Capitulo 5

Question 1

Customer service

Answer 1

Ability of logistics management to satisfy users in terms of time, dependability, communication, and convenience.

Question 2

Good customer service

Answer 2

Is critical to business success, ensuring brand loyalty one customer at a time.

Question 3

Recent innovations have focused on

Answer 3

Automating customer service systems, but the human element is, in some cases, indispensable

Question 4

What can cause disturbance in the delivery?

Answer 4

External Factors
Internal Factors

Question 5

External Factors

Answer 5

These can be external factors like weather conditions, holidays, or weekends

Question 6

Internal Factors

Answer 6

These include difficulties within the organization itself such as order processing, faulty tracking, communication issues, or delays in transportation.

Question 7

Dependability (confianza)

Answer 7

Product can be Lost or dam-aged for a multitude of reasons, but the reasons are rather immaterial to a customer—a lost, or damaged product can cause a variety of negative ramifications for a customer, such as out-of-stock situations

Question 8

The Cost of Customer Satisfaction

Answer 8

Time, dependability, communication, convenience.

Question 9

Customer service standards

Answer 9

Can significantly affect a firm’s overall sales success, so establishing goals and objectives is an important management decision

Question 10

Objectives should be

Answer 10

specific
measurable
achievable
cost effective

Question 11

Service recovery

Answer 11

Process for returning a customer to a state of satisfaction after a service or product has failed to live up to expectations

Question 12

Matrix design

Answer 12

Employees might have cross-functional responsibilities.

Question 13

Advantage of Matrix design

Answer 13

The category manager can be very responsive to customer requirements.

Question 14

Disadvantage of Matrix design

Answer 14

Tends to be more costly because more managerial-level employees are necessary in comparison to a hierarchical organization

Question 15

Organizational design

Answer 15

It is concerned with issues such as who makes work-related decisions and the appropriate communication channels between workers and managers

Question 16

Hierarchical, or functional, organizational design

Answer 16

Has its foundations in the command- and-control military organization, where decision making and communication often follow a top–down flow.

Question 17

Advantage of functional (hierarchical design)

Answer 17

Flexibility in exercising command in the sense that no one manager commands more than a “limited” number of employees.

Question 18

Disadvantage of functional design

Answer 18

Societal changes, such as individuality and questioning authority, are not easily accommodated and control philosophy

Question 19

Logistical Infrastructure

Answer 19

Air highway, pipeline, rail, and water.

Question 20

Transportation

Answer 20

The actual physical movement of goods and people between two points

Question 21

Packaging inefficiencies

Answer 21

Tends to be compounded as one moves from a very small unit, to a smaller unit, and so on

Question 22

Labeling

Answer 22

Packaging is usually done at the end of the assembly line, so package labeling also occurs there because using this location avoids accumulating an inventory of preprinted packages. This is also a key point for control because this is where there is an exact measure of what comes off the assembly line