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OM 8 Midterms > Yuhr > Flashcards

Yuhr Flashcards

1
Q

Plays a key role in ensuring the customer’s needs are met and that customers are satisfied with the products and services they received

A

Customer Service

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2
Q

Includes accurate order processing, order tracking, and proactive communication with customers regarding order status updates, potential delays or any other relevant information

A

Order Management

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3
Q

Involves receiving and processing customer orders, including checking inventory levels, verifying payment, and scheduling inventory

A

Order Processing

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4
Q

Consists of providing customers with accurate and timely information about their orders, including tracking information, delivery times, and any potential delays or issues

A

Communication

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5
Q

Helps to build trust and loyalty with customers and can help to prevent misunderstandings or complaints

A

Effective Communication

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6
Q

Includes careful inventory management, streamlined warehousing, and transportation processes to ensure products are available and delivered on time

A

Logistics Operations

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7
Q

These three also contribute to a positive customer experience

A

Proper packaging, labeling, and documentation

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8
Q

Ensures that products are available when customers need them, while also minimizing the cost of holding excess inventory

A

Effective Inventory Management

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9
Q

Involves tracking stock levels, forecasting demand, and replenishing inventory as needed

A

Inventory Management

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10
Q

Involves selecting the best mode of transportation for delivering products to customers, while also minimizing costs and ensuring timely delivery

A

Transportation

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11
Q

Resolving customer issues and handling return or exchanges

A

Effective Reverse Logistics

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12
Q

Implementing customer relationship management (CRM) systems, order tracking tools, and automated communication platforms enable companies to manage customer interactions more effectively and provide real-time updates

A

Technology

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13
Q

Involves understanding and anticipating customer requirements, addressing their concerns promptly, and exceeding their expectations

Involves effective communication, responsiveness, and a commitment to delivering high-quality products or services in a timely manner

A

Customer Service in Supply Chain Management

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14
Q

Is the outcome of all logistics activities or supply chain processes

Is a prime variable that can have a significant impact on creating demand and retaining customer loyalty

The measure of how logistics is creating the time and place utility for a product

A

Customer Service in the Logistics Perspective

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15
Q

Customer related factors that arise prior to the actual transaction taking place.

Includes the planning and closing of the terms and conditions of a potential sale with the customer

A

Pre-Transaction Elements

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16
Q

Indicates the service standards of the company

The company will create a policy framework for performance measures, evaluation methods, reporting structure, and the reward structure

A

Customer service Policy statement in written form

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17
Q

The company should formalize the porting structure, delegate authority, and allocate responsibility.

Contact person details need to be communicated to the customers for information on order status, dispatch details, and warranty claims among others

A

Organization Building

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18
Q

Indicates the service structure of the company

The company’s marketing capital may evolve a service structure to extend lifetime product service commitments of spares and technology upgrade

A

Structuring the Service

19
Q

Should take care of active customer service to answer all possible queries in the customer’s mind before placing an order (exmanual or automatic system)

A

Zystem design

20
Q

Includes everything between when an order is received and delivered to the customer.

Focused on retrieving, packing, and delivering the order to the customer in a timely and cost effective manner

A

Transaction Element

21
Q

Level to measure product availability; arranging for suitable product substitution and expediting the shipment

A

Stock out level

22
Q

Ability to provide accurate and fast information such as order status, inventory status, expected shipping and delivery dates, and back order status to the customer

A

Order Information

23
Q

Enables the company to determine and facilitate orders that need immediate attention

A

Back Order Capability

24
Q

Total time that passes from the initial order of customer until delivery to the customer

A

Elements of the Order Cycle

25
Q

Refers to special handling to reduce the normal order cycle time. Even though this costs more than normal handling but this costs less than losing a customer

A

Expedite Shipmeng

26
Q

Transport of goods from one place to another to avoid stockouts. Often made in anticipation of customer service and usually takes in transport hubs

A

Transdhipment

27
Q

The accuracy of the product ordered, quantity ordered, and billing. Important to both the manufacturer and the customer

A

System Accuracy

28
Q

The ease with the customer can place an order

A

Order Convenience

29
Q

In situations where a product can’t be shipped due to unforeseen circumstances, the seller may offer a substitute product of similar or better wualuty

A

Product Substitution

30
Q

The general support of the product while in use (after sales service). The support of the product or service after the customer has received it

A

Post-Transaction Elements

31
Q

After payment of the part/full value of the product in advance, the customer requires continuous feedback of the status of the shipment

A

Order Status Information

32
Q

The customer may have received products that were damaged during transit, or the product may not perform as per the functional requirement, or the client may have gotten the wrong consignment

A

Customer complaints, claims, and returns

33
Q

Technically complex products need installation, commissioning, and stabilization services from suppliers, or else the product might develop technical difficulty during the warranty period

A

Product installation, commissioning, and technical difficulty

34
Q

It is necessary for the seller to train or educate the user in their operation to get the desired functional output in supply chain management.

Nay be done through product manuals, training workshops, or demonstrations to improve customer service

A

Customer Education and Training

35
Q

A thorough plan to handle customer interactions and provide a consistent customer experience using set methods and processes

Outlines the steps and actions to bring these goals together into a precise plan

A

Customer Service Strategy

36
Q

Make your company wide goal on “Customer Centered”. Every person in every department must commit to putting customers first

A

Get the whole company on board

37
Q

Every interaction and experience your customers have with your product should have them feeling satisfied, and most importantly, ( )

A

Valued

38
Q

A statement or set of statements that points to everyone in your company toward the same guiding principles to describe the experience you want to create for every customer

A

Customer Service Vision

39
Q

A ( ) is aspirational. Serves as a clear guide for everyone in the company for how you want customers to experience your product and especially how you want them to feel

A

Compelling vision

40
Q

All the interactions your customer had with the company to fill the needs

A

Touchpoints

41
Q

Training must be ( ) fit to each employee’s specific function

A

Tailored

42
Q

Needed to support the customer service strategy, automation, personalization, easy collaboration, analytics among others

A

Technology and process upgrade

43
Q

This will allow you to refine and improve your customer service strategy over time

A

Create a constant feedback loop

OM 8 Midterms (1 decks)

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