Customer Service Management

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Question 1

Free

Multiple Choice

All of the following are supply management goals EXCEPT:

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Ensure timely availability of resources.

Purchase at the lowest price.

Enhance quality.

Assess technology and innovation.

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Question 2

Free

Multiple Choice

In its own country, a former supplier to your company recently began selling its own product that is identical to a product that was developed by your company.This is an example of:

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Supply risk.

Sustainability.

Insourcing.

Strategic sourcing.

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Question 3

Free

Multiple Choice

Zanda Corp.had outsourced its production to a company located in Asia.Recently it decided to continue to outsource but bring the production back to a company located in the United States.This decision was likely made after Zanda:

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Conducted a spend analysis.

Conducted a make or buy analysis.

Examined total cost of ownership.

Developed supplier certification processes.

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Question 4

Free

Multiple Choice

If you are evaluating whether a supplier's workforce is receiving fair wages, you are most likely doing a(n):

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Spend analysis.

Assessment of sustainability.

ISO 9000 assessment.

Total cost of ownership assessment.

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Question 5

Free

Multiple Choice

Which of the following would NOT be a step in conducting an insourcing/outsourcing analysis?

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Assessing quantitative costs of outsourcing

Evaluating new suppliers who could make the SKU

Assessing the relationship of the product to the firm's core competencies

Conducting a detailed internal audit of purchasing practices

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Question 6

Multiple Choice

Outsourcing is often a good choice when:

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There are only a few suppliers.

A product is in the mature phase of the life cycle.

Technology is new.

The product is critical to a firm's competitiveness.

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Question 7

Multiple Choice

Qualitative factors that should be assessed when making an insourcing/outsourcing decision include all of the following EXCEPT:

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Compatibility of the supplier's organizational culture and values with your company

The importance assigned to the supplier's location

The skills and knowledge of the supplier's management team

The costs incurred at the start of the contract

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Question 8

Multiple Choice

Which of the following is NOT a benefit of outsourcing?

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Greater flexibility to change product specifications

Better access to market information

Lower supply management costs

Less capital needed for investment

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Question 9

Multiple Choice

The process of understanding how a firm is spending its money and with which suppliers is called:

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Strategic sourcing.

Make or buy analysis.

Market analysis.

Spend analysis.

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Question 10

Multiple Choice

Aspen Corporation has discovered that it uses 10 different suppliers for a particular type of item, has bought 20 different models of that item, and total expenditures last year for the item were $100,000.Aspen most likely is conducting:

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Supplier audits.

Spend analysis.

Supplier certification.

Make or buy analysis.

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Question 11

Multiple Choice

Jones Company has identified an item for which the supply risk is high and the value of the purchase to the firm is low.A recommended sourcing strategy for Jones is to:

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Multiple source.

Increase efficiencies.

Build partnerships.

Consolidate purchases.

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Question 12

Multiple Choice

Which approach is likely to be used for leverage purchases?

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Purchasing cards

Vendor-managed inventory

Using executive champions

Standardizing purchases

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Question 13

Multiple Choice

Moderate- to high-risk purchases with low to moderate levels of spend are categorized as:

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Noncritical.

Leverage.

Bottleneck.

Strategic.

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Question 14

Multiple Choice

Benefits of single sourcing include all of the following EXCEPT:

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Quantity discounts.

More consistent quality.

Better supplier relationships.

Less supply risk.

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Question 15

Multiple Choice

Squeaky Klean, a small consumer products company, purchases custom-designed plastic bottles for its cleaning products that are made at a single plant in Cleveland, Ohio.To make these bottles, specialized tooling must be purchased at a high cost and installed at a supplier's plant.Its sourcing strategy for bottles should be to:

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Use three or more suppliers.

Dual source.

Single source.

Insource bottle production.

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Question 16

Multiple Choice

A primary reason for using global suppliers is to:

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Improve sustainability.

Reduce transportation costs.

Take advantage of free trade agreements such as NAFTA.

Work with the same suppliers in many different regions of the world.

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Question 17

Multiple Choice

A global food products company makes soups that are specifically tailored to the tastes of consumers in individual countries.What sourcing strategy is the company likely to use for its fresh ingredients such as vegetables?

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Local, close to its production plant when possible.

National, using suppliers within each country.

Global, using the same suppliers across the world.

Low-cost country sourcing.

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Question 18

Multiple Choice

Which of the following is (are) advantages of full partnerships with suppliers, as compared to traditional adversarial relationships? I.They help reduce uncertainties for both buyer and supplier.
II)The full partnership is easier to establish and maintain than other relationships, so more suppliers can be dealt with.
III)The full partnership assures the lowest material price.

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I only

II only

III only

I and II only

II and III only

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Question 19

Multiple Choice

Zanda Corp.is considering trying to develop a full partnership with a particular supplier.This suggests that the item Zanda buys from the supplier is:

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A noncritical part.

A "bottleneck" item.

A strategically important part.

An item appropriate for a "leverage" strategy.

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Question 20

Multiple Choice

A relationship with a supplier that is characterized by high levels of distrust, little communication, and short-term transactions is called a(n):

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Adversarial relationship.

Arms-length relationship.

Acceptance of mutual goals.

Full partnership.

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