 billion
Answers21
Service Parts Logistics - ANSWERS --management of the time critical delivery of spare parts to
end users as part of an after sales service
-bank account saver (don't have to buy new product if something wears out of breaks-
warrantees)
-need network of links and nodes to make sure products get to the customers quickly and
correctly which will product product downtime
Challenges for service parts logistics - ANSWERS -Item demand are lower than traditional
forecasting
demand events are random
response time are 2 and 4 hour, while tranditoanly response time is manufacture to order
delivery network is increasing in complexity
profit margins are increasing
It investments are under funded
need for rapid repairs, especially in high $$ equipment scenarios
,Post Sales Customer Service - ANSWERS --enhance level of customer satisfaction
-first phase of service process (how to use new products correctly)
-satisfaction goes up, reduces need for extra resources
What do call centers do? - ANSWERS --answer inquiries, orders, complaints, help desk,
dispatching, credit, return authorization
-help desk support & live customer support, automated customer support, support automation
via phone, text, FAQ
reverse logistics - ANSWERS -includes returns remanufacturing and refurbishments
-processing of returned merchandise due to damage, seasonal inventory, restock, salvage,
recalls, excess inventory
reverse logistics challenges - ANSWERS -product quality not uniform, damaged or defective, not
packaged consistently or properly
different product flows: repair and return, return and deploy, or remanufacture or recycle; hard
to figure out return volume
What can companies do with returns other than throw them in the trash? - ANSWERS -sold in
secondary markets to liquidators or brokers
The responsibilities of supply chain managers end when product is delivered to or taken home
by the customer?
T or F? - ANSWERS -False
, Examples of customers that provide good customer service - ANSWERS -Chick fil a, Starbucks,
Amazon
Examples of customers that provide bad customer service - ANSWERS -Sprint, T Mobile,
Walmart
The purpose of a call center is to annoy customers with telemarketing calls and confusing menu
systems.
T or F - ANSWERS -False
Which type of supply chain is more complex - a new product supply chain or a service parts
supply chain? - ANSWERS -SERVICE PARTS SUPPLY CHAIN
What should companies try to do with returned goods? Rank 1 to 5 in order of their ability to
create or maintain value.
RESELL AS IS
REFURBISH
DUMP IN LANDFILL
GATEKEEPING
RECYCLE - ANSWERS -Gatekeeping
Resell as is
Refurbish
Recycle
Dump in landfill
How much product do consumers return to retailers each year? - ANSWERS -$460 billion
