SCM 303 EXAM 1 STUDY GUIDE 2026
Competitive Priorities - Answers - The critical dimensions that a process or supply
chain *must* possess to satisfy its internal or external customers, both now and in the
future
Competitive Capabilities - Answers - The cost, quality, time and flexibility dimensions
that a process or supply chain *actually* possesses and is able to deliver
Competitive Priorities vs. Capabilities - Answers - Priorities are things an organization
*must have to satisfy customers*
Capabilities are things that an organization *actually has and can deliver*
Order Winners - Answers - A criteria customers use to differentiate the services or
products of one firm from those of another
Order Qualifiers - Answers - minimum level required from a set of criteria for a firm to
do business in a particular market segment
Order Winners vs. Order Qualifiers - Answers - *Order winners* are a criteria to
*differentiate one product from another*
*Order Qualifiers* are a *minimum level of criteria required to do business in a particular
segment*
Definitions of Elements in the Customer Contact Matrix and Manufacturing Process
Structure - Answers - *Customer Contact*
the extent to which a customer is present, actively involved, and receives personal
attention during the service process
*Customization*
service level ranging from highly customized to specialized
*Process Divergence*
the extent to which a process is highly customized with considerable latitude to how it's
tasks are performed
*Flow*
how work progresses through the sequence of steps in a process
Customer Contact Matrix - Answers - Ranked from *most customer contact and
customization* to least
1) High Interaction with customers, highly customized service
, 2) some contact with customers, standard products with some options
3) low interaction with customers, standard services
Ranked from *most process divergence and LEAST line flows* to LEAST process
divergence and MOST line flows*
1) Flexible flows with individualized processes
2) flexible flows with some dominant paths, some exceptions to how work is performed
3) line flows, routine work performed the same with all customers
Front Office (Customer Contact Matrix) - Answers - MOST customer contact
MOST service customization
MOST process divergence
LEAST line flows (aka MOST flexible flows with INDIVIDUALIZED processes)
(this is 1 and 1 on the customer contact matrix)
Typically in contact with *clients and customers*
Hybrid Office (Customer Contact Matrix) - Answers - SOME interaction with customers
SOME service customization (standard options with some options)
flexible flows with SOME dominant paths (some individualization)
SOME exceptions to how work is performed
(this is 2 and 2, aka the medium between front and back office on the customer contact
matrix)
Back Office (customer contact matrix) - Answers - LEAST interaction with customers
LEAST service customization (all standardized service)
LEAST flexible flows (line flows)
Work is performed the SAME for all customers
(This is 3 and 3 in the matrix, AKA the lowest level behind front and hybrid office)
Typically talks with *suppliers or partners*
Manufacturing Process Structure - Answers - *customization and volume*
Competitive Priorities - Answers - The critical dimensions that a process or supply
chain *must* possess to satisfy its internal or external customers, both now and in the
future
Competitive Capabilities - Answers - The cost, quality, time and flexibility dimensions
that a process or supply chain *actually* possesses and is able to deliver
Competitive Priorities vs. Capabilities - Answers - Priorities are things an organization
*must have to satisfy customers*
Capabilities are things that an organization *actually has and can deliver*
Order Winners - Answers - A criteria customers use to differentiate the services or
products of one firm from those of another
Order Qualifiers - Answers - minimum level required from a set of criteria for a firm to
do business in a particular market segment
Order Winners vs. Order Qualifiers - Answers - *Order winners* are a criteria to
*differentiate one product from another*
*Order Qualifiers* are a *minimum level of criteria required to do business in a particular
segment*
Definitions of Elements in the Customer Contact Matrix and Manufacturing Process
Structure - Answers - *Customer Contact*
the extent to which a customer is present, actively involved, and receives personal
attention during the service process
*Customization*
service level ranging from highly customized to specialized
*Process Divergence*
the extent to which a process is highly customized with considerable latitude to how it's
tasks are performed
*Flow*
how work progresses through the sequence of steps in a process
Customer Contact Matrix - Answers - Ranked from *most customer contact and
customization* to least
1) High Interaction with customers, highly customized service
, 2) some contact with customers, standard products with some options
3) low interaction with customers, standard services
Ranked from *most process divergence and LEAST line flows* to LEAST process
divergence and MOST line flows*
1) Flexible flows with individualized processes
2) flexible flows with some dominant paths, some exceptions to how work is performed
3) line flows, routine work performed the same with all customers
Front Office (Customer Contact Matrix) - Answers - MOST customer contact
MOST service customization
MOST process divergence
LEAST line flows (aka MOST flexible flows with INDIVIDUALIZED processes)
(this is 1 and 1 on the customer contact matrix)
Typically in contact with *clients and customers*
Hybrid Office (Customer Contact Matrix) - Answers - SOME interaction with customers
SOME service customization (standard options with some options)
flexible flows with SOME dominant paths (some individualization)
SOME exceptions to how work is performed
(this is 2 and 2, aka the medium between front and back office on the customer contact
matrix)
Back Office (customer contact matrix) - Answers - LEAST interaction with customers
LEAST service customization (all standardized service)
LEAST flexible flows (line flows)
Work is performed the SAME for all customers
(This is 3 and 3 in the matrix, AKA the lowest level behind front and hybrid office)
Typically talks with *suppliers or partners*
Manufacturing Process Structure - Answers - *customization and volume*
