SCM Midterm Flashcards
What are true about teams?
- effective teaming reduces communication barriers
- teaming extends decision focus beyond local optimums to total organization performance
- michael hammer suggested that teams are the foundation of organizational design.
- teams are the low-cost approach to decision making.
What are the 4 working styles associated with effective teams?
- quick starter
- fact finder
- follow through
- implementer
Regarding the evolution of strategic thinking, what is true?
resource-based theory emphasizes the management of resources to establish a hard-to-imitate advantange
According to the book what is an appropriate characterization of supply chain management?
SCM is collaborative specialization
quality is a multi-faceted value dimension what is NOT a dimension of quality identified by David Garvin?
Credibility
What is NOT a cost-reduction strategy that is widely pursued by companies today?
detailed activity-based costing to drive effective tradeoff analysis.
What is true regarding flexibility?
- flexibility is the ability to adapt to new, different, or changing requirements.
- investments in information and automated production technologies enable enhanced flexibility
- a flexible organization operates with short lead times, is responsive to customer requests, and can adjust rapidly to unexpected events.
- adaptable and empowered people enable enhanced flexibility
What is true regarding the synergistic management of value capabilities
- for many years, managers believed that flexibility and delivery were at opposite ends of the cost continuum.
- simplifying the operating environment and creating a fluid organization culture can mitigate the tradeoffs among different value dimensions.
- shared information, proactive measurement and a flexible workforce enable cost, quality, flexibility, delivery and innovation to work together.
T or F: as a matter of equity and social responsibility, all customers should be treated as equals
False
which of the following is not a step in the process of designing a customer-centric supply chain?
Benchmark competitor capabilities
Customer-of-choice relationships are not characterized by?
customer employees are co-located at supplier warehouses
what is NOT true regarding customer fulfillment strategies?
customer satisfaction strategies focus only on the end customer.
whose job is it to understand serve and satisfy the end customer?
Demand Chain (another word for supply chain)
What is the main purpose of logistics in a functional organization?
- moves and stores goods so they are available for use in operations or sale to customers.
- seeks to leverage critical activities such as transportation and warehouseing
What are the five areas of customer value?
1) quality
2) cost
3) flexibility
4) delivery
5) innovation
A _________ is something that a company does so well that it provides the company with a competitive advantage
Core Competency
What are requirements for system analysis?
- establish the core goal
- define system boundaries
- determine interrelationships
- perform trade-off analysis
customers have identified the following four issues as the source of dissatisfaction in almost 80% of customer service horror stories:
- training
- measurement
- empowerment
- policies
if other firms can easily understand and copy capability, it is not a competitive advantage. to serve as a basis for sustainable competitive advantage, resources must be:
- valuable
- rare
- inimitable
- non-sustainable
Resource-based theory
emphasizes the management of internal resources to establish a hard-to-imitate advantage
CRM stands for?
customer relationship managment
which of the following is not a part of L.L. Bean’s customer service policy?
the customer is always right
What is an explanation to why customer service “stinks”
- better information has led some companies to purposely deliver low levels of service to customer who are perceived as “less valuable”
- companies claim to be service oriented, but fail to deliver on their promises
- companies seek to improve service levels, but direct their efforts towards the wrong activities.
T or F: Because better communication leads to greater collaboration, reduced turf protection, and better overall decision, teams are the universal answer?
False
supply chain management can be described as?
collaborative specialization
what statement about manufacturing supply chain is best?
product is passed directly from he second tier upstream to the first tier upstream.
in an internal value chain, the logistics function:
moves and stores materials so they are available when and where they are needed
an uncoordinated supply chain consists of a supplier providing to a manufacturer that in turn provides for a distributor that provides to the retailer. Which member of the supply chain probably experiences the greatest fluctuation in demand?
Supplier
which statement about supply chain practice is best?
companies have always been members of a chain organization.
which is not one of the 5 forces that determine a company’s market power?
core competence power
as customer expectations change and the capabilities of suppliers and customers evolve, the __________ decision area of strategy helps managers adjust strategy?
feedback
what statement characterizes the supply chain-enabled perspective of resources?
develop and manage supplier capabilities
an elaborate plan is developed and deployed so that the shares of SABA will rise at least 10% in price. This effort is a result of:
the common strategic approach to objectives
which step is first in the systematic approach to supply chain analysis presented throughout the book?
who are we?
the customer value of quality can succinctly be described as:
doing things right the first time - everytime
what statement reflects the synergistic perspective on value?
an increase in quality helps improve flexibility
when implementing a customer-centric fulfillment strategy, managers should take into account that:
all customers should have their needs identified
The Pareto principle would suggest that:
20% of your customers should receive premium service.
the identification of unique groups of customers who possess similar needs is:
customer segmetation
The hurried professor grabbed his grading pen and randomly scribbled check marks and X’s on each midterm; this would be the fastest turnaround on record! the students were surprised to get their essay tests back during the next class period but their surprise gave way to bewilderment and indignation as they compared grades and red marks. it got downright ugly while they expressed their desire fro accuracy over speed. Clearly, a significant:
-service gap existed.
aesthetics refers to?
the perceptions of fit and finish or artistic value
on unintended consequence of CRM software is?
low-piority customers are identified and treated poorly
customers have identified four issues as the source of dissatisfaction in almost 80% of customer service problems. Which of these responses is NOT one of the four issues?
Selection
despite overwhelming evidence that a process view of business is superior, silo inc., has maintained a functional orientation since their inception. Which of these departments would be in favor of holding high levels of inventory?
Marketing
Which of these flows is NOT a part of every process?
Service flow
What is an example of a holistic view of the system?
the dean decides that the management department should not add their own logistics class because the marketing department already ha a supply chain track.
What statement about systems analysis is best?
constraints to a system can be internal to the system or external.
the skills and processes that are developed to create the value that is promised to customers are:
competencies
Dell is able to configure a computer exactly as the customer desires, thereby preforming well on:
Flexibility
which resource is primarily responsible for the productivity and product quality?
people
The Function/Resource Decision-Making matrix is a grid that can be used to organize thinking about the company’s critical decision areas. The grid has one row for each resource and one column for each function. Which combination is a valid cell?
Technology-R&D
a process responsibility chart is used to show?
who should be involved in process redesign
Reengineering initiatives might be more successful if?
managers rethink the 7 dimensions of work (what results, who, where, when, whether, what information, and how to).
