Commerce and Business
Business StatisticsOperations ManagementManaging Operations AcrossPractice Set 2468
Business StatisticsOperations ManagementManaging Operations AcrossPractice Set 2468Lean Systems
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Questions Bank
- Introduction to Managing Operations Across the Supply ChainOperations and Supply Chain StrategyManaging Processes and CapacityExtension : A Supplement: Process Mapping and AnalysisProductprocess InnovationManufacturing and Service Process StructuresManaging QualityExtension: A Supplement: Quality Improvement ToolsManaging InventoriesLean SystemsCustomer Service ManagementSourcing and Supply ManagementLogistics ManagementDemand Planning: Forecasting and Demand ManagementSales and Operations PlanningMaterials and Resource Requirements PlanningProject ManagementExtension : A Supplement: Advanced Methods for Project SchedulingSustainable Operations Managementpreparing for the Future
Question 1
Free
Multiple Choice
From an operations perspective, companies should strive to:
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Provide customer success to all customers.
Realize different customer management approaches may be appropriate for different customers.
Realize that all customers desire close customer success types of relationships.
Never refuse to do business with a customer.
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Question 2
Free
Multiple Choice
Johnson Company has the following data about customer orders for the month of June: Orders Received: 5,000 orders Total Units Ordered: 40,000 units Total Units Delivered: 37,800
Total Orders Delivered Complete: 4,600 What was Johnson's unit fill rate?
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92 percent
94.5 percent
12.5 percent
91 percent
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Question 3
Free
Multiple Choice
Refer to the following information.What is the unit fill rate? 
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95 percent
98 percent
92 percent
99 percent
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Question 4
Free
Multiple Choice
Refer to the following information.What is the line fill rate? 
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95.80 percent
93.33 percent
96.30 percent
97.58 percent
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Question 5
Free
Multiple Choice
Refer to the following information.What is the order fill rate? 
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98 percent
92 percent
91 percent
95 percent
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Question 6
Multiple Choice
With respect to lead-time performance, most customers would prefer which of the following from a supplier?
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A consistent three-day lead time
A lead time that averages three days with a range of one to four days
A lead time that averages two days with a range of one to four days
All of these are equally preferable.
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Question 7
Multiple Choice
Order-to-delivery lead time generally would be longest for which type of product?
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One that is engineered to order
One that is assembled to order
One that is made to order
One that is made to stock
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Question 8
Multiple Choice
Which measure of basic service will most likely show poorest performance for a firm?
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Unit fill rate
Order fill rate
Line fill rate
Perfect orders
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Question 9
Multiple Choice
A firm has found that it provides a 90 percent order fill rate (orders shipped complete), 90 percent on-time delivery, 90 percent of its orders arrive at customers' destination in perfect condition, and 90 percent of the time all documentation is correct.These are all of the elements of a perfect order for this company's customers.What is the best estimate of its perfect order performance?
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90 percent
60 percent
0 percent
66 percent
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Question 10
Multiple Choice
A firm has found that it provides a 90 percent order fill rate (orders shipped complete), 90 percent on-time delivery, 90 percent of its orders arrive at customers' destination in perfect condition, and 90 percent of the time all documentation is correct.These are all of the elements of a perfect order for this company's customers.If the firm improves its performance in on-time delivery to 98 percent, what is its new perfect order performance?
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88 percent
98 percent
0 percent
80 percent
71.4 percent
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Question 11
Multiple Choice
Jones Company makes every effort to consistently meet the expectations of all of its customers.It is clear that Jones Company is focused on:
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Customer service.
Customer satisfaction.
Customer happiness.
Customer success.
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Question 12
Multiple Choice
Jones Company promised a customer that the customer would receive at least 98 percent of all items ordered.In fact, the customer received 95 percent of the items.This is an example of which "gap" in the customer satisfaction model?
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Performance gap
Knowledge gap
Standards gap
Communications gap
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Question 13
Multiple Choice
Alpha Company has a performance standard of 97 percent fill rate.Last month it achieved a 94 percent fill rate.This is an example of:
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A knowledge gap.
A standards gap.
A performance gap.
A perception gap.
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Question 14
Multiple Choice
A company surveyed both its customers and its senior management about customer expectations.Senior management's perceptions of customer expectations did not match customers' actual expectations.This is an example of:
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A knowledge gap.
A standards gap.
A performance gap.
A perception gap.
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Question 15
Multiple Choice
Zanda Company has told a supplier that it is difficult to contact people in the supplier's company to learn the status of its orders and when they might arrive.Zanda is explaining which type of expectation it has of this supplier?
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Reliability
Courtesy
Credibility
Access
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Question 16
Multiple Choice
Senior management thought customers expected at least of 96 percent for on-time delivery.However, senior management established a standard of 94 %.The difference is the:
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Satisfaction gap.
Performance gap.
Standards gap.
Knowledge gap.
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Question 17
Multiple Choice
If a company has some customers who express that they are satisfied with the company's performance, the company can count on the fact that:
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Those customers are happy.
Those customers will continue to buy and be loyal.
The company meets requirements of those customers.
None of these selections.
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Question 18
Multiple Choice
The difference between a "customer success" focus and a "customer satisfaction" focus is that:
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Customer satisfaction is more difficult to achieve.
Customer success deals with expectations of customers, satisfaction deals with their requirements.
Customer satisfaction deals with expectations, customer success deals with requirements.
There really isn't any difference.
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Question 19
Multiple Choice
Which customer management approach requires a comprehensive supply chain perspective on the part of operations executives?
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Customer success
Customer satisfaction
Customer service
Customer happiness
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Question 20
Multiple Choice
Customer relationship management attempts to:
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Ensure the development of customer success for customers.
Ensure the development of strategically appropriate relationships with customers.
Meet the expectations of customers.
Use technology to replace human interaction with customers.
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